항공사 서비스품질이 서비스만족, 항공사이미지에 미치는 영향

• 영문명: The Effect of Airline Quality of Service on Airline’s Image: To the International Passenger of National Airlines
• 발행기관: 관광경영학회
• 저자명: 박영식 박인실
• 간행물 정보: 『관광경영연구』제22권 제7호, 777~796쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2018.12.31

영문 초록

This study was designed to identify the relationship between the service quality of airlines(human and physical service quality, and systemic service quality) on the satisfaction of the service and the image of airlines on national airlines. The purpose of the study is to present strategic implications for the differentiated and competitive airline's service policies to provide the basic information necessary to establish strategies for international flights by national airlines and to improve ongoing customer maintenance. As a result of the analysis, first of all, the impact of the airline's international service quality and service satisfaction on the airline's international flights was having a positive influence. They also tend to be consistent with previous research results. Second, the existing research results are consistent with the existing research results, as both the satisfaction of the international service of the nationality airline and its impact on the airline's image are also affected. Third, the existing research results are consistent with the existing research results, as the quality of service of the international airline of the nationality airline and its relationship with the airline's image are affected. These results suggest that the human service quality, systemic service quality, and material service quality of the airline should be recognized as the top priority in order to secure loyal customers through satisfaction of the service. It also suggests that national airlines alone need differentiated and competitive service marketing to generate profits on international routes.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 분석별과

Ⅴ. 결론

참고문헌

키워드

Airlines’service Quality Human Service Physical Service System Service Service Satisfaction Airline Image