Service Quality with Satisfaction and Loyalty in the Airline Industry

• 영문명: Service Quality with Satisfaction and Loyalty in the Airline Industry
• 발행기관: 한국관광학회
• 저자명: Hwa-Kyung Kim
• 간행물 정보: 『International Journal of Tourism Science』Vol.13 No.3, 31~50쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2013.12.31

영문 초록

In a fiercely competitive air travel marketplace, many airlines today focus on delivering quality services with the aim of achieving competitive advantage. While there are many studies investigating service delivery more generally, few have focused on service delivery in the airline industry in particular, and fewer still on airline service provision in the emerging air travel markets of Asia. The aim of this study was to assess service quality in the airline industry with a focus on a major international airline in the Asian region. A total of 181 questionnaires were completed by passengers who had travelled with the airline during a 12-month period. The findings highlight that the quality of service provided has a positive impact on both customer satisfaction levels and behavioural intentions. The study provides valuable implications for the airline industry given the severe competition characterising air travel in the early 21st century.

목차

Introduction

Literature Review

Methodology

Findings

Hypotheses Testing

Discussion

Conclusions

References

키워드

Airline industry Service quality Customer satisfaction Behavioural intentions