여행사 예약담당자의 CRS선택속성과 만족도에 관한 연구 = 서울소재 BSP 여행사를 중심으로

다국어 초록 (Multilingual Abstract)

The purpose of this study is to investigate not only the important attributes that CRS users in travel agents are considering at booking time and their satisfaction with the attributes, but also the difference in priorities of their CRS choice attributes and the difference in their satisfaction with them based on agent business type. Major findings are as follows ; Firstly, the analysis result on the importance of attributes in choosing CRS by user is as follow : Convenient ticketing functions, easy security of airlines seats, quick response time, convenient reservation functions, practiced system. It shows that CRS users recognize that ticketing related functions such as fare calculation and flight coupon issue are very difficult and important, therefore, they are always considering this point at booking time. Secondly, the analysis result on user satisfaction with each attribute is as follows : Convenient ticketing functions, practiced system, convenient reservation functions, quick response time, convenient flight schedule. It appears that the most satisfying attribute for users is the ticketing related functions. Thirdly, there is no significant difference in priority of CRS choice attributes except for the only two factors between users based on business types of travel agents. It represents that no specific reference exists between the CRS choice attributes and agent`s business types in choosing CRS system by users. Fourthly, there is no significant difference in satisfaction of CRS choice attributes other than some factors between users based on business types of travel agents. Finally, We hope that the result of the study will be an useful material to help CRS companies being in operation in our country to work out their marketing strategies and to improve their systems to be able to meet user demand in the market.