항공사웹사이트의 이용의 편리성과 지각된 정당성이 만족도에 미치는 영향 －웹서비스접점을 중심으로－
Effects on Customers’ Satisfaction by the Convenience of Airline Web-site use and Perceived Justice -Focused on Web-service Encounter-
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Abstract
As a matter of course the commercial activities though the web are onsidered more and more important in the whole e-business activities. We need the notion web service encounter to abstract the properties which get the tourist satisfied which he meet the Airline website. This study investigates the relationships between ease of use of webservice encounter, perceived justice, and visitors’ satisfaction. A field survey was conducted from December 1 ~ 7, 2008. Among the questionnaires that returned to the researcher, the valid sampling of 277 subjects were analyzed. Based on the survey, the analysis was carried out on what differences turn out according to using regression analysis. The results are as the following: First, there was ease of use, justice of Airline website evaluation. Second, there was a significant relationship in Airline web encounter user’s ease of use and justice intention among the characteristics of the sample. The study is useful for: First, it has provided the empirical frame for constructing the Airline web encounter. Second, it has provided the clue to enhance the quality of Airline web encounter. Third, the results of this study can be useful for enhancing the competence of online Airline industry.
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