항공사의 서비스 품질이 고객-기업 동일시와 재구매의도에 미치는 영향에 관한 연구 = A Study of the Effect of SERVQUAL on Customer-Company Identification and Repurchase Intention in Airline Company

다국어 초록 (Multilingual Abstract)

This study investigates the effects of customer-company identification and repurchase intention followed by aggregation of image attributes from previous researches. Furthermore, this study restructured variables such as service quality, image attributes, customer-company identification, and repurchase intention to find out interrelationship and suggested new strategic marketing paradigm. To achieve the purpose of this study, data was collected from air passengers who have used domestic air services at Incheon International Airport and Kimpo Domestic Airport. The data revealed that there were significant relationships between the variables. The dimension of flight related service, physical service and fare were all positive effect on guest-company identification. However, unlike other variables, physical service didn’t show significant relationship with repurchase intention.

참고문헌 (Reference)

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