항공사 이용 고객만족에 영향을 미치는 서비스 요인에 관한 연구

• 영문명: A study on the service factors that effect the Airline customer satisfaction: Ground process factors, in-human factors, in-flight entertainment factors
• 발행기관: 한국관광학회
• 저자명: 이정현 김민수
• 간행물 정보: 『관광학연구』제35권 제6호, 343~358쪽, 전체 16쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2011.08.31

영문 초록

Airline customers want to receive differentiated service that meets their personality and their needs rather than the uniform and inflexible service of the past. Recently, several low-cost airline companies have entered the severe competitive market of the airline industry in Korea. This study was conceptualized the airline services in terms of three dimensions; ground process, cabin human service and in-flight entertainment Then, it investigated the factor that mostly effects customer satisfaction. Data were collected from 205 customers of airline service in 2010. Results showed that the respondents' evaluation on the ground process were most significantly associated with their satisfaction level, while in-flight human service were least likely related to their satisfaction level. Findings from this study suggested that in order to provide more satisfaction to customers, airline companies should concentrate on providing customers with the convenient ground operation process rather than in-flight human service.

목차

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 연구방법

Ⅳ. 실증분석

Ⅴ. 결론 및 시사점

참고문헌

키워드

프로세스 기내인적요인 기내엔터테인먼트 Process In-human factors In-flight entertainment