• Journal of Korean Society for Quality Management
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• v.48 no.2
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• pp.329-344
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• 2020

Purpose: The purpose of this study is to measure the Airline Educational Service Quality and to find ways to improve the priority factors that need improvement. Methods: The 267 collected data from the survey of K-airline calculate the Potential Customer Service Improvement Index based on the Kano Model, Timko Customer Satisfaction Index and conduct Focus Group Interview. Results: The satisfaction of Airline Educational Service Quality can be improved if instructor operations are intensively managed considering field experience and contents that can be applied in the field. Conclusion: This study would provide useful information about Airline Educational Service Quality and can be applied to map out strategies to improve the satisfaction of the Airline Educational Service.

• Journal of the Korea Society of Computer and Information
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• v.21 no.3
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• pp.113-121
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• 2016

In this study, the basic concept of service profit chain was introduced based on the existing studies related to service quality of airline ground crew to find out how are customer satisfaction influenced by factors related to employees who provide service quality to the customers, such as internal service quality and job satisfaction. The data of this study was collected by questionnaire and based on airline ground crews and Gimpo international airport users. A total of 190 of airline ground crew and 273 of passengers validity sample was analyzed a frequency analysis, reliability analysis, exploratory factor analysis and correlation coefficient analysis from SPSS 21, a hypothesis through out confirmatory factor analysis and structural equation modeling from AMOS 7.0. As a result of the analyses, it was found that the models was appropriate in proving the hypotheses on interrelationships among internal service quality, job satisfaction and customer satisfaction. Overall, finding of this study enhance the theoretical progress on the experiential concept in walking tour and offer important implication for airline industry marketers.

• Journal of Korean Society for Quality Management
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• v.45 no.3
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• pp.483-501
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• 2017

Purpose: Recognizing the limitations of the previous researches that measured the quality of airline service quality only with partial evaluation items of cabin service quality. the purpose of this study is to standardize and develop assessment of the airline cabin service quality with considering the characteristics of cabin service and customer needs. Methods: The proposed method of this paper was the empirical items of airline cabin service quality was derived through reviewing and comparing the previous researches, industrial indicators like Skytrax and KS-SQI and NCS. Results: The result of this research proposed CSQ (Cabin SERVQUAL) which could consist of seven dimensions, separated by five direct customer satisfaction factors and two indirect factors required for providing customer service. Conclusion: The developed CSQ can be used for airline service quality measurement which will achieve establishing a strategy to improve customer satisfaction and satisfaction of Airline's employee.

• Journal of Korean Society for Quality Management
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• v.47 no.3
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• pp.583-595
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• 2019

Purpose: This study aimed to prove that the effect of waiting environment on perceived waiting time and service satisfaction of airline service and airport service procedure. Methods: Survey was conducted by questionnaires that were distributed to international airlines passengers. Survey data were collected 276 copies from 300 copies then analyzed using factor analysis and multi-regression analysis. The measurements of airline service procedure were divided by airlines service and airport service. Airline service segregated as before boarding and after boarding then airport service can be separated before boarding and after deplane by service procedure. Results: According to result, hypotheses were partially accepted. Human environment and Physical environment of airport service before boarding and after deplane were accepted. However perceived waiting time had effect on service satisfaction both airline and airport services. Thus some of variables are correlated among waiting environment. Acceptability as moderating variable has differences on high acceptable group and low acceptable group. Though waiting and delay were caused by controllable or uncontrollable reasons, there are certain negative feeling on waiting and delay on physical environment of airline service. Especially controllable delay and waiting are more negative than uncontrollable reasons. Conclusion: Some suggestions that given from researcher should be implemented to the airline industry to reduce perceived waiting time specially airport service procedure academically and practically.

• Journal of the Korea Society of Computer and Information
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• v.23 no.12
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• pp.185-193
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• 2018

The purpose of this paper was to identify the relationship among the MBTI personality types, self-efficacy, major satisfaction and freshmen's academic achievements in airline service department. To this end, a survey was conducted in 113 university freshmen of airline service department from June 18 to 29, 2018. And the data were collected their MBTI results and GPA scores. MBTI results used to analyze student's personality type. The collected data were analyzed using 'SPSS Statistics 21.0'. Analysis methods such as frequency analysis, cross-tabulation analysis, factor analysis, reliability analysis, t-test, ANOVA, and multiple regression analysis were used. The findings of this study are as follows. The type of personality in the airline service department affects the self - efficacy such as self - control efficacy, confidence, preference of the task difficulty, and also affects the major satisfaction and the academic achievement. The self - efficacy affects the major satisfaction and the academic achievement, and also the major satisfaction can affect academic achievement. Therefore, by developing an effective teaching strategies that fits students' personality type characteristics, and by inducing motivation to learn, raising self-efficacy naturally will lead to higher major satisfaction and academic achievements.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.25 no.4
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• pp.101-110
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• 2017

This research identifies the relation between the quality of cabin service(personnel and material services) in Korean low-cost airlines and resulting customer satisfaction and loyalty. Its aim is to provide low-cost airlines' international flights with basic information when building strategies, and to suggest a strategic implication for an original and competitive cabin service policy that can enhance customer retention. As a result of the analysis, first, hypothesis 1 on relation between the quality of Korean low-cost airlines' cabin service and customer satisfaction was all valid. Moreover, it was coherent with the results of previous researches. Second, hypothesis 2 on relation between the quality of Korean low-cost airlines' cabin service and customer satisfaction was also valid and coherent with previous studies. Third, hypothesis 3 on relation between customer satisfaction and loyalty was valid and coherent with existing studies. Consequently, this research suggests that in order to achieve the continuous retention of loyal customers through customer satisfaction, the quality of personnel and material service has to be considered primarily. In addition to that, this research also suggests that the original and competitive service marketing of low-cost airline is necessary for an airline to continue its profit-making.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.28 no.1
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• pp.14-21
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• 2020

Here I investigate what effects Operational Control Center(OCC)'s service quality may have on airline staff's job engagement. My analysis reveals that airline OCC's service quality has a meaningful effect on airline staff's service satisfaction, and that service satisfaction mediates a meaningful effect on staff's job engagement. It was suggested that improving OCC's service quality leads to higher staff's job engagement. Accordingly, I suggest methods of improving OCC's service quality. I find that the importance of contributing factors on OCC's service quality are as follows, in order of most to least important: professionalism, assurance, empathy, reliability, organizational culture, and responsiveness. The results of this study are relevant not only for airlines but also for government agencies such as the National Emergency Management Agency, the Korea Forest Service, the National Police Agency and the Korea Coast Guard that operate aircraft and must ensure aviation safety.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.19 no.1
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• pp.74-87
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• 2011

This paper tried to research the relationship among the passenger's satisfaction and expectation of in-flight service quality, overall satisfaction and passenger's Loyalty by emphasizing on two groups of passengers and cabin crews from K-airline to find out which service quality area should be focused on for pursuing premium in-flight service. Such six service quality areas as in-flight equipment, food&beverage, duty-free sales, service ability, service image and specialized service were conceived and survey questions were made based on relevant previous researches. The analysis has used the data of 281 passengers and 336 cabin crews from K-airline. According to the analysis, in physical service factors, passengers perceive satisfaction from duty-free sales contributes to overall service satisfaction. However, cabin crews believed in-flight equipment and food&beverage are important to overall service satisfaction. In human service factors, both groups seemed to agree service ability and service image have a positive impact on overall service satisfaction. Among service satisfaction factors, the customer's satisfaction from cabin crew's service ability(service response, professional knowledge and foreign language skill) is also proven to be directly connected to customer loyalty.

• Journal of Distribution Science
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• v.21 no.8
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• pp.69-82
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• 2023

Purpose: This research aims to explore the effects of airline's pricing and service quality through service distribution process on repurchasing intention of the air passengers with meditations of passenger satisfaction and airline brand. Research design, data and methodology: This paper particularly focused on employing the moderating effect with two different market segmentations, namely leisure and corporate purpose travelers, in the Korean market. The total sample size of this research is 363 respondents of the general public in Korea. For the methodology of this research, structural equation modeling (SEM) was utilized for the statistical analysis. Results: It figured out that passenger satisfaction is ultimately the most important among variables of price, service quality and repurchase intention for both groups. On the contrary, the relationships, between price and airline brand in both groups, and between airline brand and repurchase intention in the leisure travel only, were not noted as beneficial effects. Conclusions: More noteworthy was that airline brand had a positive influence on repurchase intention in the corporate travel group. Based on this research, the results will deliver the contributions to the commercial airlines in the future.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.23 no.4
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• pp.109-116
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• 2015

The more advanced IT and mobile technologies get, the smarter customers become in the use of airline services. Using an airline, passengers are expecting more value than what airline're willing to provide them. Therefore this paper tries to find out the effect of airline staff's perception of airline's service management strategies to realize passengers' value based on previous oversea's research results. First of all, this paper provides t-test analysis results between passengers and airline staff regarding the perception of airline's service management strategy and customer orientation. Moreover, it was analyzed how the staff's understanding of the upper management's decision on service strategies would results in meeting customer's expecting values through such mediating variables as job satisfaction and customer orientation. It was proven the perception of service management strategies by staff played a very important role to realize customer's value.