Due to the opening of Incheon International Airport Terminal 2, the operation range of ground operators is expanding and the workload is increased, which may cause a deterioration of the operation quality. Airline and airport corporations are concerned about safety delays as well as delays in flight due to delays in operations. Air traffic demand at Incheon International Airport is expected to increase steadily in the future. Therefore, this study intends to derive quality improvement plan by investigating the perception of stakeholders about the status of fishing service in order to improve service quality of Incheon airport ground handling company. The results of the analysis are expected to be used as basic data for improving quality of service.
1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is
Volatile organic compounds(VOCs) are of concern for their potential chronic toxicity, their suspected role in the formation of smog, and their suspected role in destruction of stratospheric ozone. Present study evaluated the exposures to selected VOCs in three microenvironments: 2 chlorinated and 5 aromatic VOCs in the indoor and outdoor air, and 5 aromatic VOCs in the breathing zone air of gas-service station attendants. With permissible Quality Assurance and Quality Control performances VOC concentrations were measured 1) to be higher in indoor air than in outdoor air, 2) to be higher in two Taegu residential areas than in a residential area of Hayang, and 3) to be higher in the nighttime than in the daytime. Among five aromatics, Benzene and Toluene were two most highly measured VOCs in breathing zone air of service station attendants. Based on the sum of VOC concentrations, the VOC exposure during refueling was estimated to be about 10% of indoor and outdoor exposures. For Benzene only, the exposure during refueling was estimated to cause about 52% of indoor and outdoor exposure. The time used to calculate the exposures was 2 minutes for refueling and 24 hours for indoor and outdoor exposures.
Volatile organic compounds(VOCs) are of concern for their potential chronic toxicity, their suspected role in the formation of smog, and their suspected role in destruction of stratospheric ozone. Present study evaluated the exposures to selected VOCs in three microenvironments: 2 chlorinated and 5 aromatic VOCs in the indoor and outdoor air, and 5 aromatic VOCs in the breathing zone air of gas-service station attendants. With permissible Quality Assurance and Quality Control performances VOC concentrations were measured 1) to be higher in indoor air than in outdoor air, 2) to be higher in two Taegu residential areas than in a residential area of Hayang, and 3) to be higher in the nighttime than in the daytime. Among five aromatics, Benzene and Toluene were two most highly measured VOCs in breathing zone air of service station attendants. Based on the sum of VOC concentrations, the VOC exposure during refueling was estimated to be about 10% of indoor and outdoor exposures. For Benzene only, the exposure during refueling was estimated to cause about 52% of indoor and outdoor exposure. The time used to calculate the exposures was 2 minutes for refueling and 24 hours for indoor and outdoor exposures.
This paper reviewed the relationship between job satisfaction and service quality, and the moderating effect of gender in restaurant employee. Based on the responses from 288 employees, the results of multiple regression analysis showed that intrinsic job satisfaction(JS) and extrinsic job satisfaction effect positively on all service quality factors(tangibles, reliability, responsiveness, empathy). The results of moderating analysis showed that intrinsic JS effects positively on all service quality factors irrespective of gender, but the positive effect of extrinsic JS on tangibles and empathy is more positive in female than in male employee.
Urbanization and industrialization have led to a severe deterioration in urban air qualities. As an air pollution is closely associated with human health, citizen has a growing concern about the air quality policy to improve their residential environment. Due to the recently advance in web- and mobile computing technologies, citizens can easily access various air quality information and public authorities utilize the social media service to communicate citizens with air quality issues. Also citizens' participation and role has been increased to improve urban air qualities. Thus, to meet the technical and societal changes, a GIS-based air quality information system is developed based upon the Ubiquitous Public Access (UPA) model in ISO19154. The proposed system employs the context information model to provide air quality information depending on citizens' health conditions and locations. Also, citizens can present their perceptions of an air quality at their current location Public authorities can thus utilize the citizens' perceptions when establishing new air quality policies.
This research explores the relative importance of factors and service items that influence the air cargo service quality for provision services by the Skyteam Cargo in the Korean market. In general, the Skyteam Cargo provides a package of services which are different functions and operations of service such item as Equation Heavy (heavy and large express freight), Equation (small express freight), Variation (special freight), and Dimension (general freight). To carry out the research, the expert questionnaire survey, the Analytic Hierarchy Process (AHP) analysis had adopted to evaluate the level of quality for the provision air cargo operation services by the Skyteam Cargo at Incheon International Airport. Based on an expert survey and the AHP, five core service factors, namely, infrastructure as installed facilities, reliability, promptness, efficiency, and safety are defined.
Purpose: To study, analyze, and investigate how to improve the service quality distribution and perceived value of passenger loyalty in low-cost airlines in Thailand. Research Design, data, and methodology: The data was collected from low-cost airline passengers who had used low-cost airlines within Thailand more than twice in the last 12 months. In total, 632 questionnaires were received, representing 97.32%, and in-depth interviews were done using the semi-structured technique. The key informants were either executives or representatives from 4 low-cost airlines operating in Thailand. We utilized structural modeling techniques to examine the data relevant to the investigation. Results: The results show that low-cost airline passengers in Thailand have strong opinions about the perceived value of the passenger loyalty of low-cost airlines within this sector of the Thai air travel industry. The variables were sorted in order of importance and included passenger loyalty, satisfaction, trust, perceived value, and service quality distribution. The relationship between the service quality distribution variables and the significance in relation to passenger loyalty according to low-cost airlines in Thailand showed that service quality distribution had a positive effect on perceived value and that passenger satisfaction has a direct positive effect on passenger loyalty. Conclusions: The 8 QPSTL strategy is successful in terms of service quality distribution and passenger satisfaction, therefore it is an important aspect of low-cost airlines in Thailand.
Purpose: This research aims to explore the ramifications of job stress on cabin crews within the air service distribution sector, specifically examining its impact on service quality through mediating variables such as job satisfaction and engagement during the pandemic era. Research design, data and methodology: The study is based on a sample size of 312 individuals, exclusively comprising cabin crews employed in the airline industry. Methodologically, Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were employed for statistical analysis. Results: The findings reveal that both performance evaluation and job responsibility exerted a significant impact on both job satisfaction and job engagement. Furthermore, job engagement demonstrated a substantial influence on service quality. However, in contrast, factors like unstable employment and the working environment showed no significant impact on either job satisfaction or engagement. Additionally, job satisfaction did not exert a significant influence on service quality. Conclusions: These insights will offer the valuable guidance to the airline industry in preparing for unforeseen external environments that may affect the industry. As the aviation sector navigates the challenges posed by the pandemic, understanding and addressing the intricate relationships among job stress, satisfaction, engagement, and service quality will be crucial for effective industry resilience and adaptation.
In this paper, we propose the real time indoor air quality monitoring and controlling platform on cloud using IoT sensor data such as PM10, PM2.5, CO2, VOCs, temperature, and humidity which has direct or indirect impact to indoor air quality. The system is connected to air ventilator to manage and optimize the indoor air quality. The proposed system has three main parts; First, IoT data collection service to measure, and collect indoor air quality in real time from IoT sensor network, Second, Big data processing pipeline to process and store the collected data on cloud platform and Finally, Big data analysis and visualization service to give real time insight of indoor air quality on mobile and web application. For the implication of the proposed system, IoT sensor kits are installed on three different public day care center where the indoor pollution can cause serious impact to the health and education of growing kids. Analyzed results are visualized on mobile and web application. The impact of ventilation system to indoor air quality is tested statistically and the result shows the proper optimization of indoor air quality.
. 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient
shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient
Microenvironmental Exposures To Volatile Organic Compounds
(미규모 환경에서의 휘발성 유기화합물 노출)
Microenvironmental Exposures To Volatile Organic Compounds
(미규모 환경에서의 휘발성 유기화합물 노출)
The relationship between job satisfaction and service quality, and the moderating effect of gender in food service restaurants
(외식업 종사자의 직무만족이 서비스품질에 미치는 효과 및 성별 조절효과)
Design and Development of GIS-based Air Quality Information System for Ubiquitous Public Access
(Ubiquitous Public Access 구현을 위한 GIS 기반 대기환경 정보시스템 설계 및 개발)
Evaluating Level of Quality for the Skyteam Cargo Services
(스카이팀 카고의 서비스 품질에 대한 평가)
An Investigation into Improving Service Quality Distribution and Perceived Value in the Passenger Loyalty of Low-Cost Airlines in Thailand
The Impact of Job Stress of the Cabin Crew on the Service Quality During COVID-19 era
IoT Based Real-Time Indoor Air Quality Monitoring Platform for a Ventilation System
(청정환기장치 최적제어를 위한 IoT 기반 실시간 공기질 모니터링 플랫폼 구현)
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