A study on the effect of the physical environment in an airplane on customer loyalty
Visualitza/Obre
Estadístiques de LA Referencia / Recolecta
Inclou dades d'ús des de 2022
Cita com:
hdl:2117/81120
Tipus de documentArticle
Data publicació2015-12
EditorOmniaScience
Condicions d'accésAccés obert
Llevat que s'hi indiqui el contrari, els
continguts d'aquesta obra estan subjectes a la llicència de Creative Commons
:
Reconeixement-NoComercial 3.0 Genèrica
Abstract
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.
CitacióMaeng, 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.
ISSN2014-4806
Fitxers | Descripció | Mida | Format | Visualitza |
---|---|---|---|---|
47-325-2-PB.pdf | 290,8Kb | Visualitza/Obre |