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http://dx.doi.org/10.5762/KAIS.2019.20.5.520

A Study on the Effect of Airline Staff's Safety Culture to Service Quality and Service Provider Efficacy focusing on the Airline Staff working at Incheon International Airport  

Yoon, Han-Young (Division of Comprehensive Aviation Studies, Hanseo University)
Jeon, Jong-Duk (Graduate School of Business Administration, Korea Aerospace University)
Jang, Ji-Seung (Department of Incheon Passenger Traffic Service, Korean Air)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.20, no.5, 2019 , pp. 520-529 More about this Journal
Abstract
This paper has made an empirical research on airline staff working at Incheon international airport, who perceived safety culture in their organization and delivered safety information while the staff were providing service against passengers. The purpose of this paper was to analyze the relationship among safety culture, service quality and service provider efficacy to find out which factor of safety culture had a significant effect on both service quality and service provider efficacy. Following the results from empirical research, this paper would provide administrative implications which could be applied to improve airline's service quality and to manage effectively the airline staff at field. According to research, it was found fairness culture among safety cultures had a positive and significant effect on both service quality and service provider efficacy. However, reporting/studying culture had a negative effect on them. In other words, it would decrease airline service quality and prevent active service provider's efficacy at airport if a airline management focused reporting/studying culture of safety. It is important to settle down fairness culture of safety to motivate and improve service quality.
Keywords
Safety Culture; Service Quality; Service Provider Efficacy; Airline Staff; Incheon Airport;
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