서비스 실패요인별 고객의 불만족과 불평행동에 미치는 영향 = 국내선 항공사 이용고객을 중심으로

다국어 초록 (Multilingual Abstract)

Higher competition in the airline industry made the motive to emphasize the quality management in the airline service. This study attempts to identify the service failure and customer dissatisfaction in the airline industry. Especially, customer dissatisfaction by factors of the service failure has statistically significant differences on behavioral responses. For this study, primary data were collected 300 questionnaires targeted to passengers departing at the Jeju international airport for 15days including weekends. When customers have dissatisfied with some aspects of the airline service; take no action, switching, discontinue use of the service, tell friends and others about their problems, complain to cabin manager, complain to sort of consumer protection groups. As a result of this study, it could be helpful for the airline industry to establish marketing strategy by understanding customers` dissatisfied factors and complaint behaviors in the airline industry. Finally, an airline management should make more efforts to improve service qualities and types.