Defect of Airline Perceived Service Quality on Customer Satisfaction and Intent ion : Focusing on Seoul to Honolulu Flight

항공사의 지각된 서비스 품질이 고객만족 및 재 구매 행동에 미치는 영향

This study aims at finding out what service factors satisfy airline passengers while focusing on changes in desires of passengers; and discovering what differences exist in overall customer satisfaction and customers' intention to use the airline service again. A technical analysis of the degree of customer satisfaction on airline service packages among airline passengers shows that the averages are generally high even though there are slight differences among service factors. This means that customer satisfaction of passengers is relatively high about airline service qualities. Therefore, airline companies need to raise the service level of relatively low satisfaction factors while maintaining the current service quality and to devise marketing strategies on airline service qualities by making efficient use of customers who use the airline service again.