Journal of the Korean Society for Aviation and Aeronautics (한국항공운항학회지)

The Korean Society for Aviation and Aeronautics (한국항공운항학회)
권호 표지
DOI QR코드

DOI QR Code

The Effect of Rapport on the Airplane on Reliability and Safety - Under the Pandemic -

기내에서의 라포가 신뢰성과 안전성에 미치는 영향 - 팬데믹 상황을 기반으로 -

  • 김경은 (가톨릭관동대학교 항공운항학과) ;
  • 전승준 (가톨릭관동대학교 항공운항학과) ;
  • 정윤식 (가톨릭관동대학교 항공운항학과)
  • Received : 2022.07.19
  • Accepted : 2022.08.16
  • Published : 2022.09.30
Download PDF
⟨ Previous Next ⟩

Abstract

This study tried to confirm whether the public's negative emotions such as fear and anxiety about corona virus infection caused by the spatial nature of the aircraft were alleviated due to factors of in-flight services focusing on hygiene and quarantine and further had a positive effect on the formation of Rapport between cabin crews and passengers. We also investigated the impact on passengers' perceptions such as Reliability and Safety which can be viewed as a new measure and standard of customer satisfaction in the Pandemic era through Rapport. A survey was conducted online in December 2021 for passengers with experience in boarding aircraft after the COVID-19 outbreak, and a total of 211 responses were used for analysis. As a result of the analysis of the data, it was confirmed that aircraft in-flight service had a positive (+) effect on Rapport, and Rapport between passengers and cabin crews had a positive (+) effect on passenger Reliability and Safety.

Keywords

References

  1. Kim, T.-Y., "Analyzing and Responding to the Impact of COVID-19 Tourism", South Gyeongsang Province Development, 2020, pp. 36-45.
  2. Morens, D. M., Taubenberger, J. K., and Fauci, A. S., "A centenary tale of two pandemics: The 1918 influenza pandemic and COVID-19, Part II", American Journal of Public Health, 111(7), 2021, pp.1267-1272. https://doi.org/10.2105/AJPH.2021.306326
  3. Seo, O.-M., Kim, K.-W., and Jeon, J.-D., "A study on the perception and acceptance of air passengers on self-service based on check-in counter technology after COVID-19", Journal of the Korean Society for Aviation and Aeronautics, 29(2), 2021, pp.25-35. https://doi.org/10.12985/ksaa.2021.29.2.025
  4. Yoon, T.-Y., "A study on the effect of air travel risk perception on attitudes and behavioral intentions in the COVID-19 era", Tourism Research, 46(1), 2021, pp.355-374. https://doi.org/10.32780/KTIDOI.2021.46.1.355
  5. Oh, C. and Lee, H. S., "The impact of infectious diseases on airline services", Journal of the Korean Society of Aviation Management, 18(5), 2020, pp.55-67.
  6. Sotomayor-Castillo, C., Radford, K., Li, C., Nahidi, S., and Shaban, R. Z., "Air travel in a COVID-19 world: Commercial airline passengers' health concerns and attitudes towards infection prevention and disease control measures", Infection, Disease & Health, 26(2), 2021, pp.110-117. https://doi.org/10.1016/j.idh.2020.11.002
  7. Lee, J. M., Kim, Y. S., and Lee, D. W., "Analyzing the service blueprint for aircraft cabin service", Journal of the Korean Society for Quality Management, 38(4), 2010, pp. 593-600.
  8. Jeong, Y.-J., and Kim, M. J., "Effects of in-flight service quality on customer satisfaction and loyalty: A comparison of full-service carriers and low-cost carriers", International Journal of Tourism and Hospitality Research, 31(1), 2017, pp.215-228. https://doi.org/10.21298/IJTHR.2017.01.31.1.215
  9. Cho, M., "Current Status of Aviation Service in Response to COVID-19", Academic Conference of the Korean Society of Service Management, 2020, p.28.
  10. Kim, Y., "Review of airline cabin services for quarantine safety: Focusing on responding to the COVID-19 pandemic", Korean Society of Aviation Management's Spring Academic Presentation Paper, 0, 2021, pp.1-12.
  11. Park, S., and Kim, Y., "A study on the importance and satisfaction of airline's inflight service using IPA", Journal of Korean Air Management, 6(1), 2008, pp. 5-25.
  12. Kim, J. K., "An examination of relations among communication style, communication motives, attention, satisfaction, and instructional effects", Speech & Communication, 18(0), 2012, pp.202-234.
  13. Lee, W. K., "A study on the introduction of the veterans culture and tourism commentator system for the job creation of veterans study", Korean Veterans' Papers, 20(1), 2021, pp.31-51.
  14. Farid, F., Moghaddasi, S., Pakinasab, N., and Moghaddasi, S. O., "Offering a model to measure the impact of the servqual model of service quality on brand loyalty with emphasis on the role of brand switching cost", Indian Journal of Fundamental and Applied Life Sciences, 4(1), 2014, pp.2036-2043.
  15. Na, E. J., Kim, K. W., Yoon, Y. P., and Park, S. S., "A research on premium in-flight service by enhancing service quality focusing on K-Airline's passengers and cabin crews", Journal of the Korean Society for Aeronautical and Flight Operation, 19(1), 2011, pp.74-87.
  16. Han, H.-S., and Kim, Y.-T., "A study on the effect of human service quality on customer perception value and customer satisfaction and customer behavior of airline", Journal of Service Management, 10(1), 2009, pp.1-21.
  17. Yoon, M.-S., and Lee, K.-M., "The role of service provider's rapport behavior on customers' empathy: Moderating effects of service authenticity", Asia-Pacific Journal of Business & Commerce, 13(1), 2021, pp. 40-73. https://doi.org/10.35183/ajbc.2021.03.13.1.40
  18. Oh, S.-K., and Yoon, H.-H., "A study on the relationship between Rapport formation, customer participation, customer citizenship behavior, and customer satisfaction of restaurant users", Journal of Tourism Research, 20(3), 2017, pp.189-214.
  19. Lee, J.-Y., "The impact of airline flight attendants' verbal and nonverbal communication on the formation and trust of Rapport with customers", Journal of the Korean Society of Aviation Management, 19(3), 2021, pp.3-19.
  20. In, S., "The effect of communication characteristics of cultural tourism commentators on Rapport formation and relationship quality", Tourism and Leisure Studies, 33(7), 2021, pp.67-84. https://doi.org/10.31336/JTLR.2021.7.33.7.67
  21. Morgan, R. M., and Hunt, S. D., "The commitment-trust theory of relationship marketing" Journal of Marketing, 58(7), 1994, pp.20-38. https://doi.org/10.1177/002224299405800302
  22. Chiu, C., Hsu, M., Lai, H., and Chang, C., "Re-examining the influence of trust on online repeat purchase intention: The moderating role of habit and its antecedents", Decision Support Systems, 53(4), 2012, pp. 835-845. https://doi.org/10.1016/j.dss.2012.05.021
  23. Han, H., and Hyun, S., "Image congruence and relationship quality in predicting switching intention: Conspicuousness of product use as a moderator variable", Journal of Hospitality and Tourism Research, 37(3), 2013, pp.303-329. https://doi.org/10.1177/1096348012436381
  24. ICAO, Annex 19 & Doc 9859., 2022.
  25. Koo, T. T. R., Carlo, C., and Ann, W., "Measuring the effect of aviation safety risk reduction on flight choice in young travellers", Safety Science, 73, 2015, pp. 1-7. https://doi.org/10.1016/j.ssci.2014.10.008
  26. Hussain, R., Al Nasser, A., and Hussain, Y. K. "Service quality and customer satisfaction of a UAE-based airline: An empirical investigation", Journal of Air Transport Management. 42, 2015, pp. 167-175. https://doi.org/10.1016/j.jairtraman.2014.10.001
  27. ICAO, 2022, https://www.icao.int/safety/Pages/default.aspx
  28. Ban, H. J., and Kim H. S.. "Understanding customer experience and satisfaction through airline passengers' online review", Sustainability, 11(15), 2019, p.4066. https://doi.org/10.3390/su11154066
  29. Lim, J. W., and Lee, H. C., "Comparisons of service quality perceptions between full service carriers and low cost carriers in airline travel", Current Issues in Tourism, 23(10), 2020, pp.1261-1276. https://doi.org/10.1080/13683500.2019.1604638
  30. Lee, D. H., Kim, J. Y., and Kang, H. S., "The emotional distress and fear of contagion related to middle east respiratory syndrome (MERS) on general public in Korea", Korean Journal of Psychology General, 35(2), 2016, pp.355-383. https://doi.org/10.22257/KJP.2016.06.35.2.355
  31. Lee, K.-S., "The impact of aviation safety over the consumer's behavior", Korean Society of Transportation, 19(2), 2001, pp.154-183.