항공운송서비스 지연(遲延)이 고객만족, 관계품질, 고객충성도에 미치는 영향

Effects of Air Transportation Service Delay on Customer Satisfaction, Relationship Quality, and Customer Loyalty

Scheduled operation in airline is one of crucial elements for customer satisfaction. Increasing delays nowadays in air transportation service are becoming problematic. In connection with relationship marketing. authors thus in this paper try to examine relationships of air transportation service delay on customer satisfaction, relationship quality, and customer loyalty. The results showed that the air service delay was exerting strong negative effect on customer satisfaction. And customer satisfaction to air transportation service was found directly influencing on relationship quality and customer loyalty. This proves the level of air transportation service delays is keenly affecting on customer loyalty.