항공사 서비스 품질에 대한 고객신뢰가 고객만족과 재 구매에 미치는 영향 -아시아나 클럽 멤버를 중심으로- = The Effect of Customers` Reliability for Airline Service Quality on Customers` Satisfaction and Repurchase Intention -Focus on Asiana Club Members-

다국어 초록 (Multilingual Abstract)

The purpose of this research is to reveal the conception and determining factors of airline service in order to develop strategies to maintain customers. Service Quality has an influence on customer satisfaction and customer satisfaction has an influence on repurchase intention. Customer reliability has an influence on customer satisfaction. As airline markets` competition becomes more competitive in global airline companies and customers` requirements are more specific and complete service. Service organizations are expanding much efforts in retaining customers. More research has been published lately about airline service, reliability and customer satisfaction as well as studies about repurchasing. It has been researched how the relationship is related to among airline service quality, customer reliability, customer satisfaction and repurchase intention on airline industry.