항공사의 비즈니스 서비스품질에 대한 실증적 분석 = 기내엔터테인먼트서비스를 중심으로

다국어 초록 (Multilingual Abstract)

The Objective of this study is to verify significant results through empirical analysis for service quality of In-Flight Entertainment(IFE). Especially, this study centered on carry out empirical analysis of positive influence relations between five service quality factors and customer loyalty (others recommendation and reuse), According to the analysis. Recommendation was supported for tangibility and empathy. But it was not supported commonly for the other factors. And, reuse was supported by tangibility, responsiveness and empathy except reliability, assurance. These results can be used to enhance service strategy of airline and furthermore. They can be utilized to understand how Airline would produce competitiveness and approach to their various customer. But this study has several limitations because of population size, nationality, survey location, customers needs, etc. In the future, It is necessary to carry out difference analysis by approaching these various

참고문헌 (Reference)

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