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http://dx.doi.org/10.6109/jkiice.2012.16.10.2309

The Analysis of the Quality Impact of Airline SNS from the Viewpoint of System and Information  

Park, Hyun-Jee (동명대학교 관광경영학과)
Kim, Jung-In (동명대학교 컴퓨터공학과)
Kim, Young-Ha (동명대학교 호텔관광학과)
Publication Information
Journal of the Korea Institute of Information and Communication Engineering / v.16, no.10, 2012 , pp. 2309-2315 More about this Journal
Abstract
The objective of this research is to suggest how to keep the continuous customers and how to build business model and marketing strategy. In detail, this research aims to closely examine the relationship among SNS quality(service quality, information quality, system quality) for airline customers, relational benefit(social benefits, psychological benefit, customization benefit, economic benefit) and customer satisfaction. As a result, if SNS quality is getting better, relational benefit better is higher. Specifically service information quality is more impactive to relational benefit than system quality. The effect of psychological customization benefits from SNS quality is the strongest to customer satisfaction of all factors. To conclude, the results of this research can be the guideline when designing marketing strategies for airline customers and for traditional tourism customers who use SNS.
Keywords
Airline; Social Network Service(SNS) Quality; Relational Benefit; Customer Satisfaction;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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