저비용항공사 기내식 품질이 만족 및 재이용 의도에 미치는 영향
Influence of the Quality of Low-cost Carrier Meal Service on Customer Satisfaction and the Intention of Reuse of Airline
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초록
The purpose of the present study was to study the influence of the low-cost carrier meals service quality on customer satisfaction and the intention of reuse of airline. A survey was carried out for a period of one month in customers who experienced international flight meal service with low-cost carrier. Out of 200 questionnaires distributed, a total of 135 questionnaires responded faithfully were used for data analysis. The data analysis showed that the quality of airline meal service significantly affect customer satisfaction and the preference of low-cost carrier or reuse. These results suggest that airline meal service affect critically the psychological satisfaction of customers although the airfare is low. Therefore, decision-making process for airline management should be primarily based on the consideration of factors influencing customer satisfaction.
Abstract
The purpose of the present study was to study the influence of the low-cost carrier meals service quality on customer satisfaction and the intention of reuse of airline. A survey was carried out for a period of one month in customers who experienced international flight meal service with low-cost carrier. Out of 200 questionnaires distributed, a total of 135 questionnaires responded faithfully were used for data analysis. The data analysis showed that the quality of airline meal service significantly affect customer satisfaction and the preference of low-cost carrier or reuse. These results suggest that airline meal service affect critically the psychological satisfaction of customers although the airfare is low. Therefore, decision-making process for airline management should be primarily based on the consideration of factors influencing customer satisfaction.
참고문헌 (33)
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