항공사 기내서비스 품질이 고객만족과 충성도에 미치는 영향 = 국내 대형항공사와 저비용항공사의 비교연구

다국어 초록 (Multilingual Abstract)

There is now growing competition among domestic airlines in Korea. In the airline industry, service quality is considered a critical factor for success. Airline service includes ground service and in-flight service. This study especially focuses on in-flight service, which consists of physical service and personal service. The research was conducted to find out the effects of in-flight service quality on customer satisfaction and loyalty, comparing FSCs(full-service carriers) and LCCs (low-cost carriers). SPSS 21.0 was used for frequency analysis of the data. Confirmatory factor analysis and reliability analysis were also done to verify the reliability and validity of the measurement factors. As a result of the study, the conclusions are as follows. First, in-flight service quality affected customer satisfaction. Also, personal service quality had a greater influence than physical service quality. Second, in-flight service quality affected customer loyalty, and personal service quality had a greater influence than physical service quality. Third, customer satisfaction affected customer loyalty. Fourth, there were differences between FSCs and LCCs in in-flight service quality, customer satisfaction, and customer loyalty. Based on the results, this study can provide a theoretical approach that can help FSCs and LCCs effectively reinforce their competitiveness.