Abstract
Korea’s population is forecast to begin to drop from 2020 and it is the main concern of colleges to think about their future related to the number of students. The purpose of this research to find out how to improve the education service quality of airline service management of a college in Chung-nam province. Online survey carried out to the students of 225 majoring airline service management. 29 elements for evaluating service qualities are analyzed by Kano and Timko’s customer satisfaction coefficient. Education service quality includes academic administration, education system, physical evidence, and fairness. After conducting service quality check by Kano model, the One-dimensional quality factor is 26, and the Indifferent quality factor is 3. And Timko’s customer satisfaction coefficient is connected highly with fair treatment by the professor (Better index .851) opposed with the fair score on the exam (Worse index .819). Final results of this research provide theoretical implications and practical implications for college staff or professors who are in charge of recruiting students or maintaining college students.
Published Version
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