초록 열기/닫기 버튼
In this research. the impact of quality of flight meals serviced by airline companies on customer value congruency and customer loyalty followed by the necessity of in-depth research on flight meals among diverse services provided by airline companies. Especially, the mediator effect of value congruency was verified in terms of relationship between the quality of flight meals and customer loyalty. For this research, a survey was conducted to in-bound locals who experienced international flights in Incheon Airport for two months, which was from August to September 2017. Total of 382 survey papers were used for analysis and SPSS 23.0 and AMOS23.0 programs were used. for statistics. As a result of analysis, among the service quality of flight meals, the fundamental quality of meals, diversity of menus, response and empathy of flight attendants, and external quality factors of meals had the positive impact on the value congruency. In addition, among the service quality of flight meals, the fundamental quality of meals, diversity of menus, and external quality factors of meals had the positive impact on the customer loyalty. On the other hand, in terms of mediator effect of value congruency in terms of relationship between the quality of flight meals and customer loyalty, there was mediator effect of value congruency in the fundamental quality of meals, diversity of menus, response and empathy of flight attendants, and external quality factors of meals. Through this research, it has been identified what factors among service quality of flight meals could be improved to satisfy the needs of customers and enhance customer loyalty. Furthermore, the value congruency recognized by the customers on flight meal service was identified, which indicates that general improvement is required on the service quality of existing flight meals.
키워드열기/닫기 버튼
Airline company, Flight meal service, Service quality of flight meals, value congruency, customer loyalty
