Earticle

초록

영어

The aim of this study is to analyze the effect of passengers’ perceived value on online customer satisfaction, trust and loyalty of Low-cost airlines, by conducting a survey on passengers who had experienced Low Cost Carriers in international and/or domestic flights. The result of factor analysis suggested 3 categories of perceived value-functional value, emotional value, and social value. Test of hypotheses supported the significant relationships among the variables. Findings indicated that perceived value has significant effects on the satisfaction and trust on airline websites, which, in turn, enhances customer loyalty. In particular, the effect of functional value was significant to both international and domestic flights, implying that providing a reasonable airfare is the most important. In addition, emotional value had a significant and direct effect on trust in international flights, indicating that emotional exchange and homey services are critical to increasing trust on the airline websites. Based on the study’s findings, Low-cost airlines are recommended to establish differentiated and customer-oriented marketing strategies to attract loyal customers as well as provide reasonable airfare and homey services so as to meet the expectations of customers and their perceived value for respective routes.

목차

ABSTRACT
 Ⅰ. 서론
 Ⅱ. 이론적 배경
  1. 지각된 가치
  2. e-고객만족
  3. e-신뢰
  4. e-충성도
 Ⅲ. 조사 설계
  1. 연구모형
  2. 가설설정
  3. 설문지 구성
  4. 자료수집 및 분석방법
 Ⅳ. 실증 분석 결과
  1. 조사대상의 통계적 특성
  2. 측정의 타당도 및 신뢰도 검증
  3. 가설 검증
 Ⅴ. 결론
 참고문헌

키워드

저자

• 김미정 [ Mijeong Kim | 제주국제대학교 항공서비스경영학과 조교수 ]
• 고경표 [ Kyoungpyo Ko | 제주항공 영업팀장 ]
• 조의영 [ Uiyoung Cho | 경기대학교 평생교육원 관광학부 교수 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광경영연구 [Journal of Tourism Management Research]

• 간기

  연7회

• pISSN

  2092-528X

• 수록기간

  1997~2021

• 십진분류

  KDC 326 DDC 338