항공사의 Self-Service Technology(SST)품질이 고객만족과 행동의도에 미치는 영향 연구

• 영문명: A Study on Airlines' Self-Service Technology(SST) Quality affecting Customer Satisfaction and Behavioral Intention.
• 발행기관: 관광경영학회
• 저자명: 신찬호 이현주
• 간행물 정보: 『관광경영연구』제16권 제2호, 97~117쪽, 전체 21쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.06.30

영문 초록

This study aims to investigate what types of airlines' SST are exisitng and examine the effect of SSTQUAL for airlines on customer satisfaction and behavioral intention. Total of 197 samples were finally collected from the people who have experienced using airline website, ARS, kiosk and mobile applications so on. SSTQUAL for airlines were classified into security, functionality, ease of use, usefulness and customer satisfaction, reuse intention and word-of-mouth were composed of single dimension. Results of the study can be briefly summarized as follows. First, airlines' SSTQUAL such as security, functionality, ease of use, usefulness turned out to have significant influence on customer satisfaction. Second, custmer satisfaction had a significant influence on reuse intention and word of mouth. Third, reuse intention on airlines' SST had a significant influence on word-of-mouth. In conclusion, customer satisfaction which can affect reuse intention and word-of-mouth positively can be enhanced by increasing security, functionality, ease of use, usefulness of airlines' SST.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 실증분석 결과

Ⅴ. 결론 및 시사점

참고문헌

키워드

Self-Service Technology(SST) SSTQUAL customer satisfaction reuse intention word-of-mouth