여행항공부문논문 : 항공사 이용고객의 지상 서비스 품질, 만족, 재이용 의도의 관계 연구 = A Study on the Airline Customers in Relationship with Ground Service Quality, Satisfaction, and Intention of Reusing

다국어 초록 (Multilingual Abstract)

These are the most challenging times for air transportation industry in 21st century. Airlines live in competitive world. Consumers are demanding a variety of information about their demand because of severe competition, good quality service standard, E-ticketing, ground cargo service, and so on. Therefore, customer may choose one of many airline companies. Travelers benchmark airlines on many factors. Most passengers base their decision on the balance of ground service and quality. From this view point, this paper focuses on customer`s satisfaction about measurement for ground service efficiency, and tries to identify the results for intention of reusing. I would like to suggest possible solutions for the successful airline strategy of service quality and top-management`s strategic needs from the A to Z for improvement.