항공사 서비스 품질 차원의 영향에 관한 연구 -한국 및 호주 국제선 승객의 차이를 중심으로- = A Study on the Effects of Airline Service Dimensions -Concentrating on the difference between Korean and Australian International Air Passengers-

다국어 초록 (Multilingual Abstract)

This paper investigates how airline service dimensions, passenger satisfaction, and airline image determine passengers` behavioural intentions. For this testing, Structural Equation Modeling using a maximum likelihood estimator, was applied to data collected from Korean and Austrlian international air passengers. In-flight service, employee service, and flight availability were found as significant drivers of Korean international passengers` satisfaction. In-flight service and reservation related service were found as significant drivers of Australian international passengers` satisfaction. In addition, passenger satisfaction was directly and indirectly related to airline image, passengers` repurchase intentions and word-of-mouth communication for both Korean and Australian international passengers.