항공사 기내식음료서비스가 고객만족과 행동의도와의 관계 연구

• 영문명: Effect of In- Flight Food and Beverage Service on Customer Satisfaction and Behavioral Intention
• 발행기관: 한국해양관광학회
• 저자명: 서일권(Seo, Il-Kwon)
• 간행물 정보: 『해양관광연구』제12권 제2호, 139~153쪽, 전체 15쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2019.12.30

영문 초록

This study examines the relationship between customer satisfaction and behavioral intention by airlines for beverage services such as coffee, beverages, and wine provided onboard. The direction of the study is to analyze the questionnaire and to recognize the importance of the aviation industry which is continuously growing such as low-cost airlines. Consider that the services provided to customers on board the airline have many impacts. Empirical analysis will be conducted with reference to the preceding research on beverage service. In this study, a questionnaire related to the in-flight food and beverage service of airlines was composed and distributed to 300 customers who had aboard flight experience. As a result, the beverage service of airline confirmed positive influence on customer satisfaction and positive influence on behavioral intention through empirical analysis. In order to increase the loyalty of customers using airlines, beverage service provided on board has a very important influence. Systematic improvement is needed as part of the management strategy to enhance luxury and differentiation by airline.

목차

Ⅰ. 서 론

Ⅱ. 이론적 연구

Ⅲ. 연구방법

Ⅳ. 실증분석

Ⅴ. 결론과 제언

키워드

항공서비스 기내식음료서비스 고객만족 행동의도 Airline Service In-Flight Food and Beverage Service Customer Satisfaction Behavioral Intention