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http://dx.doi.org/10.12673/jkoni.2012.16.6.1065

Adjustable Influence of the Converting Cost in Customer Satisfaction and Customer Preference Affected by the Main Factors of Airline Services  

Chung, Yang-MI (Graduate School of Tourism &Hospitality Travel, Air and Cruise Service management, Kyonggi University)
Lee, MI-Hye (College of tourism, Major of event, Kyonggi University)
Publication Information
Journal of Advanced Navigation Technology / v.16, no.6, 2012 , pp. 1065-1079 More about this Journal
Abstract
This research is done with the objectives to examine and to identify how the main factors of airline services, which become fundamentals for airline customers to select their favorite one, affect their customer satisfaction and their customer preference, with a focus on adjustable influence of converting cost. The survey has been conducted with the population of the airline customers who use international airlines through Incheon International Airport and processed with the objectives to verify the influence of the main factors of airline services to customer satisfaction and customer preference and also to collect the verified data for adjustable influence of converting cost between customer satisfaction and customer preference, and its results are as follows: Firstly, airline services have significant impact on their customer satisfaction. Secondly, they also have significant impact on their customer preference, Thirdly, the converting cost between both of customer satisfaction and customer preference to airline services doesn't involve the adjustable function in consecutive cost nor in learning cost but it does involve the one in sunk cost.
Keywords
airline services; customer satisfaction; customer preference; converting cost;
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