지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2011.9
- 수록면
- 247 - 264 (18page)
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초록· 키워드
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This thesis distributed questionnaires and investigated customers who had experiences in overseas travels(within three years` international lines), in Seoul, capital areas, and Daejeon. The distribution and collection period of questionnaires was January 5-April 20, 2011. This thesis distributed 330 copies and used the last 280 copies (87%) for positive analysis. The analysis result is as followings. First, as a result of investigating positive(+) influence on customer satisfaction and trust, the most influential factors of four service qualities were airfare and airport services, advance booking and ticketing services, inner human services, crew-members` appearance, and inner environment services in order. The most influential factors in trust were advance booking and ticketing services, inner human services, airfare and airport services, crew-members` appearance, and inner environment services in order. Second, airline customers` customer satisfaction had a positive influence on trust (+). Third, airline customers` customer satisfaction and trust had a positive(+) influence on repeated airline use intention.
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UCI(KEPA) : I410-ECN-0101-2018-326-002147642