국내외 항공사 e-티켓서비스 속성이 e-티켓서비스 인식과 만족에 미치는 영향분석

Factors Affecting the Perception and Satisfaction of Electronic-ticket Service Attributes in Domestic and Foreign Airlines

This study identifies the e-ticket service factors which affect overall satisfaction of e-ticket customers as evaluated by travel agents. The analysis data were collected from 118 travel agents who could have an opportunity to deal with domestic and foreign airlines before. According to the results of factor analysis for e-ticket service attributes authors identified four factors affecting the satisfaction of e-ticket customers, That is, responsiveness, boarding convenience, itinerary functionality and variety of reservation information. Consequently, the factor of ‘variety of reservation information’ in both domestic and foreign airlines affects the overall satisfaction of travel agents. Marketing implications for e-ticket service improvement of airline industry were discussed.