An Empirical Study on Service Quality of International Passenger Terminal

The service industry is currently an area that can not be cut off from the center of the global economy. When we look at countries with advanced industries around the world, we can see that the share of service industries in the economy is very large. Service Industry accounts for nearly 80% of the GDP of the major countries in the world, and Korea, a member of the OECD, has also made a huge impact on the public service economy since the 1990s. The recent trend of public service economics is also Passenger terminals, formerly merely a ferry boarding facility, now have value as transportation services products that reflect the diverse needs of users. It should not only mean the basic role of the International Passenger Terminal as an axis in the transport of ocean passengers in the future, but should also constantly value the priority of implementing service marketing efforts to meet the diverse needs of customers. The purpose of this study was to focus on the effects of each component on customer satisfaction and their intent to act on the international passenger terminal characteristics. The characteristics of this study can be summarized as follows. First, an empirical study has shown how the perceived quality of service relationship has been related to customer satisfaction and the intent of the act after using the service by international passenger terminal users. Second, the component of the quality of service at the International Passenger Terminal was used in three dimensions, corresponding to the views of Brady and Cronin (2001) : interactive quality, resulting quality and physical environmental quality. Third, the SPSS 21.0 statistical program and AMOS 21.0 were used to test the correlation between the three variables of quality of service, customer satisfaction and intent. To achieve the purpose of this study, a variety of papers have been obtained through literature. However, the main results were drawn from the structured survey results collected directly from experienced users and field users using the International Passenger Terminal. The main results can be summarized as follows. First, it can be seen that the model of the quality of service configuration in consideration of the characteristics of the International Passenger Terminal is more satisfactory, and that it can be seen as the specific effects of the analysis of customer satisfaction on the characteristics of the International Passenger Terminal and the service quality of the services corresponding to the characteristics of the customer behaviors of the passenger terminal. Second, although the impact on customer satisfaction with overall service quality of the International Passenger Terminal was found to be significant, it can be seen that the effect on the customer satisfaction of the physical environment was slight. Third, it was found that customer satisfaction could have a significant influence on the client's intention of acting, such as oral proceedings. This study presents several suggestions for further study. The assessment and analysis of the quality of service was performed only from the perspective of external customers. Therefore, future studies will need to see an assessment and analysis of the quality of the service from internal customers, including the service provider, and see if the results of an analysis on the quality of the service are true for all international passenger terminal use, other than Busan International Airport International Terminal.제1장 서 론 1 제1절 연구의 필요성 및 목적 1 제2절 연구의 방법 및 범위 5 제2장 이론적 고찰 6 제1절 국제여객터미널 현황 6 1. 국제여객터미널의 정의 및 현황 6 2. 부산항국제여객터미널 현황 8 제2절 서비스의 개념과 특성 14 1. 서비스의 개념 14 2. 서비스의 특성 16 제3절 서비스 품질의 차원과 측정 19 1. 서비스 품질의 개념 19 2. 서비스 품질의 구성요인과 측정 21 제4절 서비스품질의 인과관계 26 제3장 연구모형과 가설의 설정 28 제1절 연구모형 28 제2절 연구가설 30 제3절 변수의 조작적 정의 32 제4장 실증분석 35 제1절 조사설계 35 1. 자료의 수집 및 분석방법 35 2. 표본의 특성 36 제2절 측정항목의 평가 37 제3절 연구가설의 검정 42 1. 가설의 검정 42 2. 가설검정 결과의 해석 43 제5장 결 론 45 제1절 연구결과의 요약 및 시사점 45 제2절 연구의 한계점과 과제 49 참고 문헌 51 [국내 문헌] 51 [외국 문헌] 53 [설문지] 59Maste

A Comparative Study on the Efficiencies of the Communication Service Industry and Other Service Industries in Korea

Since 1960, the world has witnessed a drastic transformation of Korea from one of the poorest countries to the 13th largest economy in terms of GDP. The Five-Year Plans of South Korea contributed to its remarkable economic growth by strengthening the competitiveness of the domestic manufacturing industry, including shipbuilding, automobiles, communications, and semiconductors. On the one hand, in parallel with the growth of the manufacturing sector, the demand in the telecommunications sector has continued to show steady growth. On the other hand, the education, real estate, and food and lodging industries currently experience excess supplies, which suppress the competitiveness of these industries. This study aims to provide numerical values for efficiency by analyzing efficiency and its determinants in the domestic telecommunications service industry and other service industries by employing the DEA method. This research examines the construction, wholesale and retail, transportation and warehouse, lodging and restaurant, information and communication, finance and insurance, real estate, professional science and technology service, business facility management, business support and rental service, education service, arts and sports, and leisure-related services, associations and groups, repair and other personal services. The sample period is ten years from 2008 to 2017. The input variables of this study are the number of employees, assets, and intermediate goods, and the output variables are sales and value-added. The input and output variables are utilized to compute the efficiency measurements for each of the service industries for ten years from 2008 to 2017. The key results are summarized as follows. First, concerning the technology efficiency in the sales model, the technology efficiency value of the "wholesale retailer" was the most efficient service industry, and the pure technology efficiency value was highest in the "wholesale retailer". As for the efficiency of scale, “specialized science and technology service industry” was the most efficient service industry. By comparing and analyzing the technology efficiency, pure technology efficiency, and efficiency of scale between the information and communication industry and the rest of the service industries, the efficiency of the information and communication industry is relatively high. Second, with respect to the technology efficiency in the value-added model, the “IT” industry was the most efficient service industry in terms of both the technology efficiency value and the pure technology efficiency values. As for the efficiency of scale, “specialized science and technology service industry” was the most efficient service industry. By comparing and analyzing the technology efficiency, pure technology efficiency, and efficiency of scale between the information and communication industry and the rest of the service industry, the efficiency of the information and communication industry is relatively high. Third, if the size of the service industry expands, scale efficiency levels tend to fall. This shows that even the domestic telecommunication industry has faced with high competition in the oligopolistic market structure. Therefore, there is a need to improve the management structure in a way that increases consumer satisfaction by introducing competitive elements to the telecommunications market and by reflecting the quality-of-service assessment of the consumers. Fourth, the empirical results indicate that internationalization can increase the efficiency of the service market. This finding implies that there is a great need to open and internationalize the service market in Korea. The internationalization of the service market is considered to be an urgent task for Korea, given the fact that fierce competition takes place as the service market is gradually exposed to advanced capital from overseas. Fifth, measures to increase competitiveness not only in the telecommunications industry but also in other service industries are needed to cope with new competitions with other countries. The policy implications are that, in the case of the Korean service industries, the conditions for mergers and acquisitions of companies need to be deregulated and that various policy measures for globalization should be established to promote and stimulate growth factors in these service industries.|우리나라는 1960년 이후 경제개발 5개년 수립으로 GDP 순위로 세계 13위 경제대국으로 성장하였다. 이 과정에서 조선, 자동차, 통신분야, 반도체분야 등 국내 제조업 경쟁력 또한 크게 강화되었다. 그 중 통신분야의 수요는 성장세를 이어가고 있지만 교육업, 부동산업, 음식·숙박업 등은 공급초과 상태로 파악된다. 새로 시장에 진입할 때 공급초과 산업은 실패할 확률이 높아질 수 있다. 본 연구는 국내 통신서비스업과 기타서비스업의 효율성 측정방법(DEA)을 통해 효율성 및 효율성 결정요인분석을 하여 비효율적인 서비스업을 위해 개선시켜야 하는 값을 제시하여 효율성을 위한 수치를 제공하고자 한다. 본 연구의 분석대상은 건설업, 도소매업, 운수 및 창고업, 숙박 및 음식점업, 정보통신업, 금융 및 보험업, 부동산업, 전문과학 기술서비스업, 사업시설관리, 사업지원 및 임대서비스업, 교육서비스업, 예술, 스포츠 및 여가관련서비스업, 협회 및 단체, 수리 및 기타개인서비스업를 대상으로 하며 연구기간은 2008년부터 2017년까지 총 10년으로 자료는 통계청을 통해 수집하였다. 본 연구의 투입변수는 종사자수, 자산, 중간재로 하였으며, 산출은 매출액 및 부가가치로 설정하였다. 투입 및 산출변수를 이용하여 2008년부터 2017년까지 10년간 정보통신업 및 서비스업의 효율성을 분석하였으며 다음과 같이 요약할 수 있다. 첫째, 매출액 모형에서 기술효율성을 보면, “도소매업”의 기술효율성 값이 가장 효율적인 서비스업이었으며, 순기술효율성은 “도소매업”의 순기술효율성 값이 가장 효율적인 서비스업이었다. 규모의 효율성은 “전문과학기술서비스업”이 가장 효율적인 서비스업이었으며, 정보통신업과 나머지 서비스업간의 기술효율성, 순기술효율성, 규모의 효율성을 비교분석 결과 정보통신업의 효율성이 비교적 높은 것을 알 수 있다. 둘째, 부가가치 모형에서 기술효율성을 보면 “정보통신업”의 기술효율성 값이 가장 효율적인 서비스업이었으며, 순기술효율성은 “정보통신업”의 순기술효율성 값이 가장 효율적인 서비스업이었다. 규모의 효율성은 “전문과학기술서비스업”이 가장 효율적인 서비스업이었으며, 정보통신업과 나머지 서비스업간의 기술효율성, 순기술효율성, 규모의 효율성을 비교분석 결과 정보통신업의 효율성이 비교적 높은 것을 알 수 있다. 셋째, 서비스산업의 규모가 확대될 경우 효율성이 떨어지는 경향을 보이고 있는데 이러한 현상은 국내통신산업만 보더라도 과점기업들에 의해 산업의 경쟁이 이루어지면서 효율적인 운영이 이루어지지 못하는 현상을 보여주고 있음을 알 수 있다. 따라서 통신시장의 경쟁적 요소를 도입하고 소비자들의 서비스에의 질에 대한 평가를 반영하게 하는 등 소비자의 만족도를 높이는 방향으로의 경영체질을 개선할 필요성이 제기된다고 하겠다. 넷째, 국제화는 서비스시장의 효율성을 높일 수 있다는 실증결과를 볼 때 우리나라 서비스시장의 개방화와 국제화의 필요성이 매우 크다고 생각된다. 서비스시장이 점차 해외 선진자본에 노출됨에 따라 치열한 경쟁이 이루어진다는 점에서 서비스시장의 국제화는 시급한 과제라고 생각된다. 다섯째, 통신산업 뿐만 아니라 다른 서비스산업에서도 경쟁력을 높일 수 있는 방안이 요구된다고 생각된다. 서비스산업의 경우 규모에 따른 효율성이 낮은 산업의 경우 기업들의 인수합병의 여건이 잘 조성되도록 할 필요가 있고 국제화를 위한 다양한 지원책이 필요하다고 생각된다.표목차 iii 그림목차 v 국문요약 vi Abstract ⅸ 제 1 장 서 론 1 1.1 연구배경 및 목적 1 1.2 연구내용 및 연구방법 3 제 2 장 통신산업과 서비스산업의 현황 6 2.1 통신산업의 현황 6 2.2 서비스산업의 현황 19 제 3 장 이론적 배경 28 3.1 DEA모형 28 3.2 DEA관련 국내 선행연구들 34 제 4 장 분석결과 38 4.1 투입/산출변수의 선정 38 4.2 연구대상 및 자료수집방법 41 4.3 기술통계량 42 4.4 효율성분석 47 4.5 효율성 영향요인 분석 69 제 5 장 결론 81 참 고 문 헌 86 국내문헌 86 해외문헌 88Docto

[동향 / 해외] 중국의 현대 직업교육 체계 수립 계획

2014년 6월 23일, 국무원이 개최한 제3차 전국 직업교육 업무회의를 통해 직업교육 개혁에 대한 중국 최고지도부의 강력한 의지가 표명된 이래, 기존의 낡은 직업교육 체계를 타파하고 중국식 현대 직업교육 체계를 수립하기 위한 구체적 계획이 수립·발표되었다. 이번 발표 계획은 향후 5~6년간 중국 직업교육 체계의 발전 및 방향을 이해하는데 도움이 될 수 있을 것이다. 본고는 중국 교육부 등 6개 부문이 공동으로 발표한 「현대 직업교육 체계 수립 계획 2014~2020년」을 번역·정리한 것이다

Policy Measures to Strengthen the Competitiveness of Local Junior Colleges and Universities

지역 인적자원개발 및 지역혁신체제 구축ㆍ운영의 중요성 부각, 지방대학 경쟁력의 지속적 약화, 기존 중앙 정부부처 중심의 개별적 지방대학 육성정책의 성과 미흡, 노무현 정부의 국가 균형 발전 정책 추진 등은 지방대학의 육성이 지금까지와는 다른 새로운 관점에서 접근할 필요가 있음을 시사하고 있다. 이에 이 연구에서는 지금까지 추진된 지방대학 육성정책이 소기의 성과를 거두지 못하고 있는 현실에 착안하여 향후 지방대학 육성정책이 성공할 수 있는 제도적 기반 및 환경을 조성하는데 논의의 초점을 두었다. 구체적으로 이 연구는 국가 경제ㆍ사회 균형발전 정책의 큰 테두리 내에서 지방대학 육성정책을 논의하여야 한다는 전제 하에 지방대학의 현황 및 문제점, 지방대학 개혁의 국내ㆍ외 우수사례 등을 분석ㆍ논의하고, 이에 기초하여 지방대학 육성정책의 목적 및 추진 방향, 정책방안, 그리고 추진방식을 중앙정부 관점에서 제시하였다.1. The background and goal of the study There is a growing need for a new approach to foster local junior colleges and universities (hereafter local universities). There are complex reasons behind this: the emerging importance of the regional human resources development and regional innovation systems; the steadily weakening competitiveness of local universities; central government's policies for nurturing local universities that have failed to bear their expected fruits, and the new policy for balanced national development pursued by the current government. Against this backdrop, this study seeks to lay the groundwork for mapping out new policies that will support the development of successful local universities. In detail, this study discusses and analyzes the current status and problems of local universities, and draws upon exemplary cases from within and outside the nation on the premise that the policies for nurturing local universities should be prepared within an overall policy framework for balanced national social and economic development. Based on this, the study proposes from the perspective of the central government the goals, direction, and specific policy measures for nurturing local universities. 2. The current status and problems of local universities Among two-year colleges across the nation, non-metropolitan schools account for 67.9% and 62.7% of the number of schools and the number of students respectively (metropolitan areas, here, means Seoul, Inchon and Kyungki province). In the case of four-year universities, the corresponding figures are 59.5% and 60.7%. The numbers show that a relatively greater number of colleges and universities and students are located in non-metropolitan regions, a reflection of the population of Korea as a whole. 53.8% of people reside in non-metropolitan areas and 55.2% of total gross domestic product is generated by these regions, which also account for 55.2% of total enterprises and 51.1% of those engaging in businesses. Currently local universities in Korea are facing a variety of problems such as the increasing number of talented students flocking to universities in the metropolitan area, the growing trend of the lack of applicants and the low employment rate and relatively low employment status of local university graduates. Specifically, the more able students are opting for universities in metropolitan areas over those in non-metropolitan areas for reasons of employment opportunities and the prestigious hierarchical system among universities in Korea. This regional migration is further aggravated by the fact that a growing number of students in local universities are transferring to metropolitan universities. In addition, local universities have witnessed a sharply increasing trend of a declining number of applicants; a trend that is likely to deepen further after 2012. It was also found that the average employment rate of graduates from local universities and their rate of employment by the top 100 business are lower than those of graduates from metropolitan universities. Also, it took more time for local university graduates to find their first job than their metropolitan counterparts. In light of these problems, local universities are now caught in a vicious circle of weakened competitiveness that is both the cause and result of an academic brain drain, which, in turn, will be a drain on the competitiveness of the regions and the nation as a whole. There are complex reasons behind the current problems facing local universities. The economic and social gap between the metropolitan areas and non-metropolitan areas has kept widening; jobs preferred by graduates from two-year and four-year colleges and universities such as those requiring expertise and skills or administrative managerial jobs are mainly located in metropolitan areas; planning and operation of policies by central government are not reflecting the reality of local conditions; partnerships among local universities, local governments and local businesses have not been strong; educational and research facilities of local universities have been poor, which has undermined their competitiveness and finally, from a national perspective, there has been an oversupply of higher education itself. An analysis of the current status and problems of local universities has led to the following conclusions. First, it is necessary to prepare comprehensive measures that will ensure the co-operation and participation of both central and local governments in order to support local universities effectively. Second, more efforts should be made to improve the competency levels of local authorities for planning and reforming local policies. Third, measures for nurturing local universities should focus on the enhancement of local university's competitiveness. Fourth, to achieve an equilibrium in the balance of supply and demand of university education, non-performing universities should be forced out of the education market and university integration and restructuring should be encouraged. Finally, local schools should be equipped with better employment information systems for effective career and employment guidance. 3. Analysis of policies for nurturing local universities The study analyzes existing policies carried out by central government including the Ministry of Education and Human Resources Development, the Ministry of Commerce, Industry and Energy, the Ministry of Science and Technology, and the Ministry of Information and Communication. The policies are organized into four categories according to their goals - whether the nurturing of local universities themselves is the goal or the nurturing of local universities is just a part of fulfilling other objectives - and according to type of application - whether they are school-oriented or professor-oriented. The analysis found that the following problems exist in carrying out the aforementioned central government policies. First, it was difficult to make an accurate assessment of the results of projects arising from such policy since project goals had not been specifically described in the first place. Second, local universities do not have institutions in place capable of responding to policy projects designed to help in their improvement. As for the government's policies in general, it has been pointed out that policy projects have been carried out without the necessary coordination among the government agencies themselves. For example, projects commissioned by the Ministry of Education and Human Resources Development have been executed without proper coordination with the Ministry of Commerce, Industry and Energy. The effective execution of policy projects has also been further undermined by the failure of local universities to make required improvements in their institutions. In conclusion, before pursuing any policy project with the goal of nurturing local universities, it is first necessary to determine whether a similar kind of policy project is underway, and, if there is, to make sure that proper coordination on both content and methodology between the existing and new project is carried out. 4. Case studies of local universities for development of local human resources In order to discover factors for nurturing local universities and to seek ways to strengthen the competitiveness of local universities, an analysis was made of successful cases in Japan and the U.K. and of certain domestic universities, such as Handong University, Yeongsan University, Bugyeong University, Hoseo University, Gyeongnam Information College and Daedeok College. As a result, some factors were identified as being essential to the carrying out of policies for nurturing local universities. First, universities themselves should be strongly committed to the principle of ongoing development. Second, restructuring of universities should be planned and implemented in the long-term perspectives taking into account the opinion of every party of the university. Third, local universities need to strengthen practical education in response to the demands of local industry and facilitate cooperation with businesses in order to raise the employment rate of graduates and to draw more applicants. Fourth, it is necessary to pursue the development of local universities in line with the economic, social and cultural development of the region in a comprehensive and systematic way through coordination among government agencies. Fifth, partnerships among local universities should be established in order to heighten their competitiveness and to tackle the problem of decreasing numbers of applicants. Finally, local universities need to develop and provide education and training programs for employees in local businesses. 5. Measures to strengthen the competitiveness of local universities Based on the analyses mentioned above, the study discussed and proposed the goal of nurturing local universities, and policy directions and measures for their implementation from the perspective of central government. The strengthening of the human resources development and R&D for the development of industry and science of local universities was set up as a policy goal. Policy directions are also proposed: policy implementation from the viewpoint of comprehensive and balanced national and local development, policy initiation and pursuit by local stakeholder, and performance-oriented policy implementation. Along with the goal and directions of policies to nurture local universities, the study also proposed policy measures from the perspective of the central government. First, a system to link and coordinate policies for nurturing local universities should be put in place. In detail, the policies for local universities should be linked and coordinated with the policies for balanced development of the nation through the Council for Balanced National Development. Also, the function of the Committee on Human Resources Development should be strengthened in terms of linkage and coordination with policies for nurturing local universities. In addition, a consultative body for local development with the participation of local entities should be formed and operated. Second, local partnerships should be set up and facilitated. As part of these efforts, central government should provide financial and administrative incentives to encourage local stakeholder to actively participate in local university development projects and to induce local universities to make closer cooperation among themselves. Third, there should be extended supports for universities making efforts to reduce enrollment quota and to redesign the department structure including the integration of departments, as well as for the specialization project to develop university's specialty. Fourth, a legal and institutional framework should be laid for the closure of non-performing schools and easier integration among schools. Fifth, administrative and financial support should be increased for enhanced cooperation with businesses and for the establishment and operation of an association composed of business representatives from industry and an academic-industry consultative body. Sixth, information infrastructure for local human resources development and a system for ensuring the stability of local employment should be established and operated. The study also proposes policy implementation methods as follows: enactment of a Special Act for Nurturing Local Junior Colleges and Universities, incorporation of provisions for the development of local universities into the Special Act for Balanced National Development, establishment and operation of a Special Account for the Development of Local Universities, incorporation of items concerning the development of local universities into the Special Account for Balanced National Development, and establishment of a scientific and objective policy assessment system. As for the distribution of central government's budget for nurturing local universities, the study suggests two measures. First, it is necessary to set a national minimum level of educational and research standards and to distribute fairly a certain proportion of the budget to each region in order to guarantee the minimum level and later adjust the budget distribution based on the result of policy implementation. Second, in distributing the R&D budget of each government agency, it is desirable to distribute a certain share of the budget to each region and then let the local universities compete among themselves.목 차 Ⅰ. 서론 1 1. 연구의 필요성 및 목적 1 2. 연구내용 4 3. 연구방법 6 4. 연구의 접근 범위 6 Ⅱ. 지방대학의 문제 현황 및 원인 9 1. 지방대학의 현황 및 문제점 9 2. 원인 20 3. 정책적 시사 28 Ⅲ. 지방대학 육성 정책 분석 31 1. 지방대학의 육성정책의 범주화 31 2. 유형별 지방대학 육성 관련 정책 32 3. 정책적 시사 47 Ⅳ. 지역 인적자원개발을 위한 지방대학 운영 사례 49 1. 외국 지방대학의 운영 사례 49 2. 국내 지방대학의 운영 사례 64 3. 정책적 시사 84 Ⅴ. 지방대학 육성정책 방안 87 1. 지방대학 육성정책 목적 87 2. 지방대학 육성정책 추진 방향 88 3. 정책방안 91 4. 지방대학 육성정책 추진 방식 108 참고문헌 113 ABSTACT 11