JOURNAL BROWSE
Search
Advanced SearchSearch Tips
Study on Internal Service Quality, Job Satisfaction and Customer Satisfaction in Airline Industry
facebook(new window)  Pirnt(new window) E-mail(new window) Excel Download
 Title & Authors
Study on Internal Service Quality, Job Satisfaction and Customer Satisfaction in Airline Industry
Kim, Seung-Lee; Cho, Young-Shin;
  PDF(new window)
 Abstract
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.
 Keywords
Internal Service Quality;Job Satisfaction;Customer Satisfaction;Airline Ground Crew;
 Language
Korean
 Cited by
 References
1.
Deming, W. E. The New Economics, MIT Press. Cambridge, MA. 1993.

2.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., and Schlesinger, L. A., "Putting the Service-Profit Chain to Work". Harvard Business Review, March-April, Vol. 72, No.2, pp. 164-174. 1994.

3.
Gremler, D., Bitner, M., and Evans, K., "The Internal Service Encounter". International Journal of Service Industry Management, Vol.5, No.2, pp. 34-56. 1994. crossref(new window)

4.
Yoon, S. N., "A Study of Relations Internal Service Quality Dimensions and on Organizational Commitment in Travel Industry". Journal of Tourism and Leisure Research, Vol. 22, No. 3, pp. 27-43. 2010.

5.
Gummesson, E., Marketing Organization in Service Business: The Role of the Part Time Marketer. in Managing and Marketing Services in The 1990s(Eds.). 1991.

6.
Frost, F. A., and Kumer, M., "Service Quality between Internal Customers and Internal suppliers in an International Airline". International Journal of Quality & Reliability Management, Vol. 18, No. 4, pp. 371-386. 2001. crossref(new window)

7.
Reynoso, J., and Moores, B., "Towards the Measurement of Internal Service Quality". International Journal of Service Industry Management, Vol. 6, No. 3, pp. 64-83. 1995.

8.
Berry, L. L., and Parasuraman, A., Marketing Service-Competing through Quality. New York: Free Press. 1991.

9.
George, W. P., and Grönroos, C., Developing Customer-Conscious Employee at Every Level Internal Marketing, in the AMA Handbook of Marketing for the Service Industries, Carol A. Congram, ed., New York: AMACOM. 1991.

10.
Rafiq, M., and Ahmed, P. K., "Advances in the Internal Marketing Concept: Definition, Synthesis, and Extention". Journal of Services Marketing, Vol. 14, No. 6, pp. 449-462. 2000. crossref(new window)

11.
Kotler, P., Marketing Management: Analysis, Planning, Implementation, and Control (8th ed.). NJ: Prentice-Hall. 1994.

12.
Kang, G. D., "The Antecedent and Consequences of Internal Service Quality". Journal of the Korean Society for Quality Management, Vol. 33, No. 3, pp. 1-17, 2005.

13.
Kang, G. D., "Replication of Internal Service Quality Battery: The Assesment of Its Reliability and Validity". Journal of the Korean Society for Quality Management, Vol. 34, No. 2, pp. 77-98, 2005.

14.
Varey, R. J., "Internal Marketing: A Review and Some Interdisciplinary Research Challenges". International Journal of Service Industry Management, Vol. 6, No. 1, pp. 40-63. 1995.

15.
Berry, L. L., Parasuramna, A., and Zeithaml, V. A., "Improving Service Quality in America: Lessons Learned". Academy of Management Executive, Vol. 8, No. 2, pp. 32-45. 1994.

16.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L., "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality". Journal of Retailing, Vol. 64, No. 1, pp. 12-40. 1988.

17.
Kang, G. D., Jame, J., and Alexandris, K., "Measurement of Internal Service Quality: Application of SERVQUAL Battery to Internal Service Quality". Managing Service Quality: An International Journal, Vol. 12, No. 5, pp. 278-291. 2002.

18.
Ling, I. N., and Brooks, R. F., "Implementing and Measuring the Effectiveness of Internal Marketing". Journal of Marketing Management, Vol. 14, No. 4/5, pp. 325-351. 1998. crossref(new window)

19.
Ok, W. H., and Kim, S. R. A Study on Job Stress and Job Satisfaction, and Organizational Commitment of Local Public Service. Korean Public Administration Review, Vol. 35, No. 4, pp. 355-373, 2001.

20.
Locke, E. A., The Nature and Causes of Job Satisfaction, in Dunnetle, M. D. ed., Handbook of Industrial and Organizational Psychology, Chicago: Rand McNally. 1976.

21.
Evans, L., Teacher Morale, Job Satisfaction and Motivation. London: P. C. P. 1998.

22.
McCormick, E., and Ilgen, D., Industrial and Organizational Psychology (8th ed.). NJ: Prentice-Hall. 1985.

23.
Hallowell, R., Schlesinger, L. A., and Zornitsky, J., "Internal Service Quality, Customer, and Job Satisfaction Linkages and Implications for Management". Human Resource Planning, Vol. 19, No. 2, pp. 20-31. 1996.

24.
Oh, Y. M., A Study on the Effects of Communication Satisfaction of Secretary upon Job Satisfaction and Organizational Commitment. Master Thesis, Graduate School of Information Science of Ewha Womans University, 2004.

25.
Park, C. S., A Study of Head Nurses' Personality Traits and Nursing Organizational Health. Master Thesis, Graduate School of Public Administration of Kyung Hee University. 1990.

26.
Lee, Y. K., The Effects of Flight Attendant's Perceived Career Plateau on job Satisfaction and Team Commitment: Focused on the Moderating Effects of Person-Job Fit. Master Thesis, The Graduate School Tourism of Sejong University, 2010.

27.
Heo, M. S., A Study on the Influence the Organization Culture has on the Task Performance of Airline Crew. Master Thesis, Graduate School of Tourism of Kyonggi University, 2005.

28.
Chen, C. F., "Job Satisfaction, Organizational Commitment, and Flight Attendants' Turnover Intention: A Note". Journal of Air Transport Management, Vol. 12, No. 5, pp. 274-276. 2006. crossref(new window)

29.
Anderson, E. W., Fornell, C., and Lehmann, D. R., "Customer Satisfaction, Market Share, and Profitability: Findings from Sweden". Journal of Marketing, Vol. 58, No. 3, pp. 53-66. 1994.

30.
Oliver, R. L., "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision". Journal of Marketing Research, Vol. 17, No. 4, pp. 460-469. 1980. crossref(new window)

31.
Kim, S. L., and Ok, N. I., "The Impact of Travel Agency's Website Quality on Customer Satisfaction and Repurchase Intention". Journal of the Korea Society of Computer and Information, Vol. 18, No. 5, pp. 121-131. 2013.

32.
Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A., "Customer Repurchase Intention: A General Structural Equation Model". European Journal of Marketing, Vol. 37 No. 11-12, pp. 1762-1800. 2003. crossref(new window)

33.
Kotler, P., and Keller, K. L., Marketing Management. Seoul: SeokJung. 2007.

34.
Kim, S. S., The Impact Airline Service Attribute Has on Customer's Perception of Convenience and Satisfaction, Master Thesis, Graduate School of Business Administration of Cheju National University. 2009.

35.
Fornell. C., "A National Customer Satisfaction Barometer: The Swedish Experience". Journal of Marketing, Vol. 56, No. 1, pp. 6-21. 1992. crossref(new window)

36.
Kim, E. J., and Kim, D. J., "A Study of Structural Relationships between In-Flight Food Service Quality, Perceived Value, Customer Satisfaction and Behavior Intention of Airline". Korea Entertainment Industry Association Conference, pp. 121-131. 2013.

37.
Yu. J. P., Suh, Y. G., and Suh, Y. K., "The Effects on Brand Customer Satisfaction, Loyalty and Self- Identification by Brand Personality in Airline Services". Tourism Study, Vol. 23, No. 4, pp. 419-438. 2009.

38.
Kim, H. J., Han, J. S., and Lee, S. K., "A Study on the Effects of Service Quality Factors on Customer Value an Customer Satisfaction According to Airline Class Type". International Journal of Tourism and Hospitality Research, Vol. 25, No. 1, pp. 235-252. 2011.

39.
Oliver, R. L., "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision". Journal of Marketing Research, Vol. 1, No. 4, pp. 460-469. 1980.

40.
Ryu, K., Han, H., and Kim, T., "The Relationships among Overall-quick Casual Restaurant Image, Perceived Value, Customer Satisfaction, and Behavioral Intentions". International Journal of Hospitality Management, Vol. 27, No. 3, pp. 459-469. 2008. crossref(new window)

41.
Nunnally, J., and Bernstein, I., Psychometric Theory(3rd ed.), New York: McGraw-Hill. 1994.

42.
Kim, S. W., SPSS Analysis of Moment Structures. Seoul; HakYeon. 2015.

43.
Anderson, J. C., and Gerbing, D. W., "Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach". Psychological Bulletin, Vol. 103. No. 3, pp. 411-423. 1988. crossref(new window)

44.
Kwon, M. Y., and Yoon, K. H., "A Study on the Internal Service Quality on the Internal Customer Satisfaction and Firm Performance with Focus on the Financial Service". Journal of Business Education, Vol. 19, pp. 1-26. 2011.