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http://dx.doi.org/10.7469/JKSQM.2017.45.3.483

A Study on Development of Multi-item Scale for Assessing Airline Cabin Service Quality  

Kim, Yoonjin (Dept. of Airline Cabin Service Management, Inha Technical College)
Kim, Youn Sung (College of Business Administration, Inha University)
Publication Information
Journal of Korean Society for Quality Management / v.45, no.3, 2017 , pp. 483-501 More about this Journal
Abstract
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.
Keywords
Airline service; Cabin service quality; SERVQUAL; Skytrax; KS-SQI; NCS;
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