항공사 기술기반 셀프서비스 이용객의 관계혜택, 고객만족, 지속적 이용의도 간의 관계 연구

• 영문명: A Study on the Relationships among the Relational Benefit, Customer Satisfaction, Continuous Use Intention of Airline Technology-based Self-service Users
• 발행기관: 관광경영학회
• 저자명: 진경미 정은유
• 간행물 정보: 『관광경영연구』제22권 제5호, 1027~1046쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2018.09.30

영문 초록

The purpose of this study is to verify the causal relationships between the relational benefits of airline Technology-based self-services(TBSS) perceived by customers and continuous use intentions of the customers and whether customer satisfaction has mediating effects between the foregoing. This study was conducted with customers who had used an airline TBSS system and a questionnaire survey was conducted. The final 220 valid samples were analyzed using SPSS 23.0. According to the results of analysis, first, the relational benefits(psychological benefit, informational benefit) of airline TBSS have significant effects on continuous use intentions(R2=27.8%). In addition, out of the relational benefits of airline TBSS, the psychological benefit(0.377) was found to have larger effects on continuous use intentions than the informational benefit(0.199). Second, the relational benefits(psychological benefit, informational benefit) of airline TBSS were shown to have significant effects on customer satisfaction factors(R2=27.2%). Third, customer satisfaction with airline TBSS was shown to have significant effects on continuous use intentions (R2=50.2%), and play a mediating role in the relationship between the relational benefit of airline TBSS and continuous use intentions. Accordingly, if trust, stability, and diverse information are provided to customers who use airline TBSS, the customers will perceive the services as services differentiated from other airlines leading to further improvement of customer satisfaction.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Local Festival Technology-based Self-service(TBSS) Relational Benefit Customer Satisfaction Continuous Use Intention