항공운송서비스 지연(遲延)이 고객만족, 관계품질, 고객충성도에 미치는 영향

• 영문명: Effects of Air Transportation Service Delay on Customer Satisfaction, Relationship Quality, and Customer Loyalty
• 발행기관: 한국관광학회
• 저자명: 이지영 김규호
• 간행물 정보: 『관광학연구』제32권 제1호, 315~338쪽, 전체 24쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2008.02.29

영문 초록

Scheduled operation in airline is one of crucial elements for customer satisfaction. Increasing delays nowadays in air transportation service are becoming problematic. In connection with relationship marketing. authors thus in this paper try to examine relationships of air transportation service delay on customer satisfaction, relationship quality, and customer loyalty. The results showed that the air service delay was exerting strong negative effect on customer satisfaction. And customer satisfaction to air transportation service was found directly influencing on relationship quality and customer loyalty. This proves the level of air transportation service delays is keenly affecting on customer loyalty.

목차

I. 서론

II. 이론적 배경

III. 연구방법

IV. 분석결과

V. 결론 및 한계

참고문헌

키워드

항공운송서비스 지연 고객만족 관계품질 고객충성도 Transportation service delay Customer satisfaction Relationship quality Customer loyalty