• Journal of Korean Society for Quality Management
• /
• v.45 no.3
• /
• pp.483-501
• /
• 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
• /
• v.47 no.3
• /
• pp.583-595
• /
• 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 Distribution Science
• /
• v.13 no.9
• /
• pp.19-27
• /
• 2015

Purpose - In a global economy, marketers are required to understand service quality from an international consumer viewpoint. Despite the increased need for cross-cultural research, few studies have developed service quality research international in scope. The present research aims to shed light on variations in airline service quality among international consumers. Research design, data, and methodology - Conducting crosscultural research, this study compares airline service quality variations, investigating an international consumer group and a Korean consumer group. T-test and factor analyses are applied to examine mean scores and factor structure of the airline service dimensions. Results - The results indicate there are significant differences in mean comparisons between the groups. The international consumers indicate significantly higher service perception scores than the Koreans. Further, we find that the factor structure of airline service quality diverges between the groups. The international group considers airline service quality in four dimensions, while Koreans consider it in two. Conclusions - The study sheds new light on international service variations and suggests that the field of airline service quality may differ by nations and/or cultures.

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

• The Journal of the Korea Contents Association
• /
• v.7 no.9
• /
• pp.194-203
• /
• 2007

This paper investigates how airline service quality determines airline image and passengers' future behavioural intentions. To investigate the effect of airline service quality, Structural Equation Modeling using a maximum likelihood estimator, was applied to data collected from Korean international air passengers who have used Korean Airlines, Asiana Airlines, and other foreign airline. It was found that there were significant relationships between the variables. The dimension of in-flight service and the dimension of customer and flight related service were each found to have a positive effect on airline image. In addition, airline image had a significant positive influence on Korean international air passengers' future behavioural intentions.

• Journal of the Korean Society for Aviation and Aeronautics
• /
• v.24 no.2
• /
• pp.47-58
• /
• 2016

The cabin service quality expected by customers during the air travel can be the top priority to choose an airline. Customers' perception about cabin service quality evaluation are important for developing differentiated cabin service strategies of airlines, so this study aims to analyze the effect of the cabin service quality on airline image and customer loyalty. For achieving this purpose, literature study and empirical study on cabin service, customer loyalty and airline image were performed together. As a results of research, a high level of the cabin service quality provided by airlines significantly influenced positive images of airlines and customer loyalty. And customers' positive image towards airlines practically had a substantial influence on the improvement of customer loyalty. These study results would help in creating positive images of airlines and securing customer loyalty by developing differentiated and improved cabin service quality strategies of each airline in the limitless competition of the aviation service industry.

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

• Journal of Korean Society for Quality Management
• /
• v.40 no.3
• /
• pp.406-414
• /
• 2012

Purpose: In this study, we developed a service quality audit system through analyzing service processes of airlines' cabin service. Methods: Applying the qualitative approach to service processes analysis; 'service blueprint' methodology was developed, providing airlines a blueprint for cabin service and applying the quantitative service quality audit approach called 'walk-through audit', an audit methodology tailored to airline cabin service called PCPA (Passenger Cabin Patrol Audit) was developed. Results: This study tried to apply both the qualitative and the quantitative methodologies to develop service quality audit checklist and tried to develop details to systemize them into a new methodology. Conclusion: This study will be helpful for Airline services improvement by providing 'service quality audit model', so as to find out the problems and share those with the stakeholders.

• 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 Korean Society for Quality Management
• /
• v.50 no.3
• /
• pp.545-570
• /
• 2022

Purpose: The purpose of this study was to explore dimensions to improve airline non-face-to-face(untact) service quality and identify shadow work dimensions in the digital environment among them. Methods: This study conducted mixed method. First of all, For finding out the dimensions of airline untact service quality, in-depth interviews were conducted from passengers. The collected data through the survey were analyzed using improved importance-performance analysis(IPA). Second, An online survey was conducted to quantitatively analyze user perception about airline untact service quality, and the importance performance of service quality at each dimension was identified through the revised IPA method. Results: The results of this study are as follows; Through in-depth interviews, 11 dimensions found out and 32 measurement items were developed. and then, through the revised IPA analysis, passengers were highly satisfied with "Cleanliness of in-flight service" and "Reliability of self check-in". Also, We found 3 shadow work dimensions such as "Ease of use of self check-in", "Usefulness of self check-in", and "Responsiveness of self check-in". Conclusion: Airline service providers have to keep high-satisfaction services and urgently improve less satisfied services. In particular, the dimensions related to shadow work have to be improved.