In case of airlines’ long distance route users, selecting attributes of airlines and consumption value which preferentially are considered in various ones when they select airlines need to be investigated and especially, it is judged to need studies on consumers’ expectation attributes when they sel...
In case of airlines’ long distance route users, selecting attributes of airlines and consumption value which preferentially are considered in various ones when they select airlines need to be investigated and especially, it is judged to need studies on consumers’ expectation attributes when they select domestic airlines. In case of domestic airlines, understanding of consumption value of users is important and provision of the air services which respond to relatively high prices will increase loyalty and lead to customer satisfaction and reuse. Airlines’ service quality has actively been done in various aspects. However, there can be few studies on the service quality which focuses on long distance routes. Therefore, as the service quality that consumers expect in long distance routes drawn from the result of this study is understood and improvements are prepared, it can be meaningful in that it is utilized as the basic data for establishment of strategies to increase loyalty and customer satisfaction.
The purpose of this study is to establish the relationship between the service quality and loyalty and customer satisfaction targeting customers who use long distance routes of domestic airlines. It is to understand needs of the customers who use domestic airlines and provide the basic data which can be utilized as the domestic airlines’ plans to strengthen the competitiveness by establishing the differentiated service strategies.
Hypotheses were suggested based on the several variables presented in research models through theoretical bases to establish the relationship between the service quality and loyalty and customer satisfaction targeting the customers who use the long distance routes of the domestic airlines, the purpose of the study.
In the study, adults over the age of 20 with experiences to use long distance routes of the domestic airlines which departed from Incheon International Airport for recent 6 months were selected as a population. And for the survey period, questionnaires were distributed and collected for 20 days from Oct. 20th, 2014 to Nov. 8th, 2014. For sampling of the subjects, 350 copies of the questionnaire were distributed to the customers and ordinary persons who were waiting for airplanes by using judgement sampling of random sampling. A total of 331 copies of the questionnaire except the 19 copies which are judged to be unreliable responses or short distance route users were utilized in an empirical analysis. For question contents, answers were done by the self-administration method and the completed questionnaires were collected. The data that entries were twice made and nothing was written were excluded from the analysis by collecting the ones that the response of the questionnaire was completed. And the data were coded by classing them into analyzable ones and computer processing was done according to the purpose of the study by using the SPSS 19.0 version for Window Statistical Package.
In the air services, the intangible services including reservation, ticketing, boarding, and in-flight meal services can be important. Especially, in case of long distance routes, the long services should be done in narrow planes. Therefore, in case of the long distance routes, provision of convenience with users in planes will make them feel satisfied and happy. In case of the domestic airlines, understanding of users’ consumption value is important and provision of the services which respond to relatively high prices will increase loyalty about domestic airlines and lead to customer satisfaction and reuse. Airlines’ service quality has actively been done in various aspects. However, However, there can be few studies on the service quality which focuses on long distance routes. Therefore, Therefore, as the service quality that consumers expect in long distance routes drawn from the result of this study is understood and improvements are prepared, it can be meaningful in that it is utilized as the basic data for establishment of strategies to increase loyalty and customer satisfaction.
In case of airlines’ long distance route users, selecting attributes of airlines and consumption value which preferentially are considered in various ones when they select airlines need to be investigated and especially, it is judged to need studies on consumers’ expectation attributes when they select domestic airlines. In case of domestic airlines, understanding of consumption value of users is important and provision of the air services which respond to relatively high prices will increase loyalty and lead to customer satisfaction and reuse. Airlines’ service quality has actively been done in various aspects. However, there can be few studies on the service quality which focuses on long distance routes. Therefore, as the service quality that consumers expect in long distance routes drawn from the result of this study is understood and improvements are prepared, it can be meaningful in that it is utilized as the basic data for establishment of strategies to increase loyalty and customer satisfaction.
The purpose of this study is to establish the relationship between the service quality and loyalty and customer satisfaction targeting customers who use long distance routes of domestic airlines. It is to understand needs of the customers who use domestic airlines and provide the basic data which can be utilized as the domestic airlines’ plans to strengthen the competitiveness by establishing the differentiated service strategies.
Hypotheses were suggested based on the several variables presented in research models through theoretical bases to establish the relationship between the service quality and loyalty and customer satisfaction targeting the customers who use the long distance routes of the domestic airlines, the purpose of the study.
In the study, adults over the age of 20 with experiences to use long distance routes of the domestic airlines which departed from Incheon International Airport for recent 6 months were selected as a population. And for the survey period, questionnaires were distributed and collected for 20 days from Oct. 20th, 2014 to Nov. 8th, 2014. For sampling of the subjects, 350 copies of the questionnaire were distributed to the customers and ordinary persons who were waiting for airplanes by using judgement sampling of random sampling. A total of 331 copies of the questionnaire except the 19 copies which are judged to be unreliable responses or short distance route users were utilized in an empirical analysis. For question contents, answers were done by the self-administration method and the completed questionnaires were collected. The data that entries were twice made and nothing was written were excluded from the analysis by collecting the ones that the response of the questionnaire was completed. And the data were coded by classing them into analyzable ones and computer processing was done according to the purpose of the study by using the SPSS 19.0 version for Window Statistical Package.
In the air services, the intangible services including reservation, ticketing, boarding, and in-flight meal services can be important. Especially, in case of long distance routes, the long services should be done in narrow planes. Therefore, in case of the long distance routes, provision of convenience with users in planes will make them feel satisfied and happy. In case of the domestic airlines, understanding of users’ consumption value is important and provision of the services which respond to relatively high prices will increase loyalty about domestic airlines and lead to customer satisfaction and reuse. Airlines’ service quality has actively been done in various aspects. However, However, there can be few studies on the service quality which focuses on long distance routes. Therefore, Therefore, as the service quality that consumers expect in long distance routes drawn from the result of this study is understood and improvements are prepared, it can be meaningful in that it is utilized as the basic data for establishment of strategies to increase loyalty and customer satisfaction.
주제어
#Airlines Long distance route service quality Loyalty Customer satisfaction
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