초록 열기/닫기 버튼

The purpose of this study is to confirm the effect of aviation self-service technology on customer satisfaction due to an increase in the utilization rate of non-face-to-face services in situations such as COVID-19, and to confirm whether perceived risk has a moderating effect. The survey was conducted on adults with overseas tourism experience within the last three years, and a total of 232 copies were used for the final analysis. The SPSS 22.0 program was used for analysis. As a result of the analysis, hypothesis 1 came out. Self-service technology was found to have an effect on customer satisfaction, and hypothesis was 2. The effect of mitigating perceived risk was analyzed as partial adoption. The findings suggested that all self-service technology characteristics are important for customer satisfaction, so measures to improve customer satisfaction should be prepared.



키워드열기/닫기 버튼

셀프서비스기술 품질. 고객만족. 지각된 위험. 항공사
이 키워드로 연구동향 분석 이 키워드로 논문 검색

Quality of Self-service Technology. Customer Satisfaction. Perceive Risk. Airline.