A study on the effect of the physical environment in an airplane on customer loyalty
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Purpose: The purpose of this study is to identify the effect of the in-flight physical environment on perceived quality and customer loyalty. Design/methodology: For this analysis, a survey was conducted with airline passengers at GimpoInternational Airport and Incheon International Airport. A total of 264 questionnaires were analyzed using structural equation modeling. Findings: This study found that physical environment factors such as spatiality, amenity, aesthetics and entertainingness would have a positive impact on perceived quality. In addition, this study found that perceived quality would have a positive impact on satisfaction, whereas satisfaction would have a positive impact on image and behavioral intention. Originality/value: This paper is the first research that examines the effect of in-flight physical environment on satisfaction, image, and customer loyalty simultaneously in Korea. Results of this study could be used as basic data for an enhancement strategy of the in-flight physical environment.
CitationMaeng, Hye-Kyoung; Park, Jin-Woo. A study on the effect of the physical environment in an airplane on customer loyalty. "Journal of Airline and Airport Management", Desembre 2015, vol. 5, núm. 2, p. 81-100.