초록 열기/닫기 버튼
e-CRM allows airlines to provide customized services to meet customer needs and also provides differentiated services from competitors by piling up finely detailed customer information, so that they may drive given customers into lifelong and loyal ones. This study intended to conduct an empirical analysis on what low cost carrier's e-CRM components may have significant effects on its customer satisfaction respectively and ultimately on customer loyalty as well, and as a result of the analysis, effective ways of promoting low cost carrier's e-CRM were suggested. The research findings can be outlined as follows:First, it was notable that low cost carrier's e-Sales and e-Service had positive effects on customer satisfaction with regard to low cost carrier's e-CRM components,which implies that customer satisfaction requires special operation and care for low cost carrier's e-Sales and e-Service. Second, it was found that low cost carrier's e-Sales and e-Service had positive effects on customer loyalty with regard to low cost carrier's e-CRM components. Therefore, this result implies that better customer loyalty cannot be attained without any struggle to explore how to improve low cost carrier's e-Sales, e-Service and customer satisfaction.
키워드열기/닫기 버튼
Low Cost Carrier, e-CRM, Customer Satisfaction, Customer Loyalty
