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2024
국제선 항공사 서비스품질이 고객 만족과 재이용 의도에 미치는 영향 - 항공사 명성의 조절효과 -
The impact of International airline service quality on customer satisfaction and reuse intention. - Moderating Effects of airline reputation -
한국외식산업학회
이진영, 박종찬
논문정보
- Publisher
- 한국외식산업학회지
- Issue Date
- 2024-02-01
- Keywords
- -
- Citation
- -
- Source
- -
- Journal Title
- -
- Volume
- 20
- Number
- 1
- Start Page
- 85
- End Page
- 100
- ISSN
- 1738-8244
Abstract
The purpose of this study was to examine the moderating effect of airline reputation on the causal relationship between international airline service quality, customer satisfaction, and repurchase intention among domestic airline customers. The survey for this study was conducted through a one-month Google online survey from September 1, 2023 to October 31, 2023, among Koreans who have used airline services in the last three years. First, the effect of airline service quality on customer satisfaction was analyzed, and it was found that the sub factors of airline service quality, human service, physical service, and ancillary service, all had a significant positive effect on customer satisfaction. Second, the effect of airline service quality on repetition intention was analyzed, and it was found that the sub-factors of airline service quality, human service, physical service, and ancillary service, all had a significant positive effect on repetition intention. Third, the effect of airline customer satisfaction on repetition intention was analyzed, and it was found that customer satisfaction with airline service quality had a significant positive effect on repetition intention. Fourth, airline reputation has a significant moderating effect on the relationship between service quality and customer satisfaction. The reputation of an airline allows customers to expect and trust the services of the airline and feel satisfied with the quality when they use the airline. Therefore, airlines need systematic strategies and efforts to maintain the trust, reputation, and good image that they have built up over the years.
- 광주대학교
- KCI
- 한국외식산업학회지
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