국내 저가항공사의 객실서비스 품질이 고객만족도에 미치는 영향 = The Impact on Customer Satisfaction in Cabin Service Quality of Domestic Low-Cost Airlines

다국어 초록 (Multilingual Abstract)

The objective of this study is to find out the awareness of low cost carrier customers on cabin service quality and analyse the effect of cabin service quality on customer satisfaction and loyalty. The finding from this study will enhance competitiveness of low cost carriers and further help build up strong customer satisfaction and loyalty which will eventually generate future demand and increase market competitiveness. The results of this study are as follows: First, the age-cabin service quality and customer satisfaction, loyalty validation results differ by more than 30 passengers, passengers in less than 30 food and beverage services, entertainment services and found that this is important. Education according to the cabins of service quality and customer satisfaction, loyalty validation result is less than high school with the highest customer satisfaction and loyalty appeared to be. The cabins on the importance of education affect the quality of service did not show. Income according to the cabin service quality, customer satisfaction, loyalty verify the difference in income of around 300 to 3,990,000 won for passengers customer satisfaction and loyalty was higher. Second, the cabin service quality and customer satisfaction, both between positive (+) showed that correlation. And the cabin environment and the broadcasting service, entertainment service, kindness and trust, showed order-impact. However, cabin service, food and beverage services that do not affect customer satisfaction showed. Third, customer satisfaction, customer loyalty, which showed no significant impact. This domestic flights by the customer re-purchase is higher.