• Journal of Distribution Science
• /
• v.18 no.9
• /
• pp.77-86
• /
• 2020

Purpose: This study focused on SNS, which has been in the spotlight as a marketing tool as the number of people using SNS, to find out about the relationship between the characteristics of airline SNS marketing and the impact on brand attitude and purchasing intention. It will also identify the relationship between each factor and, in conclusion, identify the influence of SNS characteristics as marketing tools of airlines and provide direction and theoretical implications so that they can be used as effective marketing tools based on this. Research design, data: Airline SNS characteristics factors were derived from three main components: interactivity, entertainment, and convenience, four hypotheses were set up, and the SPSS Win 18.0 program and AMOS 22.0 were used to analyze the relationship between factors in a total of 333 questionnaires. Results: The airline's successful SNS marketing directly affects the airline's brand image and airline's brand attitude, and a good brand image forms a positive brand attitude for consumers and also suggests that this can lead to purchasing intentions. Conclusions: Airlines that want to successfully market SNS should pay attention to SNS characteristics and consider them in-depth, and pay attention to SNS as an important marketing tool.

• Journal of the Korea Society of Computer and Information
• /
• v.21 no.3
• /
• pp.113-121
• /
• 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 Korea Society of Industrial Information Systems
• /
• v.19 no.4
• /
• pp.73-85
• /
• 2014

The service quality customers perceived has positive relationships with trust, image, and satisfaction toward airline companies. Providing personal and non-personal services could be factors that build up not only overall impressions but positive and negative emotions and could be connected to customer behavioral intention. Thus, this research divided service encounter quality into personal and non-personal encounter quality and investigated effects of two types of service encounter quality on airline image, perceived value and customer loyalty. The result shows that personal service encounter quality has a positive effect on airline image and a negative effect on perceived value. Non-personal service encounter quality has an influence on airline image and a negative influence on perceived value. Personal service encounter quality does not have a significant effect on customer loyalty but non-personal service encounter quality has an effect on customer loyalty. Airline image does not affect perceived vlaue significantly however, do affect customer loyalty. Finally, perceived value does not have a significant effect on customer loyalty.

• The Journal of the Korea Contents Association
• /
• v.20 no.8
• /
• pp.199-210
• /
• 2020

This study tries to understand the CSR Activities of Airline on Brand Awareness and Brand Loyalty. Within the last year, online surveys were conducted on consumers with experience in air travel. The empirical survey was conducted between Feb 11 and Feb 25, 2020, and 220 valid questionnaires were analyzed. The results of the study are as follows. First, CSR Activities of Airline was divided into Economic Responsibility, Legal Responsibility, Ethical Responsibility and Philanthropic Responsibility according to the literature review. Analysis showed that CSR Activities of Airline has effect on Brand Awareness accordingly. Second, CSR Activities of Airline has effects Brand Loyalty. Third, Brand Awareness has effects Brand Loyalty. The findings has significant implications for CSR Activities of Airline, Brand Awareness, Brand Loyalty and academic researchers. This research has several implications such as CSR Activities of Airline should be preceded in order to enhance brand Awareness and strengthen Brand Loyalty.

• The Journal of the Korea Contents Association
• /
• v.8 no.2
• /
• pp.164-172
• /
• 2008

This paper investigates passengers' perceptions of the importance and satisfaction of airline service quality for improving the quality level of airline service. Importance-performance analysis(IPA) was utilized to analyze the gap between importance and performance of airline service qualify The result showed that passengers' perceptions of the importance and performance of airline service quality differed for Korean international air passengers. In particular, IPA analysis revealed that four attributes 'meal service', 'seating comfort', 'seat space and legroom', 'check-in service' were identified in the Concentrate Here quadrant-perceived to be important, yet perceived as being performed poorly. The airlines operating from/to the Republic of Korea should concentrate on the attributes included in this quadrant to improve the quality of airline service. On the basis of the IPA analysis, airlines should identify their strengths and weaknesses and draw up a plan to maximize their profits.

• Korean journal of aerospace and environmental medicine
• /
• v.30 no.2
• /
• pp.70-74
• /
• 2020

This study aimed to quantify the causes of Korean airline pilots' medical disqualification during 2015~2019. The airline pilot disqualification data is important for grasping what health problems are common to pilots and establishing preventive health care programs. We were able to obtain data from official sources at the Korean Civil Aviation Authority during 2015~2019. The total number of pilots was 29,095, and the number of disqualified professional pilots in Korea was 36. Looking at airline pilots' status by age group, the 40s were the highest with 38%. However, the disqualification rate per 1,000 pilots was the highest in the 60s, at 4.6. When the different diagnostic categories classified the disqualification results, cardiovascular disease was the highest with 12 cases (33.3%), followed by eye disease, malignancy, neurology, psychiatry, otorhinolaryngology, and respiratory disease. The total number of pilots during 2015~2019 was 29,095, and the overall disqualification rate of 1.6/1,000 pilots.

• The Journal of Asian Finance, Economics and Business
• /
• v.7 no.10
• /
• pp.865-874
• /
• 2020

In Vietnam, the airline service sector plays an important economic role. However, it is a complicated industry that is open to failures. Negative emotions are an essential variable for the airline service industry because they can trigger a variety of coping behaviors that affect consumer loyalty as well as the image and reputation of the airline service providers. However, negative emotions and the accompanying coping behaviors are often investigated partially or as separate issues, thus leading to an incomplete understanding. This study is conducted to fill this gap by proposing and testing the causal relationship between negative emotions (anger, frustration, regret) and coping behaviors (complaint, negative word-of-mouth (WOM), and switching intention) in the context of the airline industry. Eight research hypotheses are tested. Using the partial least squares structural equation modeling (PLS-SEM) on a sample of 587 passengers in Vietnam, the empirical results show that anger and frustration influence complaints, negative WOM, and switching intention, while regret leads to switching intention and negative WOM. Thus, the research has important academic and practical implications. The empirical outcome could be of major importance for airline companies in planning to provide new services and achieve high performance in the long run.

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

• Asia pacific journal of information systems
• /
• v.31 no.4
• /
• pp.491-526
• /
• 2021

Airlines can employ a variety of quality monitoring procedures. In this study, we employ a content analysis of 8 years of online reviews for Korean airlines in contrast to other international airlines. Online airline reviews are infrequent, relative to the total number of passengers - the number of reviews is multiple orders of magnitude lower than passenger volumes - and online airline reviews are, therefore, not representative of passenger attitudes overall. Nevertheless, online reviews may be indicative of specific service issues, and draw attention to aspects that require further study by airline operators. Furthermore, significant words and phrases used in these airline reviews may help airline operators to rapidly automate filtering, partitioning, and analysis of incoming passenger comments via other channels, including email, social media posts, and call center transcripts. The current study provides insights into the contents of online reviews of Korean vs Other-International airlines, and opportunities for service enhancement. Further, we provide a set of marker words and phrases that may be helpful for management dashboards that require automated partitioning of passenger comments.

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