AHP기법을 활용한 항공사 객실승무원 교육훈련 내용의 상대적 중요도 및 우선순위에 관한 연구

In this paper, we analyzed the importance and priority of training contents based on an airline"s advanced training curriculum to be used as important basic data of crew training. The team of experts for the AHP questionnaire consisted of a cabin crew team leader, an assistant manager, and a team member with more than 10 years of practical experience. A total of 39 questionnaires were distributed, and 36 were used for the final analysis. As a result of this study, roles and responsibilities as a high-class cabin crewmember (0.156) was the most important factor. Also, types of customers and manners in high-class (0.127), and in-flight conversation with high-class service (0.110) followed. Next, high-class service procedures (0.096) and comprehension of high-class service procedures (0.096) were important. Meanwhile, image making as a professional cabin crewmember (0.077) was more important than types and features of high-class wine (0.051), types and features of high-class meals (0.047), and of high-class beverages (0.033). Relatively low ranking factors were types and operation of high-class IFE systems (0.028), types and operation of high-class seats (0.027), and IFE troubleshooting(0.020). This study can be used as important basic data for the composition of training contents, time of courses, and duration of education in developing future cabin crew training curriculum. In addition, not only airlines but also educational and service professional institutions can contribute to more systematic educational programs.