원문정보
초록
영어
This research explored structural relationships between personal attributions, flight safety, in-flight services, airline image and customer satisfaction. For the empirical analysis of this study, a questionnaire was conducted on travelers who traveled abroad using the travel agencies with the cooperation of travel agencies located in Seoul and Busan using a self-contained questionnaire. The collected 359 data were analyzed for reliability and correlation using SPSS 24 and AMOS 18, and the confirmed factor analysis and measurement model analysis were tested using AMOS26. A total of eight hypotheses were established in this study, seven of which were adopted and one was rejected. Further analysis also led to meaningful research results by analyzing the relationships and differences between variables for LCC and FSC. First, it has been revealed that there is no impact between in-flight service and airline image in LCC , and that in-flight service in FSC improves airline image. Second, flight safety has an impact on LCC and FSC. Third, customer satisfaction is higher when LCC and FSC users improve their airline image than FSC users. Fourth, while in-flight services do not have a significant impact on customer satisfaction at LCC. Finally, based on the findings, we present conclusions and implications, the limitations of this study, and the direction of future research.
목차
I. 서론
II. 이론적 배경과 가설도출
1. 기내서비스품질(IFSQUAL: Inflight Service Quality)
2. 고객만족과 항공사이미지
3. 가설도출
III. 연구방법
1. 연구모형 및 표본설계
2. 조사 도구와 설문지 구성
IV. 분석결과
1. 각 변수별 기술통계 분석결과
2. 연구모델 검증결과
Ⅴ. 결론
참고문헌