A-항공사의 차별화된 기내 특화서비스가 고객만족도에 미치는 영향에 관한 연구

Securing long-term sustainable operation, Full Service Carriers have to improve their service quality and set up efficient marketing strategies by meeting more sofisticated passengers` needs and expectations and responding fast-changing market environment quickly. This paper researched passengers` satisfaction on specialized services, contents and operation status of these services through reviewing the details of specialized services. According to analysis result, it was found out such factors as contentsㆍoperation, service conditionsㆍpreparedness, service provider`s capabilities and service images of cabin crews of the specialized services at cabin have a positive impact on passenger`s satisfaction. It was also shown passenger`s satisfactory preference is different by specialized services since passengers have different age, sex and purpose of overseas trips. In conclusion, limitation of research and a management viewpoint of specialized services were mentioned.