The Effect of the Cabin Service Quality on Customer Loyalty and Airline Image

고객 충성도 및 항공사 이미지 형성에 기내 서비스품질이 미치는 영향

Wang, Soo-Myung;Park, Hye-Yoon

  • Received : 2016.03.24
  • Accepted : 2016.05.31
  • Published : 2016.06.30


The cabin service quality expected by customers during the air travel can be the top priority to choose an airline. Customers' perception about cabin service quality evaluation are important for developing differentiated cabin service strategies of airlines, so this study aims to analyze the effect of the cabin service quality on airline image and customer loyalty. For achieving this purpose, literature study and empirical study on cabin service, customer loyalty and airline image were performed together. As a results of research, a high level of the cabin service quality provided by airlines significantly influenced positive images of airlines and customer loyalty. And customers' positive image towards airlines practically had a substantial influence on the improvement of customer loyalty. These study results would help in creating positive images of airlines and securing customer loyalty by developing differentiated and improved cabin service quality strategies of each airline in the limitless competition of the aviation service industry.


Service Quality;Cabin Service Quality;Customer Loyalty;Airline Image


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