지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2012.6
- 수록면
- 268 - 282 (15page)
이용수
초록· 키워드
오류제보하기
The airline industry plays a vital role in the development of tourism, whilst air travelers try to seek for the best experience in travelling without compromise. airlines are now trying to satisfy their customer`s special needs. The aim of the study is to analyse the effects of interpersonal and non-interpersonal attributes of flight attendant on in-flight service quality and repurchase intention. To meet the specific objectives of the research, a survey was carried out by means of an self-administered questionnaire to a sample of 320 individuals. To test the hypothesis, it was used descriptive, reliability and validity tests, confirmatory factor analysis and structural equation modeling. The major results of this study are as follows: First, non-interpersonal attribute had a positive effect but not interpersonal attribute on in-flight service quality. Second, in-flight service quality had a positive effect on repurchase intention. The findings of study suggest that the airlines should improve their employees` performance in delivering excellent service quality to further enhance customer experience. This, in turn, will persuade customers to repeat their patronage of the airline and build positive word-of-mouth recommendations.
목차
등록된 정보가 없습니다.
참고문헌 (0)
참고문헌 신청이 논문의 저자 정보
이 논문과 함께 이용한 논문
최근 본 자료
댓글(0)
0
UCI(KEPA) : I410-ECN-0101-2018-326-002147051