항공예약 서비스품질의 결정요인 -온라인과 오프라인 예약 경로의 차이 분석을 중심으로-
A study on the determinants of service quality of reservation for air ticket
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This study is for the reservation step in the process of purchasing air ticket. To make a reservation for air ticket, there're two channels that are on-line and off-line. The on-line channel defines as internet booking engine on the web sites and the off-line channel defines the other ways except on-line. The Reservation is the first step in the purchasing of air ticket. Therefore in this step, it is needed to be provided almost all of the informations for purchasing air ticket. The information includes comparing airlines' flight schedule and airfare that are most applicable to passengers' schedule and it also should be available. Thus, this study try to find which factors of the reservation service qualities are more important thing when a passenger choose the reservation channel between on-line and off-line according to his or her characteristic.
Abstract
This study is for the reservation step in the process of purchasing air ticket. To make a reservation for air ticket, there're two channels that are on-line and off-line. The on-line channel defines as internet booking engine on the web sites and the off-line channel defines the other ways except on-line. The Reservation is the first step in the purchasing of air ticket. Therefore in this step, it is needed to be provided almost all of the informations for purchasing air ticket. The information includes comparing airlines' flight schedule and airfare that are most applicable to passengers' schedule and it also should be available. Thus, this study try to find which factors of the reservation service qualities are more important thing when a passenger choose the reservation channel between on-line and off-line according to his or her characteristic.