항공 서비스품질과 소비관련 감정이 고객만족과 재구매의도에 미치는 영향에 관한 연구

Abstract

This study investigate perceived airline service quality and consumption emotion which classified into pre-consumption emotion and post-consumption emotion, on customer satisfaction and repurchase intention. Using survey date from 363 customers, the result reveals pre-consumption emotion positively relate to post-consumption emotion and perceived airline service quality, but no effect on customer satisfaction. we also find post-consumption emotion positively relate to customer satisfaction, but no effect on repurchase intention. In addition, we find perceived airline service quality positively relate to post-consumption emotion and customer satisfaction, but not significantly relate to repurchase intention and customer satisfaction positively effect on repurchase intention. These results suggest that airline managers must pay attention to not only cognitive factors but also experiential aspects of airline service.