여행형태가 항공여객기 객실서비스 품질지각과 만족에 미치는 영향

The Impact of Travel Characteristics on Customers' Perception and Satisfaction of Airline Cabin Service Quality

This study investigated the impact of travel characteristics on airline customers' perception and satisfaction levels of cabin service quality. Airline cabin service was categorized into five factors: hospitality/reliability, F&B service, amenity and duty-free shopping, physical evidence, and recreation service. It was revealed that some travel characteristics such as travel purpose, destination, length of duration, size of the travel group, seat class, and membership are possible antecedents of customers' perception and satisfaction levels of airline cabin service quality.