사우스웨스트항공 서비스품질 및 고객만족에 관한 연구
A Study of the Impact Service Quality on Satisfaction of the South West Airlines
0
조회
0
다운로드
6
인용
0
참고문헌
키워드
초록
Recently the number of low cost carriers in the world has been increasing. This increase in low cost carriers has recently become one of the most important issues in the airline industry in korea. The purpose of this study was to examine how service Quality was affected among passengers of South West Airlines and the second purpose of this paper is to suggest the strategic direction for the low cost carriers of Korea to survive in the competitive airline industry. The results of the analyses show that empathy and responsibility affect customer satisfaction. Second, it was found that realiability had significant effects upon customer satisfaction. And the price and safety impacted the passengers’ choice of low cost carriers.
Abstract
Recently the number of low cost carriers in the world has been increasing. This increase in low cost carriers has recently become one of the most important issues in the airline industry in korea. The purpose of this study was to examine how service Quality was affected among passengers of South West Airlines and the second purpose of this paper is to suggest the strategic direction for the low cost carriers of Korea to survive in the competitive airline industry. The results of the analyses show that empathy and responsibility affect customer satisfaction. Second, it was found that realiability had significant effects upon customer satisfaction. And the price and safety impacted the passengers’ choice of low cost carriers.
참고문헌 (19)
- 권재현, "기업 특유성, 경영 활동의 합치성, 그리고 저가 항공사의 고성과 창출 및 지속", 한국항공경영학회지, 7(4), pp.73~89 (2009), 한국항공경영학회
- 김민수, "저가항공 서비스에 관한 비교 연구", 한국항공경영학회지, 6(3), pp.25~42 (2008), 한국항공경영학회
- 김영택, "지각된 고객가치 측정에 관한 연구", 서비스경영학회지, 6(2), pp.91~104 (2005), 한국서비스경영학회
- 서창적, "국적 항공사 서비스품질요인이 외국인 고객만족에 미치는 영향에 관한 연구", 서비스경영학회지, 7(1), pp.147~171 (2006), 한국서비스경영학회
- 유미, "항공사 이용객의 선택 속성과 고객만족과 고객충성도의 관계연구", 석사, pp.2008
- 이태훈, "저원가항공사 출현 배경과 경쟁력 분석", 석사, 경제대학원, pp.2006
- Cronin, J, "Measuring Service Quality: “A Reexamination and Exention", Journal of Marketing, 56, pp.55~68 (1992)
- Garvin, D. A, "What Does ‘Product Quality’ Really Mean", Sloan Management Review, 26(1), pp.25~43 (1984)
- Gillen, D, "Competitive advantage of low-cost carries; some implications for airlines", Journal of Air Transport Management, 10(1), pp.41~50 (2004)
- Gittel, J. H., "The Southwest Airlines Way" (2003), Mc Graw-Hill, Inc
- Grönroos, C., "Innovative Marketing Strategic and Organization Structures for Service Firm", Emerging Perspectives on Services Marketing, AMA, pp.9~12 (1983)
- Grönroos, C., "A Service Quality Model and Its Marketing Implication", European Journal of Marketing, 18(4), pp.36~44 (1984)
- Grönroos, C., "Service Management and Marketing: a customer relationship management approach" (2000), Wiley
- Mittal, B, "Why do customers switch? The dynamics of satisfaction versus loyalty", Journal of Services Marketing, 12(3), pp.177~194 (1998)
- Oliver, R. L., "Cognitive, affective, and attribute bases of the satisfaction response", Journal of Consumer Research, 20(3), pp.418~430 (1993)
- Parasuraman, A, "A Conceptual Model of Service Quality and Its Implication for Future Research", Journal of Marketing, 49, pp.41~50 (1985)
- Parasuraman, A., "SERVQUAL: A Multiple Item Scale for Measuring Consumer Perception of Service Quality", Journal of Retailing, 64(spring), pp.12~40 (1988)