Convergence study of the in-flight meal quality on customer satisfaction, brand image and brand loyalty in airlines

항공사 기내식 서비스품질과 고객만족, 브랜드이미지, 브랜드충성도에 관한 융합연구

  • 조경희 (동신대학교 항공서비스학과) ;
  • 배현숙 (초당대학교 항공서비스학과)
  • Received : 2017.10.11
  • Accepted : 2017.12.20
  • Published : 2017.12.28


The purpose of this study is to analyze the effects of the convergence of the in-flight meal quality, the customer satisfaction, the brand image and brand loyalty. A total of 170 questionnaires were finally used for the 'analysis of factors, analysis of reliance, analysis of corelation and multiple regression analysis.' We found out that the in-flight meal quality came up with the food factor, service factor and cleanliness factor. The results of the study are as follows; First, only the food factor and the service factor positively affected the customer satisfaction. Second, the food factor and the service factor positively affected the brand image. Third, the customer satisfaction positively affected the brand image and the brand loyalty. Lastly, the brand image positively affected the brand loyalty. According to this study, the in-flight meal quality, customer satisfaction, brand image and brand lo oyalty in the airline service are very important factors for a successful marketing strategy.


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