Best-Fit 모형분석을 이용한 인천공항 공항환승객 서비스 수준 평가 및 환승증대방안 연구

This paper tried to research the relationship among the passenger`s satisfaction and expectation of in-flight service quality, overall satisfaction and passenger`s Loyalty by emphasizing on two groups of passengers and cabin crews from K-airline to find out which service quality area should be focused on for pursuing premium in-flight service. Such six service quality areas as in-flight equipment, food&beverage, duty-free sales, service ability, service image and specialized service were conceived and survey questions were made based on relevant previous researches. Among service satisfaction factors, the customer`s satisfaction from cabin crew`s service ability(service response, professional knowledge and foreign language skill) is also proven to be directly connected to customer loyalty.