기내엔터테인먼트의 서비스품질이 고객만족과 주변추천 및 재이용에 미치는 영향 －한국ㆍ미국ㆍ중국 장거리 탑승경험자를 중심으로－
The Influence of Service Quality on the Customer Satisfaction, Recommendation and Reuse in the IFE
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Abstract
The Purpose of this study is to obtain very significant results through empirical analysis with Korean, US, and Chinese users who had been a long-distance passenger. Especially, This study centered on carry out empirical analysis of positive influence relations between six service quality factors and general customer satisfaction, between general customer satisfaction and others’ recommendation and repurchase, and between six service quality factors and repurchase of in-flight entertainment experienced by respondents. According to the analysis. [H1] was supported for tangibility and empathy by Korean and US users, for responsiveness by Chinese users, for assurance by US users, and for contents by Korean, US, Chinese users. But it was not supported commonly for reliability. [H2] was supported by Korean, US, and Chinese users. But This study has several limitations and future tasks. Difference responses can be expected in terms of satisfaction with service, others’ recommendation, and reuse whether service experience is personal or group-based, like group tourism. It is necessary to carry out difference analysis by these travel types in the future.
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