기내 서비스 품질 관리의 중요성과 필요성 : 항공사 일등석을 중심으로

It is widely known that service quality is the most important factor affecting customer satisfaction, so many existing studies have sought to find ways to improve service quality in diverse fields. The importance of service quality in the airline industry is no exception. In-flight service quality is very important in assessing the overall satisfaction of passengers. Therefore, this study has the following two research objectives in order to prove the importance and necessity of managing in-flight service quality. First, this study investigated the influences of four sub-dimensions of in-flight service quality including food service, physical environment, flight attendant’s service performance, and entertainment services on brand loyalty. Second, this study tried to explore the differences in in-flight service quality based on demographic characteristics. Data were collected from 202 first-class passengers using an online survey company in the United States. The results of structural equation model analysis indicated that three sub-dimensions of in-flight service quality such as food service, physical environment, and flight attendant’s service performance positively affect brand loyalty. In addition, the results of t-tests and one-way ANOVA showed that there were partially statistical differences in in-flight service quality according to gender, age, education level, marital status, income level, and occupation.