항공 안전성이 항공사 신뢰와 고객만족에 미치는 차이에 관한 연구: 항공 노선을 중심으로

Abstract

The purpose of this study is to examine the difference of airline trust and customer satisfaction that was influenced by the airline safety on the basis of the airline route. To focus on the airline safety, this study designed to control the impacts of both the airline ticket price and airline service in the research model. In addition, airline safety variable was divided into human safety and mechanical safety. The total of 350 samples were collected from the tourists in Busan, Korea. The collected data was analyzed by MANCOVA using the SPSS 19 program. The results of this study show that there are different impacts on the airline trust and customer satisfaction depending on the airline route. Considering on the such results, airline industry should more emphasize the importance of airline safety as well as suggest different strategies to provide a confidence of airline safety to customers, thereby overcoming the fierce competition of airline business.