Browse > Article
http://dx.doi.org/10.12985/ksaa.2017.25.4.101

Effects of low cost airline cabin service quality, customer satisfaction, and loyalty to Airline  

Park, Young Sik (초당대학교 항공서비스학과)
Park, In Sil (백석예술대학교 항공서비스학과)
Publication Information
Journal of the Korean Society for Aviation and Aeronautics / v.25, no.4, 2017 , pp. 101-110 More about this Journal
Abstract
This research identifies the relation between the quality of cabin service(personnel and material services) in Korean low-cost airlines and resulting customer satisfaction and loyalty. Its aim is to provide low-cost airlines' international flights with basic information when building strategies, and to suggest a strategic implication for an original and competitive cabin service policy that can enhance customer retention. As a result of the analysis, first, hypothesis 1 on relation between the quality of Korean low-cost airlines' cabin service and customer satisfaction was all valid. Moreover, it was coherent with the results of previous researches. Second, hypothesis 2 on relation between the quality of Korean low-cost airlines' cabin service and customer satisfaction was also valid and coherent with previous studies. Third, hypothesis 3 on relation between customer satisfaction and loyalty was valid and coherent with existing studies. Consequently, this research suggests that in order to achieve the continuous retention of loyal customers through customer satisfaction, the quality of personnel and material service has to be considered primarily. In addition to that, this research also suggests that the original and competitive service marketing of low-cost airline is necessary for an airline to continue its profit-making.
Keywords
Low Cost Airlines; Physical Service; Personal Service; Customer Loyalty; Customer Satisfaction;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 Kim, Ji-Heun, Lee, Tae-Hee, "A Studay on the Impact of Airline Service Quality on Customer Value, Customer Satisfaction, and Customer Voluntary Behavioral Intention:Focusting on Airline Cultural Services,"Cultural industry research, 2015, 15(4), pp. 89-99.
2 Park, K. S., Jeong, M. S., "A Study on How Cabin Service Quality of Airlines Affects Customer Satisfaction", Korea Aerospace Research Institute, 2005, 12(1), pp.45-58.
3 Park, H. Y.,"The Influences of Service Quality on Brand Image and Brand Attitude"Journal of The Korea Contents Association, 2016, 16(6).pp.374-386.   DOI
4 Shin, C. S.,An, M. S.,"Airline's cabin quality and value are satisfied with customer satisfaction ;A Study on the Causal Relation Between Repurchase and Refusal".The Korea Service Management Society, 5, 2006, pp.243-266.
5 Yang, Hee. Ock., "A study on how each customer perceives the cabin service quality of airlines,"Kongju Film Information College a collection of essays, 7, 2000, pp.7-36.
6 Lee, M. S.,"The Impact on Customer Satisfaction in Cabin Service Quality of Domestic Low-Cost Airlines,"International Journal of Tourism and Hospitality Research, 26(5), 2011, pp.399-413.
7 Y. J. Jeong, M. J. Kim, "Effects of in-flight service quality on customer satisfaction and loyalty:A comparison of full-service carriers and low-cost carriers", "International Journal of Tourism and Hospitality Research, 2017, 31(1),pp.215-228.
8 Park, In-Joo, "A Study on the Factors of Aircraft Cabin Service on the Customer Satisfaction - Focused on the physical and personal service -", Korea Service Industry Academy, 2011, 8(1), pp.1-15.
9 Ga-Hee, Kim, Byeong-Kug, Yoon, "Influencing relationship of in-flight service quality of low-cost airlines on customer satisfaction and recommendation intention"International Journal of Tourism and Hospitality Research, 2016, 30(8), pp.33-45.
10 Lee Seung-Hyun, Kim Joung-Man, "The Influence Relationship between Domestic LCC's Service Quality, Customer Satisfaction and Loyalty" Journal of Tourism & Leisure Research, 2011, 23(4), pp.237-256.
11 Kim, Ji-Heun, Lee, Jang-Woo, Moon, Jae-Young, "Developing Instruments for Measuring the Effectiveness of the LCC:Focus on Malcolm Baldring National Quality Award" International Journal of Tourism and Hospitality Research, 2009, 23(3), pp.327-343.
12 Garvin, D. A. What Does "Product Quality"Really Mean? Sloan Management Review, 26(1), pp.25-43.
13 Hur, Hee-young, Yoo, Yong-jae, Aeronautical tourism theory, Myeonggyeong Publishing Co, 2005.
14 Lee, Yu-Jae, "A Theoretical Study on the Result Variables of Customer Satisfaction"SNU Business Commentations, 1994, 3/4, pp.202-272.
15 Kim, Y. K., Park, J. H., "A Study on the Relationships Between Low Cost Carriers (LCC), Brand Image, Customer Satisfaction, Switching Barrier and Brand Loyalty"Tourism research, 2008, 23(1), pp.113-123.
16 Chung, M. R., "A Comparative Study on the Passenger Demand of New International Line by Low Cost Airlines -Focused on International Space Market in Korea-, Master's degree, Seoul National University School of Public Administration, 2015.
17 Kim, M. S., "A Comparative Study of the Impact of Service Quality on Satisfaction and Loyalty of Low Cost Carriers"Journal of the Korean Air Management Journal, 2008, 6(3), pp.25-42.
18 In-Ju Park, Ho-Gyu, Choi, "A Study on the Effects of Aircraft Cabin Service on the Customer Satisfaction and Repurchasing Intention, Korean Review of Corporation Management, 2010, 1(1), pp.61-81.
19 Lee, S.S., Hur, H. Y., Yeo, K. H.,"An Empirical Analysis of the New Management Paradigm of Aviation and Tourism Services : The Empirical Analysis of the Financial Character of Low Cost Air Handling Unit (LCC)"Journal of the Korean Air Management Journal , 2006,pp.239-253.
20 Kim, H. J., Kim, E. J., Han, J. S."A Study on The Influence of Service Quality on Customer Satisfaction and Loyalty: Focused on Female Customers Using Golf Course"Journal of Tourism & Leisure Research, 2010, pp.271-288.
21 Lee. Y.I.,"The Effects of The Service Quality of Domestic Low-Cost Airlines"Journal of the Korean Air Management Journal, 2008, 6(4), pp.135-151.
22 Kuehn, A. A. & R. L. Day(1964). Probability Models of Consumer Buying Behavior. Journal of Marketing Research, 25(4), 331-341.   DOI
23 Oliver, R. L.(1980) A Conitive Model of the Antecedents and Consequences of Satisfaction Decision, Journal of Marketing Research, Vol. 17.
24 Parasuraman, A., V. A. Zeithaml & L. L. Berry(1985). A Conceptual Model of Service Quality and It's Implications for Future Research. Journal of Marketing, 49(Fall), 47-5.
25 Ga Hee Kim, Byeong Kug Yoon., "Influencing relationship of in-flight service quality of low-cost airlines on customer satisfaction and recommendation intention", "International Journal of Tourism and Hospitality Research, 30(8), 2016,pp.33-45.
26 Kim, M.S., Kwon, M.H., Lee, Y.R.,"The study on the tourists' satisfaction effect influenced by airline service quality", A traveling crane, 2002, 16, pp.107-125.