Perceived service quality for South Korean domestic airlines

被引：21

作者：

Kim, YuKyoung ^{[1
]}

Kim, YongBeom ^{[2
]}

Lee, YongIl ^{[3
]}

机构：

[1] Seoul Natl Univ, Dent Res Inst, Seoul, South Korea

[2] Chungju Natl Univ, Dept Business Adm, Chungju, South Korea

[3] Namseoul Univ, Dept Tourism Management, Cheonan, South Korea

来源：

TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE | 2011年 / 22卷 / 10期

关键词：

low cost carriers; full service carriers; perceived airline service quality; BEHAVIORAL INTENTIONS; CONSUMER PERCEPTIONS; PASSENGERS; SCALE; SATISFACTION; MODEL;

D O I：

10.1080/14783363.2011.614872

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

Perceived service quality (PSQ) has been shown to influence satisfaction, loyalty, and other important outcomes, specifically in a competitive environment and is also one of the foremost reasons for choosing an airline. The purpose of this study is to evaluate the difference in PSQ between full service carriers (FSCs) and low cost carriers (LCCs) in the South Korean domestic airline market, which has become more competitive due to the emergence of multiple LCCs. The results showed that PSQ of LCCs is lower than FSCs in terms of the rank of dimension although the trend was surprisingly similar. Moreover, the relationships between service quality dimensions and demographic factors were significantly different between the two types of carriers. These results suggest that new entrants in South Korea should have their own distinguishable service strategy from the FSC.

引用

页码：1041 / 1056

页数：16

共 30 条

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