标题：EFFECTS OF THE SERVICE SATISFACTION OF FLIGHT INFORMATION SYSTEM ON CUSTOMER SATISFACTION AND THE RATE OF RETURN CUSTOMERS IN KOREA -FOUCS ON LOW COST CARRIERS
期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2017
卷号：95
期号：18
页码：4455
出版社：Journal of Theoretical and Applied
摘要：Today, airline industry is going through a very difficult period of time in the aftermath of hostile events, such as 9.11 terror, Avian Influenza, Jika Virus which one of spread of diseases, financial crises and protectionism for national interests worldwide. And it is low cost carriers that emerged as an alternative for competitive advantage using fright information system. Recently, many low cost carriers started to provide services for long haul flights where full service carries used to take a large share in the past, and low cost carriers have been successful in attracting a lot of people by providing competitive services, such as fright information system which are on-time departure and arrival service and various cabin services, with competitive prices, compared with full service carries. Now, low cost carriers have become active participants in Korean market together with five major Korean Airline companies and various airline companies from overseas. Low cost carriers are also making a lot of efforts to make more people interested and reduce cost in their services based on fright information system including mobile system. In this study, the factors that have big impacts on the profitability of low cost carriers are investigated based on the fright information system. Therefore this research suggest fright information system which are Operating Service, Customer Service, Flight Service, Reserve, Ticketing and Refund Service, and offline service which is Cabin Service have positive influence on Customer Satisfaction and Return Customer. As a results, online and offline service which are Customer Service, Cabin Service, and Flight Service have positive influence on Customer Satisfaction and Return Customer.
关键词：Fright Information System; Mobile Service; Fright e-Commerce; Low Cost Carriers; Service Quality; Business Performance; Customer Satisfaction
