항공사 기내식음료서비스가 고객만족과 행동의도와의 관계 연구

Effect of In- Flight Food and Beverage Service on Customer Satisfaction and Behavioral Intention

This study examines the relationship between customer satisfaction and behavioral intention by airlines for beverage services such as coffee, beverages, and wine provided onboard. The direction of the study is to analyze the questionnaire and to recognize the importance of the aviation industry which is continuously growing such as low-cost airlines. Consider that the services provided to customers on board the airline have many impacts. Empirical analysis will be conducted with reference to the preceding research on beverage service. In this study, a questionnaire related to the in-flight food and beverage service of airlines was composed and distributed to 300 customers who had aboard flight experience. As a result, the beverage service of airline confirmed positive influence on customer satisfaction and positive influence on behavioral intention through empirical analysis. In order to increase the loyalty of customers using airlines, beverage service provided on board has a very important influence. Systematic improvement is needed as part of the management strategy to enhance luxury and differentiation by airline.