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.
이 논문의 연구 히스토리 (2)
- 이 논문의 후속연구가 궁금하신가요?
- 연관 학술논문 또는 학술발표를 통해 보다 발전된 연구결과를 확인하실 수 있습니다.
- 이 논문의 연구 히스토리 확인하기
초록· 키워드
오류제보하기
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
등록된 정보가 없습니다.
참고문헌 (61)
참고문헌 신청
Etheringtion, L. D / 1984 / Establishing a measure of airline preference for business and non-business travelers / Journal of Travel Research 22(4):22~27
Finn, D. W. / 1991 / An evaluation of the SERVQUAL scales in the retailing setting / Advances in Consumer Research 18(1):483~490
Griffin, J / 2002 / Customer Loyalty: How to Earn It, How to Keet It / Jossey-Bass
Heskett, J. L. / 1997 / Service profit chain / Simon and Schuster
Jones, T. A. / 1995 / Why satisfied customers defect / Harvard Business Review 73(6):89~99
Finn, D. W. / 1991 / An evaluation of the SERVQUAL scales in the retailing setting / Advances in Consumer Research 18(1):483~490
Griffin, J / 2002 / Customer Loyalty: How to Earn It, How to Keet It / Jossey-Bass
Heskett, J. L. / 1997 / Service profit chain / Simon and Schuster
Jones, T. A. / 1995 / Why satisfied customers defect / Harvard Business Review 73(6):89~99
이 논문의 저자 정보
최근 본 자료
댓글(0)
0