저가항공사의 e-서비스품질이 고객의 만족과 신뢰 및 몰입과 충성도에 미치는 영향 연구 = A Study on how E-Service Quality of Low Cost Airlines will Affect Customer`s Satisfaction and Trust, Commitment and Loyalty

다국어 초록 (Multilingual Abstract)

The purpose of this study is to examine how e-service quality of the low cost airlines will affect customer`s satisfaction and trust, and this satisfaction and trust will affect commitment and loyalty. According to the factor analysis, e-service quality of the low cost airlines was classified into information trend, interactivity, aesthetics, security, ease of use, reliability, and response. And satisfaction, trust, commitment, and loyalty was composed of single dimension. The results of the hypothesis testing that response, security, and reliability turned out to have a positive influence on satisfaction and trust, and satisfaction showed a positive influence on trust, commitment, and loyalty. Trust turned out to have a positive influence on commitment and loyalty. Also commitment showed a positive influence on loyalty. However, it showed that aesthetics and ease of use related with airlines web site itself doesn`t show satisfaction and reliability a positive influence. Recently, with the development of information and intelligence technology, most of the web site hardware and design was manufactured greatly, and its use was made very easily. As a result, it proves that they don`t affect customers` cognition. Also, it showed that information trend and interactivity didn`t show a positive influence on satisfaction and trust, but some information in the airlines is directly connected to the customer`s airlines boarding. Accordingly, all information on the web site is confirmed as a recent and accurate information. And so, the writer concludes that the cognition about an airlines e-service should be more important than community between customers or interaction through a notice board.