항공사 기내 서비스 속성이 고객만족과 추천에 미치는 차별적 영향

Abstract

This study investigates the impact of cabin service attributes on customer satisfaction and the recommendation using an online review data of air service users. The results of the analysis are summarized in some of the features, such as the following. First, as in the previous studies, the attributes of the cabin service affect customer satisfaction and recommendation. In customer satisfaction, seat comfort, face-to-face service of employees, food that has been provided, a relatively wide variety of attributes, air service price are taken into account. In the recommendation, such as face-to-face services of employees and air service prices, relatively limited attributes is found to have been considered. Secondly, the business class customers and the economy class customer is different consideration factor of customer satisfaction and recommendation in terms of seat grade. The value of the paid money is considered important to the recommendation and satisfaction for the business class customers. But the economy class customer consider various attribute, such as the value of the paid money, seat comfort, face-to-face service of employees, food that has been provided. Third, In terms of the magnitude of the impact, air service price is greater than the service of the employee on customer satisfaction. But the service of the employee is greater than air service price on recommendation.