ECSI모형을 통한 항공이용 승객의 고객만족과 충성도에 관한 연구

다국어 초록 (Multilingual Abstract)

Among the large number of currently available approaches for studying customer satisfaction, a very promising one is that adopted in the European Customer Satisfaction Index(ECSI) Model. The main goal of the present paper is to develop the theoretical model customer satisfaction and loyalty. The ECSI model is estimated with data from a survey carried out among airline passengers. The results how that some variables sch as perceived quality, customer satisfaction and loyalty are better explained by the theoretical model. Also, statistically significant interactions between the variables with image, expectations, perceived quality, perceived value, customer satisfaction, and loyalty were discovered.

참고문헌 (Reference)

1 "우리나라 항공사의 국제선 여객 운송서비스 마케팅 전략에 관한 연구" 1992

2 "서비스품질과 서비스가치" 1 (1): 77-99, 1999

3 "서비스 산업의 발상과 전략" 1983

4 "마케팅조사 이렇게" 법문사 1996

5 "quality comes to service" 105-111, 1990

6 U, "a study of quality dimensions The role of culture on participation and perceived service quality in retail banking Proceedings of the ANZMAC Conference University of Otago" 1290-94, 19821998

7 "The Standards issue in CS/D research Journal of Consumer`Satisfaction Dissatisfaction and Complaining Behavior" 103-110, 1991

8 "The Loyal Traveler: Examining a Typology of Service Patronage" 2-10, 1997

9 "The Effects of Corporate Image in the Formation of Customer Loyalty" 1 : 82-92, 1998a

10 Martensen, A, "The Drivers of Customer Satisfaction and Loyalty, Cross-Industry Findings From Denmark" 11 : 8544-8553, 2000

11 "Strategic Management and Marketing in the Service Sector Swedish School of Economics and Business Aministation" 1982

12 "Refinement and Reassessment of the SERVQUAL Scale Journal of Retailing" 420-450, 1991

13 "Reassessment of Expectations as a Comparison Standard in Measuring Service Quality Implications for Future Research Journal of Marketing" 201-230, 1994

14 "Quality standards and Consumer Satisfaction of Restaurant Dining(Part II)" 1 (1): 59-80, 1995

15 Kristensen, K, "Measuring the Impact of BuyingBehaviour on Customer Satisfacton" 10 : 602-614, 1999

16 Cronin,J.J, "Measuring service quality:a reexamination and extension" 56 (56): 55-68, 1992

17 "Measurement and Evaluation of Satisfaction Processes in Retail Settings Journal of Retailing" 25-48, 1981

18 Service Management, "Managing the Moments of Truth in Service Competition" Lexington Lexington Book 1990

19 "Key Conepts in Communication" Inc 1983

20 Dick, "Journal of the Marketing Science" 99-113, 1994

21 Fornell, "Journal of Marketing" 6-21, 1992

22 "Journal of Health Care Marketing" 5-17, 1989

23 Jones, "Fares and Fences-Perspective of the Air Traveler Journal of Travel Research 19" 17-25, 1980

24 A Service Quality Model, "European Journal of Marketing" 36-44, 1984

25 ECSI Technical Committee, "European Customer Index Foundation and Structure forHarmonized National Pilot ProjSatisfaction ects, ECSI" 1998

26 "Customer Value: The Next Source for Competitive Edge" 25 (25): 139-153, 1997

27 "Customer Loyalty and Complex Services the Impact of Corporate Image on Quality, Customers Satisfaction and Loyalty for Customers with Varying Expertise" 9 (9): 7-23, 1998b

28 "Customer Car" Kogan Page 1997

29 "Consumer Perceptions of Price A Means-End Model an Synthesis of Evidence Journal of Marketing" 2-22, 1988

30 Lee, Moonkyu, "Consumer Evaluation of Fast-food Services: a Cross-national Comparison" 11 (11): 39-52, 1997

31 "Communication and Control Processes in the Delivery of Services Quality Journal of Marketing" 535-48, 1988

32 "An examination of the effect of product performance on brand reputation European Journal of Marketing" 109-20, 1993

33 "An Investigation into the Determinants of Customers Satisfaction Journal of Marketing Research" 491-504, 1982

34 "An Experimental Study of Customer Effort, Expectation and Norms in Models of Consumer Satisfaction" 2 (2): 244-249, 1965

35 Fornell, C, "American Customer Satisfaction Index: Nature, Purpose an Findings" 60 : 7-18, 1996

36 "AMOS 구조방정식 모형분석" SPSS 아카데미 2003

37 Fornell, C. A, "A national customer satisfaction barometer:the Swedish experience" 56 (56): 6-21, 1992

38 Haubl, G, "A cross-national investigation of the effects of country of origin and brand name on the evaluation of a new car" 13 (13): 76-97, 1996

39 "A Multistage Model of Consumers' Assessments of Service Quality and Value" 17 (17): 75-384, 1991

40 "A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality Journal of Retailing" 12-40, 1988

41 "A Framework for Marketing Image Management" 94-104, 1991

42 "A Concepture Model of Service Quality and Its Implications for Future Research Journal of Marketing" 41-50, 1985

43 Elliott, K. M, "A Comparison of Alternative Measures of Service Quality" 1 (1): 33-44, 1995

44 "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions Journal of Marketing Research" 460-468, 1980

45 "2010년 산업발전 전망과 비전" 산업자원부 2001