Impacts of Airline Service Quality on Airline Image in Airline Industry

항공사 서비스 품질이 이미지 형성에 미치는 영향

  • 박진우 (한국항공대학교 경영학과) ;
  • 이익수 (청주대학교 관광경영학과) ;
  • 지봉구 (청주대학교 관광경영학과)
  • Published : 2007.09.28


This paper investigates how airline service quality determines airline image and passengers' future behavioural intentions. To investigate the effect of airline service quality, Structural Equation Modeling using a maximum likelihood estimator, was applied to data collected from Korean international air passengers who have used Korean Airlines, Asiana Airlines, and other foreign airline. It was found that there were significant relationships between the variables. The dimension of in-flight service and the dimension of customer and flight related service were each found to have a positive effect on airline image. In addition, airline image had a significant positive influence on Korean international air passengers' future behavioural intentions.


Airline Service Quality;Airline image;Structural Equation Modeling