A study on the effect of the physical environment in an airplane on customer loyalty
Purpose: 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...
| Autores: | , |
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| Tipo de recurso: | artículo |
| Fecha de publicación: | 2015 |
| País: | España |
| Institución: | Universitat Politècnica de Catalunya (UPC) |
| Repositorio: | UPCommons. Portal del coneixement obert de la UPC |
| Idioma: | inglés |
| OAI Identifier: | oai:upcommons.upc.edu:2117/81120 |
| Acceso en línea: | https://hdl.handle.net/2117/81120 |
| Access Level: | acceso abierto |
| Palabra clave: | Consumer satisfaction Customer loyalty Airlines--Social aspects Airplanes--Design and construction Physical environment Perceived quality Satisfaction Image Satisfacció del consumidor Línies aèries Avions -- Disseny i construcció Àrees temàtiques de la UPC::Enginyeria civil::Infraestructures i modelització dels transports::Infraestructures i transport aeri |
| Sumario: | Purpose: 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. |
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