원문정보
A Study on the Relationships among the Relational Benefit, Customer Satisfaction, Continuous Use Intention of Airline Technology-based Self-service Users
초록
영어
The purpose of this study is to verify the causal relationships between the relational benefits of airline Technology-based self-services(TBSS) perceived by customers and continuous use intentions of the customers and whether customer satisfaction has mediating effects between the foregoing. This study was conducted with customers who had used an airline TBSS system and a questionnaire survey was conducted. The final 220 valid samples were analyzed using SPSS 23.0. According to the results of analysis, first, the relational benefits(psychological benefit, informational benefit) of airline TBSS have significant effects on continuous use intentions(R2=27.8%). In addition, out of the relational benefits of airline TBSS, the psychological benefit(0.377) was found to have larger effects on continuous use intentions than the informational benefit(0.199). Second, the relational benefits(psychological benefit, informational benefit) of airline TBSS were shown to have significant effects on customer satisfaction factors(R2=27.2%). Third, customer satisfaction with airline TBSS was shown to have significant effects on continuous use intentions (R2=50.2%), and play a mediating role in the relationship between the relational benefit of airline TBSS and continuous use intentions. Accordingly, if trust, stability, and diverse information are provided to customers who use airline TBSS, the customers will perceive the services as services differentiated from other airlines leading to further improvement of customer satisfaction.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 기술기반 셀프서비스와 관계혜택
2. 기술기반 셀프서비스의 고객만족과 지속적 이용의도
Ⅲ. 연구설계
1. 연구 모형 및 가설
2. 변수의 조작적 정의 및 측정
3. 자료수집 및 분석방법
Ⅳ. 실증분석
1. 인구통계학적 특성
2. 구성개념의 타당성 및 신뢰성
3. 가설검증
Ⅴ. 결론
참고문헌