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dc.contributor.authorMaeng, Hye-Kyoung
dc.contributor.authorPark, Jin-Woo
dc.identifier.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.
dc.description.abstractPurpose: 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.
dc.format.extent20 p.
dc.rightsAttribution-NonCommercial 3.0 Unported
dc.subjectÀrees temàtiques de la UPC::Enginyeria civil::Infraestructures i modelització dels transports::Infraestructures i transport aeri
dc.subject.lcshConsumer satisfaction
dc.subject.lcshCustomer loyalty
dc.subject.lcshAirlines--Social aspects
dc.subject.lcshAirplanes--Design and construction
dc.subject.otherPhysical environment
dc.subject.otherPerceived quality
dc.subject.otherCustomer loyalty
dc.titleA study on the effect of the physical environment in an airplane on customer loyalty
dc.subject.lemacSatisfacció del consumidor
dc.subject.lemacLínies aèries
dc.subject.lemacAvions -- Disseny i construcció
dc.description.peerreviewedPeer Reviewed
dc.rights.accessOpen Access
upcommons.citation.publicationNameJournal of Airline and Airport Management

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