Asia-Pacific Journal of Business (아태비즈니스연구)

KNU The Institute of Management & Economy Research (강원대학교 경영경제연구소)
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Empirical Study on Customer Satisfaction and Intention to Reuse in Chinese Low Cost Carrier Industry

중국 저가항공사 서비스 만족도 및 재이용 의도에 관한 연구

  • Tuohuti, Yusufu (Department of Business Administration, Kangwon National University) ;
  • Kim, Myoung-Soo (Department of Business Administration, Kangwon National University)
  • Received : 2020.11.30
  • Accepted : 2020.12.21
  • Published : 2020.12.30
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Abstract

Purpose - In this study, we tried to find that the relationship between the perception of customers on the airline service quality, customer satisfaction, and intention to reuse in Chinese low-cost carriers industry. Design/methodology/approach - We conducted the empirical study for hypotheses testing using the survey data of experienced users in Chinese low-cost carriers service. In this study, reliability and factor analysis were conducted using SPSS 26.0, the path analysis was performed using AMOS 24. Findings - We found that the customer's perception of aviation operation, reservation/ ticketing, online information service provided by Chinese low-cost carriers are positively associated with customer satisfaction. In addition, it was confirmed that customer satisfaction is positively related to the intention to reuse. Research implications or Originality - Based on the results of analysis, it was confirmed that the basic sub-services of the airline are also important in the low-cost carriers services market.

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References

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