원문정보
초록
영어
The purpose of this study is to investigate the effect of airline service quality and the awareness of switching cost on customer loyalty and contribute to marketing strategies to increase customer loyalty to airlines. Based on the existing research on service quality of airlines, switching cost, and customer loyalty, we derived each component, conducted questionnaires and conducted an empirical survey. As a result of the analysis, physical services and systematic services of airline have a positive effect on customer loyalty. And all factors of awareness of switching cost have a positive effect on customer loyalty. Based on the results of this study, it is suggested that airline service quality and switching cost should be improved to increase airline customer loyalty.
목차
I. 서론
II. 이론적 고찰
1. 항공사 서비스품질
2. 전환비용
3. 고객충성도
III. 연구방법
1. 연구모형 및 가설설정
2. 변수의 정의 및 측정
3. 자료수집 및 분석방법
VI. 실증분석
1. 표본의 일반적인 특성
2. 신뢰성 및 타당성 검증
3. 항공사 서비스품질, 전환비용 인식, 고객충성도간의 영향 관계
V. 결론 및 시사점
참고문헌