초록 열기/닫기 버튼
The objective of this study is to examine the effects of human service quality of airlines on word-of-mouth interactions and repurchase intentions of airline service users. For this purpose, six-hundred copies of a questionnaire were distributed to customers, only 381 which were deemed valid. Data obtained from the questionnaire analyzed using frequency analysis, factor analysis and regression analysis. According to the results, the human service quality of airline industry have been identified as three factors: Preparation for Service, Responsiveness, and Attractiveness. Among them, Preparation for Service and Responsiveness have a positive impact on Word-of-mouth which also has a positive influence on repurchase intentions. Consequently, this suggests that airlines should spare no effort in providing appropriate training and support programs for their employees, so that they can enhance their service quality and build customer loyalty.
