국내 저가항공사의 서비스품질, 고객만족, 충성도간의 영향관계 (The Influence Relationship between Domestic LCC's Service Quality, Customer Satisfaction and Loyalty)

서지정보

· 발행기관 : (사)한국관광레저학회
· 수록지 정보 : 관광레저연구 / 23권 / 4호 / 237 ~ 256페이지
· 저자명 : 이승현, 김정만

초록

The purpose of this study is to identify the influence relationship between domestic LCCs' service quality, customer satisfaction and loyalty, to strengthen LCCs’ competitiveness through improvements in service quality of domestic LCCs, and to look for ways to create new demand in the domestic air transportation market.
Surveys were conducted of 350 passengers who had experienced domestic LCCs’ to shed light to the influence between LCCs' service quality, customer satisfaction and loyalty. Of the 350 respondents, 316 questionnaires were collected. 25 questionnaires with invalid responses were excluded and 291 questionnaires were validated as samples for a statistical analysis. The analysis clearly showed that customer satisfaction with service quality had a great influence on customer loyalty which is closely related to repurchases and customer referrals. At the same time, low-cost carriers should enhance service quality by pursuing customer satisfaction-oriented management in order to retain loyal customers and boost returns on management.
They also indicated that service quality had a strong impact on customer satisfaction, although the merit of low fares was the major reason for air travelers to choose domestic LCCs.

영어초록

The purpose of this study is to identify the influence relationship between domestic LCCs' service quality, customer satisfaction and loyalty, to strengthen LCCs’ competitiveness through improvements in service quality of domestic LCCs, and to look for ways to create new demand in the domestic air transportation market.
Surveys were conducted of 350 passengers who had experienced domestic LCCs’ to shed light to the influence between LCCs' service quality, customer satisfaction and loyalty. Of the 350 respondents, 316 questionnaires were collected. 25 questionnaires with invalid responses were excluded and 291 questionnaires were validated as samples for a statistical analysis. The analysis clearly showed that customer satisfaction with service quality had a great influence on customer loyalty which is closely related to repurchases and customer referrals. At the same time, low-cost carriers should enhance service quality by pursuing customer satisfaction-oriented management in order to retain loyal customers and boost returns on management.
They also indicated that service quality had a strong impact on customer satisfaction, although the merit of low fares was the major reason for air travelers to choose domestic LCCs.

참고자료

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