Journal of the Korean Society for Aviation and Aeronautics (한국항공운항학회지)

The Korean Society for Aviation and Aeronautics (한국항공운항학회)
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The Effect of Servicescape at Airport Duty Free Shop on Customer Satisfaction and Image

공항 면세점의 서비스스케이프가 고객 만족 및 이미지에 미치는 영향

  • 박규선 (한국항공대학교 대학원 항공경영학과) ;
  • 박진우 (한국항공대학교 경영학과)
  • Received : 2016.02.12
  • Accepted : 2016.03.25
  • Published : 2016.03.31
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Abstract

Despite rapid growing in domestic duty free industry, weight of income from airport duty free area is relatively decreasing because of rapid progress in downtown duty free area. The purpose of this research was investigating the relationship between airport duty free servicescape and its effects on customer satisfaction and image for duty free shop, in order to maintain own competitive advantages. In pursuing above, previous studies related to servicescape, service value, customer satisfaction, and image were examined for literature review. Based on this previous studies, research model were constructed. Hypothesis was verified by effect. Data from 305 samples was employed for final survey. The main results show that functionality, attraction and convenience were meaningful factors to effect perceived servicescape. On the other hand, cleanness and comfort had few or no influence on servicescape. The perceived servicescape affected on service value and customer satisfaction. Service value had positive effects on customer satisfaction which was discovered to affected on image for duty free shop.

Keywords

References

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