항공사 서비스 품질에 대한 고객 인식 연구
Analyzing Customer's Perception of Airline Service Quality
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참고문헌
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초록
The airline industry all over the world has been rapidly growing. The competition between airlines for gaining competitive advantage of the market is becoming fierce. Airlines are looking for better ways to enhance survive quality. Therefore, This study focus on customer's perception of airline service quality. This study examines the customer's perception and understands importance and priority of airline service quality. The main purpose of this research is to derive preliminary data for airline's strategic planning. This study proposes five underlying determinants of customer's airline service quality and analyse the data by using AHP(Analytic Hierarchy Process) analysis. The results of this study produced priority list which reflects customer's view about airline service. 'Safety' and 'Economy' were most important factors of airline service quality. Authors expect that the results of this study will contribute to establish marketing strategies for airlines
Abstract
The airline industry all over the world has been rapidly growing. The competition between airlines for gaining competitive advantage of the market is becoming fierce. Airlines are looking for better ways to enhance survive quality. Therefore, This study focus on customer's perception of airline service quality. This study examines the customer's perception and understands importance and priority of airline service quality. The main purpose of this research is to derive preliminary data for airline's strategic planning. This study proposes five underlying determinants of customer's airline service quality and analyse the data by using AHP(Analytic Hierarchy Process) analysis. The results of this study produced priority list which reflects customer's view about airline service. 'Safety' and 'Economy' were most important factors of airline service quality. Authors expect that the results of this study will contribute to establish marketing strategies for airlines
참고문헌 (44)
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