항공사와 객실 승무원 이미지 요인과 고객만족 및 고객충 성도와의 인과관계 분석 -인천국제공항 고객들을 대상으로-
Effect on Customer Satisfaction and Customer Loyalty by the Images of Airline and Flight Attendants
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The summary of the results of the empirical analysis are as follow. First, as it was proved through regression analysis that the all five dimensions of airline image has a positive(+)effect on customers' satisfaction. Second, as it was proved through regression analysis that the all five dimensions of airline image has a positive(+) effect on customers'loyalty. Third, as it was proved through regression analysis that the all three dimensions of flight attendants image has a positive(+) effect on customers' satisfaction. Fourth, as it was proved through regression analysis that the all three dimensions of flight attendants image has a positive(+) effect on customers' loyalty. In last, the customers' satisfaction of airline image and flight attendants image was found to have a significant positive effects on customers' loyalty. The results of this study may be applied in establishing airline image strategies.
Abstract
The summary of the results of the empirical analysis are as follow. First, as it was proved through regression analysis that the all five dimensions of airline image has a positive(+)effect on customers' satisfaction. Second, as it was proved through regression analysis that the all five dimensions of airline image has a positive(+) effect on customers'loyalty. Third, as it was proved through regression analysis that the all three dimensions of flight attendants image has a positive(+) effect on customers' satisfaction. Fourth, as it was proved through regression analysis that the all three dimensions of flight attendants image has a positive(+) effect on customers' loyalty. In last, the customers' satisfaction of airline image and flight attendants image was found to have a significant positive effects on customers' loyalty. The results of this study may be applied in establishing airline image strategies.
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