항공사의 지각된 서비스 품질이 고객만족 및 재 구매 행동에 미치는 영향

• 영문명: Defect of Airline Perceived Service Quality on Customer Satisfaction and Intent ion : Focusing on Seoul to Honolulu Flight
• 발행기관: 대한관광경영학회
• 저자명: 송성인 조주은
• 간행물 정보: 『관광연구』제19권 제1호, 229~246쪽, 전체 18쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2004.06.30

영문 초록

This study aims at finding out what service factors satisfy airline passengers while focusing on changes in desires of passengers; and discovering what differences exist in overall customer satisfaction and customers' intention to use the airline service again. A technical analysis of the degree of customer satisfaction on airline service packages among airline passengers shows that the averages are generally high even though there are slight differences among service factors. This means that customer satisfaction of passengers is relatively high about airline service qualities. Therefore, airline companies need to raise the service level of relatively low satisfaction factors while maintaining the current service quality and to devise marketing strategies on airline service qualities by making efficient use of customers who use the airline service again.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 분석결과

Ⅴ. 결론

참고문헌

키워드

항공사 서비스 품질 고객만족 재 구매 행동