항공사의 Self-Service Technology(SST)품질이 고객만족과 행동의도에 미치는 영향 연구 = A Study on Airlines` Self-Service Technology(SST) Quality affecting Customer Satisfaction and Behavioral Intention

다국어 초록 (Multilingual Abstract)

This study aims to investigate what types of airlines` SST are exisitng and examine the effect of SSTQUAL for airlines on customer satisfaction and behavioral intention. Total of 197 samples were finally collected from the people who have experienced using airline website, ARS, kiosk and mobile applications so on. SSTQUAL for airlines were classified into security, functionality, ease of use, usefulness and customer satisfaction, reuse intention and word-of-mouth were composed of single dimension. Results of the study can be briefly summarized as follows. First, airlines` SSTQUAL such as security, functionality, ease of use, usefulness turned out to have significant influence on customer satisfaction. Second, custmer satisfaction had a significant influence on reuse intention and word of mouth. Third, reuse intention on airlines` SST had a significant influence on word-of-mouth. In conclusion, customer satisfaction which can affect reuse intention and word-of-mouth positively can be enhanced by increasing security, functionality, ease of use, usefulness of airlines` SST.

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