시스템 및 정보서비스 관점에서 항공사 소셜네트워크 서비스의 품질영향분석 = The Analysis of the Quality Impact of Airline SNS from the Viewpoint of System and Information

다국어 초록 (Multilingual Abstract)

The objective of this research is to suggest how to keep the continuous customers and how to build business model and marketing strategy. In detail, this research aims to closely examine the relationship among SNS quality(service quality, information quality, system quality) for airline customers, relational benefit(social benefits, psychological benefit, customization benefit, economic benefit) and customer satisfaction. As a result, if SNS quality is getting better, relational benefit better is higher. Specifically service information quality is more impactive to relational benefit than system quality. The effect of psychological customization benefits from SNS quality is the strongest to customer satisfaction of all factors. To conclude, the results of this research can be the guideline when designing marketing strategies for airline customers and for traditional tourism customers who use SNS.

참고문헌 (Reference)

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