서비스품질과 커뮤니케이션의 다차원적 특성이 고객만족 및 사후행동에 미치는 영향- 항공서비스를 중심으로-

초록

The development of the tourism field has brought about intense competition and it has been demanded continuously to improve the service quality and circumstances of service encounter to maximize the customer satisfaction for making more profits. This study was carried out to inquire the effect of service quality and communication of the airline service on customer satisfaction and behavior intention, so that it can give the empirical results to build the marketing strategy for customer service. Four factors from the airline service quality- tangibles, reliability, assurance, and core service were derived, and four factors from the customer communication- language, kinesics, proxemics and physical appearance which affect the customer satisfaction. The results show that customer satisfaction is significantly related to service quality and communication in the airline service. It means that the airline company should maintain the service quality and the communicative interaction with the passenger to keep them satisfied, and the company equates passenger's satisfaction to customer loyalty.

키워드