항공사 서비스 품질 측정방법의 비교 연구

There have been academic debates upon which measure is more desirable in measuring service quality between SERVQUAL and SERVPERF. In addition, Korean air lines industry is rapidly growing due to the increase of Koren family income and globalization. This study tried to contribute to both academic and practical issues. This study compared SERVQUAL and SERVPERF measures to determine which is superior to measure service quality in Korean air lines...