The Effects of Airline Service Qualities Including Webservice on the Airline Reuse Intention

웹서비스를 포함한 항공사 서비스품질이 재이용의도에 미치는 영향에 관한 연구

In spite of abundant researches on service quality, researches on airline service quality have not been sufficiently conducted. This study attempts to delineate inclusive service quality factors by using SERVQUAL variables, airline core service variables, and web service variables together. Furthermore, the reuse intention of international airlines was regressed with these seven service quality factors. All service quality factors had positive impacts on dependent variable. Among the factors, the web service factor has most positive effect on reuse intention.