저비용항공사 이용 고객의 지각된 서비스공정성이 고객 시민행동, 브랜드애착, 브랜드충성도에 미치는 영향
The Effect of Perceived Service Fairness on Customer Citizenship Behavior, Brand Attachment, Brand Loyalty in Low Cost Carriers
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The purpose of study is to find out if low cost carriers with minimal crew members can justify their increased role and accept simplified services, while something causing customers to act as flight attendants and help other passengers. Therefore, in this study, the effect of customer citizenship behavior was analyzed for adults in their over 20s who had experience using low cost carriers in the effect of perceived fairness on brand attachment and brand loyalty of low cost carriers. A total of 351 questionnaires were received by online surveyors, and statistical processing for empirical analysis based on the questionnaire was verified using AMOS 28 for the verification of reliability and validity of the questionnaire. The consequence of this research is presented as follows; The procedural fairness of the perceived service fairness does not significantly affect customer citizenship behavior, Customer citizenship behavior significantly affects brand attachment and brand loyalty.
Abstract
The purpose of study is to find out if low cost carriers with minimal crew members can justify their increased role and accept simplified services, while something causing customers to act as flight attendants and help other passengers. Therefore, in this study, the effect of customer citizenship behavior was analyzed for adults in their over 20s who had experience using low cost carriers in the effect of perceived fairness on brand attachment and brand loyalty of low cost carriers. A total of 351 questionnaires were received by online surveyors, and statistical processing for empirical analysis based on the questionnaire was verified using AMOS 28 for the verification of reliability and validity of the questionnaire. The consequence of this research is presented as follows; The procedural fairness of the perceived service fairness does not significantly affect customer citizenship behavior, Customer citizenship behavior significantly affects brand attachment and brand loyalty.
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