دانلود رایگان مقاله خدمات هوایی داخلی با ارزش بالا در ژاپن

abstract

This paper clarifies the factors influencing customers' perceptions of premium service and superiority for high-value-added domestic airline services in Japan, and explains how these perceptions impact customer loyalty. To gather data for the analysis of consumers' perceptions, a questionnaire survey of 515 respondents who use high-value-added domestic airline services was conducted. These respondents' data were analyzed using structural equation modeling. The most valuable finding is the distinction between the perceptions of premium service and superiority, both of which strongly influence customer loyalty. This finding has two important implications. First, staff correspondence has a strong influence on customer loyalty e not directly, but through customers' perceptions of premium service and superiority. Second, perceptions of premium service and superiority influence customer loyalty separately. This finding may assist in the development of innovative high-value-added services.

6. Discussion and contributions

Though punctuality is considered a core airline service, this factor does not strongly influence customer loyalty. Punctuality is a minimum required condition; therefore, it is true that consumers' evaluation of customer loyalty is decreased if an airplane has delays. Nevertheless, consumers' evaluation of customer loyalty might not increase drastically if service related to punctuality improves. The reason for this is that, as described in 3.2, there is no difference in punctuality between economy class and premium class, so customers do not select premium class out of high expectations relating to this factor. Because this is not expected service, even when customers perceive that the level of this service is sufficient, they might not evaluate it