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A study on the service factors that effect the Airline customer satisfaction: Ground process factors, in-human factors, in-flight entertainment factors

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2011, 35(6), pp.343-358
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

Lee, Jung Hyun 1 Kim MinSu 2

1호원대학교
2한서대학교

Accredited

ABSTRACT

Airline customers want to receive differentiated service that meets their personality and their needs rather than the uniform and inflexible service of the past. Recently, several low-cost airline companies have entered the severe competitive market of the airline industry in Korea. This study was conceptualized the airline services in terms of three dimensions; ground process, cabin human service and in-flight entertainment Then, it investigated the factor that mostly effects customer satisfaction. Data were collected from 205 customers of airline service in 2010. Results showed that the respondents' evaluation on the ground process were most significantly associated with their satisfaction level, while in-flight human service were least likely related to their satisfaction level. Findings from this study suggested that in order to provide more satisfaction to customers, airline companies should concentrate on providing customers with the convenient ground operation process rather than in-flight human service.

Citation status

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