Effects of Air Transportation Service Delay on Customer Satisfaction, Relationship Quality, and Customer Loyalty (항공운송서비스 지연(遲延)이 고객만족, 관계품질, 고객충성도에 미치는 영향)

이지영; Kim Kyu-Ho (김규호)

Effects of Air Transportation Service Delay on Customer Satisfaction, Relationship Quality, and Customer Loyalty

Journal of Tourism Sciences
Abbr : JTS
2008, 32(1), pp.315-338
Publisher : The Tourism Sciences Society Of Korea
Research Area : Social Science > Tourism

이지영 ¹, Kim Kyu-Ho ²

¹한국국제대학교
²경주대학교

Accredited

ABSTRACT

Scheduled operation in airline is one of crucial elements for customer satisfaction. Increasing delays nowadays in air transportation service are becoming problematic. In connection with relationship marketing. authors thus in this paper try to examine relationships of air transportation service delay on customer satisfaction, relationship quality, and customer loyalty. The results showed that the air service delay was exerting strong negative effect on customer satisfaction. And customer satisfaction to air transportation service was found directly influencing on relationship quality and customer loyalty. This proves the level of air transportation service delays is keenly affecting on customer loyalty.

KEYWORDS

Transportation service delay, Customer satisfaction, Relationship quality, Customer loyalty

Citation status

* References for papers published after 2023 are currently being built.

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Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7