항공사 서비스 품질 평가에 따른 고객 만족에 관한 연구 = The study on relation between estimation of airlines' service quality and customer's satisfaction

다국어 초록 (Multilingual Abstract)

The interest in service industry is increasing because service industry continues to grow bigger and in national economy.
This Study is centered on the estimation of airlines' service quality and strategic management plans due to the increase of an air transportation demand and customer's trend to seek for service quality.
Firstly, this study sets the type of criteria for the differentiation of the air service market and clarifies the characteristics of their purchase behavior by different segment of air passenger.
Secondly, it grasps the airlines attributes and the degree of importance considered in choosing airlines by exerting influence on the degree of air passenger's satisfaction and makes a systematic analysis on the type of airline choice behaviors.
Thirdly, this study identifies the degree of satisfaction which air passengers are experience in their air travels through an empirical analyses.
The results of this study are as follows.
First, the verified meaningfulness in some major items shows that airlines' service quality has an effect on the satisfaction.
Second, the verified results show that the satisfactory customers have a positive effect on information by word of mouth.
Third, the verified results show that the satisfactory customers have a positive effect on re-boarding effect.

목차 (Table of Contents)

• Ⅰ. 서론
• Ⅱ. 항공사 서비스품질에 대한 이론적 배경
• Ⅲ. 실증연구
• Ⅳ. 실증분석
• Ⅴ. 결론
• 참고문헌
• ABSTRACT