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http://dx.doi.org/10.9723/jksiis.2014.19.4.073

The Effect of Airline Service Encounter Quality on Customer Loyalty  

Hwang, Yoon Yong (조선대학교 경영학부)
Choi, Soow-A (조선대학교 경영학부)
Na, Kwang-Jin (원광대학교 경영학과)
Kim, Hye-Jin (조선대학교 경영학과)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.19, no.4, 2014 , pp. 73-85 More about this Journal
Abstract
The service quality customers perceived has positive relationships with trust, image, and satisfaction toward airline companies. Providing personal and non-personal services could be factors that build up not only overall impressions but positive and negative emotions and could be connected to customer behavioral intention. Thus, this research divided service encounter quality into personal and non-personal encounter quality and investigated effects of two types of service encounter quality on airline image, perceived value and customer loyalty. The result shows that personal service encounter quality has a positive effect on airline image and a negative effect on perceived value. Non-personal service encounter quality has an influence on airline image and a negative influence on perceived value. Personal service encounter quality does not have a significant effect on customer loyalty but non-personal service encounter quality has an effect on customer loyalty. Airline image does not affect perceived vlaue significantly however, do affect customer loyalty. Finally, perceived value does not have a significant effect on customer loyalty.
Keywords
airline service encounter quality; perceived value; airline image; customer loyalty;
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