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
- 2024.2
- 수록면
- 7 - 25 (19page)
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초록· 키워드
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The purpose of this study was to analyze the effects of in-flight meal service quality on brand image, customer satisfaction, intention to repatronize and Analysis on the Moderating Effect of Risk Perception after the outbreak of COVID-19. The survey utilized SNS surveys from the airline’s international flight passengers in the past year who have had in-flight meals. Data was collected from May 19 to May 25, 2022, and 216 copies were used for empirical analysis.
Hypothesis verification showed that food factors and strengthen sanitation/quarantine factors among in-flight meal service quality had significant positive effect on brand image, while food factors and service factors also had significant positive effect on customer satisfaction. However, in-flight meal service quality was shown to not have a significant positive effect on the customers’ intention to repatronize. Brand image was shown to have significant positive effect on both customer satisfaction and intention to repatronize, and customer satisfaction was shown to have significant positive effect on customers’ intention to repatronize. Thus, the risk perception was shown to affect the correlation between the quality factors of in-flight meal service including; cleanliness factor and brand image, strengthen sanitation/quarantine factors and customer satisfaction, and brand image and customer satisfaction. This study examined the relationship between brand image, customer satisfaction, intention to repatronize, and risk perception by adding strengthen sanitation/quarantine factors reflecting COVID-19 pandemic situation in the existing in-flight meal service quality. This study has academic significance by newly deriving the moderating effect of risk perception on in-flight meal service quality and analyzing the difference according to the it’s level.
Hypothesis verification showed that food factors and strengthen sanitation/quarantine factors among in-flight meal service quality had significant positive effect on brand image, while food factors and service factors also had significant positive effect on customer satisfaction. However, in-flight meal service quality was shown to not have a significant positive effect on the customers’ intention to repatronize. Brand image was shown to have significant positive effect on both customer satisfaction and intention to repatronize, and customer satisfaction was shown to have significant positive effect on customers’ intention to repatronize. Thus, the risk perception was shown to affect the correlation between the quality factors of in-flight meal service including; cleanliness factor and brand image, strengthen sanitation/quarantine factors and customer satisfaction, and brand image and customer satisfaction. This study examined the relationship between brand image, customer satisfaction, intention to repatronize, and risk perception by adding strengthen sanitation/quarantine factors reflecting COVID-19 pandemic situation in the existing in-flight meal service quality. This study has academic significance by newly deriving the moderating effect of risk perception on in-flight meal service quality and analyzing the difference according to the it’s level.
목차
Abstract
I. 서론
II. 이론적 배경
III. 연구설계
IV. 실증분석
V. 결론
참고문헌
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