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분야
사회과학 > 관광학
저자
박경민 ( Kyeng Min Park )
발행기관
한국이벤트컨벤션학회
간행물정보
이벤트컨벤션연구 2013년, 제18권 153~171페이지(총19페이지)
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1k300181.pdf [무료 PDF 뷰어 다운로드]
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    영문초록
    This study was carried out to investigate the relationship between the quality of service and relationship quality on the customer loyalty. Both literature survey and real-world study were carried out in the present study. In the literature survey, the concepts of the quality and structure of airline service were defined and characterized. In the real-world study, a research model to relate the quality of airline service to the relationship quality and the customer loyalty was established. Then, questionnaire studies were came out through the airline travelers. Data analysis including confidence level, frequency analysis, factor analysis, regression analysis, correlation analysis was performed by using SPSSWIN 12.0 Statistic Package in order to examine interrelationship between quality of airlines service, and the n relationship quality on the customer loyalty. The findings of this study a structural relations in which service quality leads to relationship quality which in turn customer loyalty. It is found that satisfaction of airliner`s customer depends considerably on its stability and other various factors including its safety, fare, policy, and membership plan make a huge impact on customer loyalty. The findings of this study suggests that future directions of airlines` service improvement and more practical and detailed bases of
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