원문정보
A Study on the effect of the recognized price and quality on the customer satisfaction and intention of action of the LCC
초록
영어
The aim of this study is to analyze the effect of passengers’ perceived value on online customer satisfaction, trust and loyalty of Low-cost airlines, by conducting a survey on passengers who had experienced Low Cost Carriers in international and/or domestic flights. The result of factor analysis suggested 3 categories of perceived value-functional value, emotional value, and social value. Test of hypotheses supported the significant relationships among the variables. Findings indicated that perceived value has significant effects on the satisfaction and trust on airline, which, in turn, enhances customer loyalty. In particular, the effect of functional value was significant to both international and domestic flights, implying that providing a reasonable airfare is the most important. In addition, emotional value had a significant and direct effect on trust in international flights, indicating that emotional exchange and homey services are critical to increasing trust on the airline. Based on the study’s findings, Low-cost airlines are recommended to establish differentiated and customer-oriented marketing strategies to attract loyal customers as well as provide reasonable airfare and homey services so as to meet the expectations of customers and their perceived value for respective routes.
목차
Ⅰ. 서론
Ⅱ. 연구의 이론적 배경
1. 항공사 지각된 가격
2. 항공사 서비스 품질
3. 항공사 고객만족, 행동의도
Ⅲ. 조사설계
1. 연구 모형
2. 연구가설
3. 조사설계
4. 설문지의 구성
Ⅳ. 실증분석
1. 인구통계학적 특성
2. 측정도구의 신뢰성 및 타당성
3. 가설검증
Ⅴ. 결론
참고문헌