항공사 비정상 운항과 고객 불평행동에 관한 연구
A Study on the Airline Irregular Operations and Customer Complaint Behavior
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The purpose of the study is examines the characteristic of customer complaint behavior under airline irregular operations. Two type of irregular operation, weather-delay operation and aircraft connection-delay operation, is suggested in case that pre-information of delay operation is notified and not notified, respectively. Accordingly, totally 4 case of irregularity has been suggested to investigate the effect on customer complaint behavior. By using factor analysis, three type of complaint behavior were derived, direct reponses, private responses and thirty-party responses. For this study, multiple regression and one-way ANOVA are applied to analyze the relationship between the variables. The main study's results are as follows. Type of irregular operations are found to have a effect on customer complaint behavior. Pre-notice of delay operation has effect on customer complaint behavior as well. Gender and frequency of boarding have effect on customer complaint behavior, but age doesn't. Female and low frequent flier are more likely to have a complaint behavior than male and high frequent flier. Results for 4 case of irregular operation revealed each case is significantly different than each other case.
Abstract
The purpose of the study is examines the characteristic of customer complaint behavior under airline irregular operations. Two type of irregular operation, weather-delay operation and aircraft connection-delay operation, is suggested in case that pre-information of delay operation is notified and not notified, respectively. Accordingly, totally 4 case of irregularity has been suggested to investigate the effect on customer complaint behavior. By using factor analysis, three type of complaint behavior were derived, direct reponses, private responses and thirty-party responses. For this study, multiple regression and one-way ANOVA are applied to analyze the relationship between the variables. The main study's results are as follows. Type of irregular operations are found to have a effect on customer complaint behavior. Pre-notice of delay operation has effect on customer complaint behavior as well. Gender and frequency of boarding have effect on customer complaint behavior, but age doesn't. Female and low frequent flier are more likely to have a complaint behavior than male and high frequent flier. Results for 4 case of irregular operation revealed each case is significantly different than each other case.
참고문헌 (10)
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