기내면세품 구매자들의 구매만족에 영향을 미치는 요인에 관한 연구

초록

The purpose of the study is to examine the underlying factors affecting customer satisfaction in the In-flight duty-free shop to enhance the service quality. Based on the relevant studies and exploratory field examination three factors such as, the purchasing perception, personal consumption propensity, and the service performance on sales of the in-flight duty-free products were investigated. A questionnaire survey of 243 in-flight duty-free shopper was conducted. The results indicated that all factors that belong in the domain of the purchasing perception significantly influenced the dependent variable. Whereas the factors in the domains of the personal consumption propensity, and the service performance factors do partially influence on the customer satisfaction. The significance of the study is to develop a solid ground of the measures of service performance factors in In-flight duty-free shop sales product where prior studies seldom, if ever, have devoted on its exploration.

키워드