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    항공사 이용객들의 경험품질에 관한 연구 = The Relationships of Experience Quality, Perceived Value, Customer Satisfaction, and Customer Loyalty in Airline Industry

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    https://www.riss.kr/link?id=A99801887

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    다국어 초록 (Multilingual Abstract) kakao i 다국어 번역

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    The air travel market has had great competition in recent years after opening the era of low-cost airlines in South Korea, and this caused many passengers have begun to become aware of the experience of service quality. This paper examines the passenger experience of airline service boarding and investigates the relationships between the those experiences, perceived value, customer satisfaction, and customer loyalty. A total of 321 respondents completed a survey. Using structural equation modeling (SEM) technique, the results reveal the direct effects of experience that impact on perceive value and customer satisfaction. However, contrary to our expectation, experience quality has a negative effect on customer loyalty. Managerial implication are provided following presentation of the findings.
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    The air travel market has had great competition in recent years after opening the era of low-cost airlines in South Korea, and this caused many passengers have begun to become aware of the experience of service quality. This paper examines the passeng...

    The air travel market has had great competition in recent years after opening the era of low-cost airlines in South Korea, and this caused many passengers have begun to become aware of the experience of service quality. This paper examines the passenger experience of airline service boarding and investigates the relationships between the those experiences, perceived value, customer satisfaction, and customer loyalty. A total of 321 respondents completed a survey. Using structural equation modeling (SEM) technique, the results reveal the direct effects of experience that impact on perceive value and customer satisfaction. However, contrary to our expectation, experience quality has a negative effect on customer loyalty. Managerial implication are provided following presentation of the findings.

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