초록 열기/닫기 버튼
The purpose of this study is to propose practical implications for the direction of establishing and improving airline services in the pandemic situation by examining the impact of passengers' perception and behavioral intentions on the service environment of domestic airlines changed by the COVID-19 pandemic. This study conducted a survey of passengers using domestic flights within the past year. Through related previous studies, the factors of the Pandemic Airline Servicescape changed by COVID-19 were derived, the importance and satisfaction of airline passengers were analyzed using IPA (Importance Performance Analysis), and further the effect on reuse intention was verified. Through empirical analysis, among the Pandemic Airline Servicescape measurements, items that need to be maintained or improved by airlines were derived, and the effect on reuse intention was analyzed. As a result, It showed that in-flight cleanliness and hygiene, ticketing and boarding services, and cabin crew and passenger factors had a significant effect on reuse intention.
키워드열기/닫기 버튼
Airline Servicescape, Reuse Intention, Importance- Performance Analysis
