저비용 항공사의 지각된 서비스 가치 및 품질이 고객만족, 행동의도에 미치는 영향 연구

• 영문명: A Study on the effect of the recognized price and quality on the customer satisfaction and intention of action of the LCC
• 발행기관: 관광경영학회
• 저자명: 박승식
• 간행물 정보: 『관광경영연구』제19권 제5호, 177~194쪽, 전체 18쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2015.12.31

영문 초록

The aim of this study is to analyze the effect of passengers’ perceived value on online customer satisfaction, trust and loyalty of Low-cost airlines, by conducting a survey on passengers who had experienced Low Cost Carriers in international and/or domestic flights. The result of factor analysis suggested 3 categories of perceived value-functional value, emotional value, and social value. Test of hypotheses supported the significant relationships among the variables. Findings indicated that perceived value has significant effects on the satisfaction and trust on airline, which, in turn, enhances customer loyalty. In particular, the effect of functional value was significant to both international and domestic flights, implying that providing a reasonable airfare is the most important. In addition, emotional value had a significant and direct effect on trust in international flights, indicating that emotional exchange and homey services are critical to increasing trust on the airline. Based on the study’s findings, Low-cost airlines are recommended to establish differentiated and customer-oriented marketing strategies to attract loyal customers as well as provide reasonable airfare and homey services so as to meet the expectations of customers and their perceived value for respective routes.

목차

Ⅰ. 서론

Ⅱ. 연구의 이론적 배경

Ⅲ. 조사설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Low-Cost Carrier Perceived Value Customer Satisfaction Intention of Action