항공사 이용현황 및 객실승무원의 인적서비스품질과 고객 충성도에 관한 연구

The purpose of this study is to identify the customer's perception of airline's use status of airline customers and the quality of human service of airline's cabin crew, reflecting the changing times and trends, and to present a customer loyalty strategy. The survey was conducted on 414 randomly selected male/female aviation customers. The data were analyzed by the versions of SPSS Win 20.0 and AMOS 21.0. The methods used in this study were factors analysis test, reliability test, validity test, t-testy, One-Way ANOVA, and regression analysis. Airline's use for one year is as follows; 1) Frequency: 1 to 2 times Carriers: (45.9%) Asiana Airlines (46.1%) Rating: Economy (83.1%). As a result of hypothesis testing, three sub-components of the airline cabin crew (reliability, professionalism and sincerity) have a significant impact on customer loyalty (cognitive loyalty, behavioral loyalty, and emotional loyalty). That is, the quality of service of the airline cabin crew is an important variable for customer loyalty. This study suggested that the quality of human services should be differentiated according to the aircrew's customer loyalty and utilization plans. There were statistical differences between human service quality and customer loyalty, depending on age, occupation and monthly income. It is hoped that further comprehensive studies taking into account various variables will be carried out and that practical studies will continue to be actively used as a basis for securing human service quality in the aviation industry.