항공서비스에서 고객 만족에 대한 마케팅 조절 효과 분석 = An Empirical Analysis on the Mediating Role of Marketing on Customer Satisfaction Focused on the Aviation Service

다국어 초록 (Multilingual Abstract)

World aviation market has been expanded every year caused by improvement of economic levelㆍquality of individual life, increase of the development of tourist industry. Aviation companies have compete to develpe the service program for the maintaining of sustainable choice by customer and develop the market share. This study aims to suggest customer service strategy which is based on the relations between satisfaction by providing a differentiated service quality. This paper is focusing on the investigation with the mediating role of commitments on customer satisfaction in Aviation company. For this purpose, we do literature reviews, develop research model and conduct an empirical research. The literature review covers theoretical discussion on customer satisfaction and core variables for hypothesis setting. This analysis shows the airline service factors have a positive effect on the customers… satisfaction and re-choice intention. And it is necessary to improve airlines… systematic management and strategic development on airline service factors for better airlines… customer service.

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