기내서비스품질과 고객만족 및 항공사이미지 간의 구조적 관계 : LCC와 FSC간의 영향 차이분석 (Structural relationships among Inflight Service Quality, customer satisfaction and airline image : Analysis of Impact Differences between LCC and FSC)

서지정보

· 발행기관 : 한국관광진흥학회
· 수록지 정보 : 관광진흥연구 / 9권 / 3호 / 111 ~ 134페이지
· 저자명 : 김순희

초록

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.

영어초록

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.

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