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dc.contributor.authorMaeng, Hye-Kyoung
dc.contributor.authorPark, Jin-Woo
dc.date.accessioned2016-01-07T18:33:06Z
dc.date.available2016-01-07T18:33:06Z
dc.date.issued2015-12
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.identifier.issn2014-4806
dc.identifier.urihttp://hdl.handle.net/2117/81120
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.language.isoeng
dc.publisherOmniaScience
dc.rightsAttribution-NonCommercial 3.0 Unported
dc.rights.urihttp://creativecommons.org/licenses/by-nc/3.0/
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.otherSatisfaction
dc.subject.otherImage
dc.subject.otherCustomer loyalty
dc.titleA study on the effect of the physical environment in an airplane on customer loyalty
dc.typeArticle
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.publishedtrue
upcommons.citation.publicationNameJournal of Airline and Airport Management
upcommons.citation.volume5
upcommons.citation.number2
upcommons.citation.startingPage81
upcommons.citation.endingPage100


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