항공객실서비스가 고객만족과 재 구매의도에 미치는영향에 관한 연구

Airlines in korea make an eye-opening progress regardless of severe competition such as foreign airlines' large aircraft supply and an advance into domestic market with a continuous airline market opening. However these days, they are also suffering from financial difficulties owing to other internal and external bad economic conditions. To overcome these difficulties, a way to maximize the efficiency of marketing, which should be with understanding needs of airlines passengers, is urgently needed. Even though there are various selective factors including the airplane's safety, convenient schedule and enterprise's image to select airlines, because among them the services to give the biggest effect to the perception about customer's satisfaction or dissatisfaction are the cabin services, it is a part which needs rapid changes as at present the airplane users are expending and the level of life improves. As the cabin services which are considered to be the most important part for airplane users to select airlines, the in-flight environment/space factor such as the level of comfortable in-flight space and various facilities are being raised as the most important factor to the level of airline's recognition and prominence. As the demand to the environmental service improvement of the cabin is severe, the necessity to reinforce the developmental strategy of tangible service about the cabin services is high. This study has the purposes to practically examine the effects of personal and physical service factors to meet customer satisfaction so that the customer can re-purchase and finally to establish a marketing strategy of the cabin services.