저가항공사 서비스품질과 서비스가치 및 고객충성도의 관계에 관한 연구

• 영문명: A Study on the Relationship between Service Quality, Service Value and Customer Loyalty for Low-Cost Airlines
• 발행기관: 관광경영학회
• 저자명: 안희정 김현준
• 간행물 정보: 『관광경영연구』제18권 제1호, 163~186쪽, 전체 24쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2014.03.31

영문 초록

This study develops its own measurement factors for evaluating the service quality of low-cost airlines and employs them to discover and delineate the structural relationship among service quality, service value and customer loyalty in the low-cost-airline sector. This study gauges service quality based on economic value, stability, human service, physical service and systematic service. In addition, it measures service value in two separate aspects, monetary, non-monetary value and customer loyalty as a single aspect. The summarized results of the analyses are as follow. First, after analyzing the consequence of the effect of service quality on monetary value, it is clear that while stability and human service do not positively affect monetary value even though economic value, physical service and systematic service do. Second, when analyzing the influence of service quality on non-monetary value, all five factors turned out to be positively effective on non-monetary value. Third, as a result of the analysis of the effect of service quality on customer loyalty, it was confirmed that there is a positive influence by both monetary and non-monetary value on customer loyalty; this effect was especially high when the latter was more strongly perceived. Study findings suggest that apart from offering low airfares, low-cost airlines can become more competitive by offering more tangible physical-environment service and better technical quality in their convenient systems.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구 설계

Ⅳ. 실증분석

Ⅴ. 결론 및 시사점

Ⅵ. 한계점 및 향후 연구과제

참고문헌

키워드

Customer Loyalty Low-Cost Airlines Service Quality Service Value