• Title, Summary, Keyword: 항공사 신뢰

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Effects of Company Trust and FLSE's Trust on Loyalty in Airline Industry (항공사 신뢰와 서비스제공자 신뢰 및 충성도의 영향관계 연구)

  • Ko, Seon-Hee;Kim, Hyun-Jee
    • The Journal of the Korea Contents Association
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    • v.12 no.9
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    • pp.468-478
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    • 2012
  • It is essential to have a trust with customer, especially in the airline context which provide the best service and movement to particular destinations. However, previous researches were performed only within restricted variables regarding this topic. Thus the purpose of this research was to investigate the relationship among trust's antecedents, trust and loyalty. A convenience sample of 298 travelers from airline customers was surveyed and 286 usable questionnaires were analyzed. According to the literature review, trust's antecedents were divided into the following variables: 'competence', 'benevolence' and 'problem solving ability'. Trust objects were divided into 'company trust' and 'front line service employee(FLSE) trust' accordingly. The findings of the study are as follows. First, company trust's antecedents which are 'competence', 'benevolence' and 'problem solving ability' yielded positive effects on company trust. Specifically, 'competence' has the strongest influence among variables. Second, as far as FLSE trust's antecedents are concerned, only 'competence' and 'problem solving ability' have positive effects on FLSE trust. Third, both company trust and FLSE trust influenced each other. Lastly, both company trust and FLSE trust have positive effects on loyalty.

The Relationships of Website Quality, e-Satisfaction, e-Trust, and e-Loyalty in Low-Cost Carriers (저비용 항공사의 웹사이트 품질, e-만족, e-신뢰, e-충성도 간의 구조적 관계 연구)

  • In, Ok Nam;Kim, Seung Lee
    • Journal of the Korea Society of Computer and Information
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    • v.18 no.10
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    • pp.207-216
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    • 2013
  • The A low-cost carriers(LCC)' website represents their public face to the world. Futhermore, distribution through their own websites is generally regarded as the being most cost effective for airlines The Internet website has become an effective marketing vehicle for low-cost carriers(LCC). The objective of this study was to examine theoretical relationship of website quality, e-satisfaction, e-trust, and e-loyalty to the low-cost carriers' website. The study sample included respondents who had visited any LCC websites in the last 12 months. Data were collected by conducting a web-based survey to maintain respondents' anonymity and overcome time and place constraints. From the 334 usable data obtained, hypotheses are tested using structural equation modeling. The results indicate that website quality, e-satisfaction, and e-trust are antecedents of e-loyalty in loyalty relationships between passengers and low-cost carriers' websites. Website quality positively influences e-satisfaction, e-trust while e-satisfaction. However, contrary to our expectation, e-satisfaction has a negative effect on e-trust. Managerial implications are provided following presentation of the findings.

Investigating the Airline Choice Factors of Low Cost Carriers (저비용항공사 승객의 항공사 선택 속성에 관한 연구)

  • Park, Jin-woo;Kim, Ji-hyun;Choi, Jin-ho
    • Proceedings of the Korea Contents Association Conference
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    • pp.213-214
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    • 2012
  • 항공규제완화법과 더불어 항공 협정에 의한 자유경쟁 체제의 돌입과 함께 급성장한 항공운송시장에서 항공사간의 경쟁이 불가피해졌고 이에 각 항공사들은 경쟁력을 갖추기 위해 고객의 유치뿐만 아니라 경쟁사와의 차별화를 둔 새로운 경영 전략을 수립 및 추구해 나가고 있는 실정이다. 본 연구에서는 충성 고객 증진 및 그 보유 방안을 모색하기 위하여 국내 저비용항공사 이용 고객을 대상으로 항공사 선택 속성에 영향을 미칠 수 있는 요인들 중 가격, 서비스, 금전 가치, 감정가치, 만족, 신뢰 및 충성도라는 변수들에 대하여 실증 연구를 통한 분석으로 그 유의성을 알아보고자 한다. 가설 및 연구 모형 검증을 위해 SPSS와 AMOS 프로그램의 활용 및 빈도 분석, 요인 분석, 신뢰도 검정 그리고 공분산 구조 방정식 분석 등의 통계기법을 이용하고자 한다.

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A Study on the Effect of Airline Brand Evidence on Brand Value, Brand Trust, Brand Attitude, and Word-of-mouth Intention (항공사의 브랜드 증거가 브랜드 가치, 브랜드 신뢰, 브랜드 태도 및 구전 의도에 미치는 영향에 관한 연구)

  • Lee, Jin-Young;Kim, Ki-Woong;Kim, Geun-Su
    • Journal of Convergence for Information Technology
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    • v.9 no.10
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    • pp.71-80
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    • 2019
  • The purpose of this study is to analyze the effects of brand evidence on brand value, brand trust, brand attitude and word of mouth intention. To achieve the purpose of the study, a research model and hypothesis were established based on previous studies, and survey was conducted on 222 passengers who had used the airline. As a result of the analysis, sub-factors of airline brand evidence had a positive impact on brand value. Except for employee services, perceived prices, core services, brand names, and brand logo had a positive impact on brand value. Brand value had a significant positive effect on brand trust and brand attitude. It was also found that brand trust had a significant influence on brand attitude. This study examined the extended range by adding the brand logo as a sub-factor of brand evidence, and it is considered necessary to study including brand emotion in next study.

The Effect of Airline Service Encounter Quality on Customer Loyalty (항공사 서비스 접점품질이 고객 애호도에 미치는 영향에 관한 연구)

  • Hwang, Yoon Yong;Choi, Soow-A;Na, Kwang-Jin;Kim, Hye-Jin
    • Journal of the Korea Industrial Information Systems Research
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    • v.19 no.4
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    • pp.73-85
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    • 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.

A Research of Passengers' Perception on Benefit to Repurchase Intention through Price Reliability: Focusing on Comparing National Carrier and Foreign Carrier between Incheon-Dubai Air Route (항공여객이 인식하는 편익이 가격신뢰를 매개로 재구매 의도에 미치는 영향 : 인천-두바이 구간 국적항공사와 외국항공사 비교를 중심으로)

  • Lee, Gun-Young;Kim, Soo-Jung;Jang, Ji-Seung
    • The Journal of Advanced Navigation Technology
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    • v.24 no.3
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    • pp.173-183
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    • 2020
  • This research focused on such a passenger sample that used to fly between Incheon int'l airport(ICN) and Dubai int'l airport(DXB) using either a national carrier or gulf carriers because the route between ICN and DXB is one of the international air routes with the toughest competition under the global pressure of open air transport market. Based on the results from the empirical research, this paper proposed a competitive advantage which a national carrier must have to cope with global competition under the open sky policies and implications for sustainable strategies of them. National carrier passengers perceived product benefits had a significant positive effect on price reliability in spite of lower price competitiveness. Following the empirical analysis results, it was proven a national carrier should try to improve product benefit sought by passengers to maintain sustainable competitive advantage in the market against foreign airlines.

A Study on the Internal Service Quality of Airline Call Center's Agent on Job Satisfaction and Turnover Intention (항공사 콜센터 내부서비스품질과 상담원의 직무만족 및 이직의도 연구)

  • Choi, Eun-Joo
    • The Journal of Advanced Navigation Technology
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    • v.13 no.5
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    • pp.619-629
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    • 2009
  • This study focuses on assessing the impacts of the internal service quality components at airline call center on the job satisfaction of agent and turnover intention for effective operation, thereby giving suggestions to manages on the design and the operation of call centers. The major finding of this study showed that intangibility, reliability, authority, leadership are found to have a great influence on the job satisfaction and job satisfaction did not influence on turnover intention.

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A Positioning Analysis of Airline Brands using Multi-dimensional Scaling (MDS) (다차원척도법을 활용한 항공사 브랜드 포지셔닝 연구)

  • Choi, Pan-Ho;Jun, Jae-Kyoon
    • Journal of the Korean Data Analysis Society
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    • v.20 no.5
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    • pp.2533-2545
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    • 2018
  • Due to the advent of the LCC, the competition in the airlines service market has become more and more intense, and the positioning strategies for establishing competitive advantages of each airline have become more important. The purpose of this study is to analyze the attribute vector based on the airline selection attributes and to analyze the customer preference and ideal point of the airline selection attributes. Empirical data was collected from the passenger experienced in boarding. As a result of the analysis, Korean Air vs Asiana Airlines, Jin Air vs Air Busan, T'way vs Easter Jet were found to be closely competitive on the perceptual map. The similarity of the images was found to be similar among the compared airlines. In case of Jeju Air, there is no image similarity. The distances between the stimulus point and the ideal point were in the order of Korean Air, and Asiana Airlines, Air Busan, Jin Air, Jeju Air and T'way Airlines, Easter Jet. This study provides specific suggestions about how a airlines service can use the results to improve their performance or to build a different edge.

An Evaluation of Service Quality Priorities between Air Cargo Service Providers and Customers (항공화물운송서비스 품질에 대한 서비스 이용자와 제공자간의 중요도 인식 차이에 관한 연구)

  • Jun, Il-Soo;Hong, Seok-Jin
    • Journal of Korean Society of Transportation
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    • v.22 no.5
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    • pp.35-45
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    • 2004
  • This paper analyzes the differences in the service quality priorities of air cargo service providers and customers. After having identified what constitutes the decisive factors with regards to air cargo service quslity, research was carried out to evaluate the differences in the service quality priorities of air cargo service providers and customers. Moreover, this paper analyzes these differences by separating air cargo service providers into Korean and international air cargo service providers. In order to attain the objectives of this research, the air cargo service sectors were divided into three general categories: supply capability(H/W), service accountability, and competitiveness of service fees and management capability(S/W). The researchers then placed 6 different criteria into each service category, for a total of 18. The evaluation of the service quality priorities of air cargo service providers and customers revealed very little difference between these two groups. With regards to the service criteria found in each service category, our research found marked differences between the service quality priorities of providers and customers in only three of the 18 criteria. However, we found marked differences in service quality priorities in 7 of the 18 criteria when the air cargo service providers were divided into Korean and international air cargo providers. While domestic air cargo service providers evaluated management's capability to handle cargo accidents and incidents as the most important priority, international air cargo service providers placed the highest priority on the cargo rate system. The results of this research imply that in order to properly evaluate the differences between the service quality priorities of air cargo service providers and customers, the air cargo service providers itself should be separated between the Korean air cargo service providers and the foreign providers because of their respective inherent perception on service quality.

Relationship Between the Airline Cabin Crew Images and the Airline Employment Decisions (취업준비 과정에서 승무원 이미지와 취업결정과의 관계)

  • Kim, Young-Jin;Lim, Yeon-Woo
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.18 no.2
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    • pp.681-688
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    • 2017
  • This study examined the relationship between the cabin crew images and the airline employment decisions. The aim was to target college students to prepare for employment in airlines. The survey was conducted to achieve the research objectives using SPSS 20.0 based on 342 questionnaires. In addition, frequency analysis, factor analysis, reliability analysis, Correlation Analysis, and regression analysis were performed. The cabin crew image of the customer orientation and fashion affects the airline employment decisions of the students. The cabin crew image of professional expertise and appearance affect the airline employment decisions of the trust. The cabin crew image of customer orientation, fashion, and appearance affects the airline employment decisions of the students. Overall, the job must first be an understanding of the airline and it is necessary to consider a career professional approach. In addition, there is a need to recognize human services that emphasize the customer orientation factors of the crew.