초록 열기/닫기 버튼
This thesis distributed questionnaires and investigated customers who had experiences in overseas travels(within three years’ international lines), in Seoul, capital areas, and Daejeon. The distribution and collection period of questionnaires was January 5-April 20, 2011. This thesis distributed 330copies and used the last 280 copies (87%) for positive analysis. The analysis result is as followings. First, as a result of investigating positive(+) influence on customer satisfaction and trust, the most influential factors of four service qualities were airfare and airport services, advance booking and ticketing services, inner human services, crew-members’ appearance, and inner environment services in order. The most influential factors in trust were advance booking and ticketing services, inner human services, airfare and airport services, crew-members’ appearance, and inner environment services in order. Second, airline customers’ customer satisfaction had a positive influence on trust (+). Third, airline customers’ customer satisfaction and trust had a positive(+) influence on repeated airline use intention.
키워드열기/닫기 버튼
Airline’s Service Quality, Trust, Customer Satisfaction
