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논문검색

항공사 이용객의 체면민감성과 항공사선택속성, 고객만족 및 재 구매의도 간의 관계: FSC 항공사를 중심으로

원문정보

The relationship of customers social-face sensitivity with customers choice of airline, customer satisfaction, and Repurchase Intention : Focusing on Major Airlines

양지인

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초록

영어

This research explored how the social-face sensitivity of users of major Airlines effects the factors governing airline choice, and empirically analyzed the impact of those factors on consumer satisfaction and their purchase intentions. This research was based on a questionnaire survey conducted among 200 domestic airline users, and the analysis results are as follows. First, consciousness of other people’s opinions under the category of social-face sensitivity exerted a notable influence on cabin service and additional services, while exerting an insignificant influence on flight service. Second, consciousness of formality under the category of social-face sensitivity was found to be a significant influence only on cabin service, while exerting a negligible influence on flight service and additional services. Third, consciousness of embarrassment under the category of social-face sensitivity had major influences on flight service, cabin service, and additional services. Fourth, among the factors governing airline choices, flight service and cabin service were verified to have a notable influence on consumer satisfaction. Fifth, consumer satisfaction was identified as the factor that exerts a positive influence on repurchase intentions. Based on these research findings, this paper proposes the direction for an effective service and marketing of domestic airlines.

목차

ABSTRACT
I. 서론
II. 이론적 고찰
1. 체면민감성
2. 항공사 선택속성
3. 고객만족
4. 재 구매의도
III. 가설설정 및 연구 설계
1. 가설설정 및 연구모형
2. 표본 및 자료수집
IV. 분석결과
1. 인구통계학적 분석 결과
2. 타당성 및 신뢰성 검정
3. 가설검정 결과
V. 결론 및 시사점
참고문헌

저자정보

  • 양지인 Yang, Ji-In. 경기대학교 서비스경영전문대학원 박사과정

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자료제공 : 네이버학술정보

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