• The Journal of the Korea Contents Association
• /
• v.16 no.6
• /
• pp.374-386
• /
• 2016

This research has analyzed the influences of Service quality on Brand image, Brand attitude and Behavioral intentions. And it is also investigate how is brand image and attitude effects behaviors on customers to choose airline. This research have valuable data in order to establish the strategy how airlines can introduce themselves to customers. Based on the statistic results, We are able to find out the meaningful differences. Airline's Service Quality cause the positive influences on brand image, brand attitude and behavioral intentions. This research has several implications such as what kind of strategies airline needs focused on in order to improve passenger's satisfaction.

• Proceedings of the Korean Operations and Management Science Society Conference
• /
• 2004.10a
• /
• pp.27-30
• /
• 2004

본 논문의 주목적은 경쟁이 치열한 항공 산업의 주체인 국적 항공사들의 효과적인 기내식서비스 품질 경영을 위한 항공사 서비스품질 차원의 규명을 위함이다. 항공사 서비스에서 객실 서비스가 차지하는 비중이 상당하며, 그 중 기내식 서비스 시 승무원과 고객 간에 많은 상호작용이 장시간 유지된다. 특히 좌석등급에 따라 고객들의 인구통계학적 특성도 다른 것으로 나타났다. 따라서 좌석 등급에 따라 기내식 서비스 품질 차원들이 어떻게 다르게 나타나고 그 구성요인들이 무엇인가를 밝힌다. 본 논문의 결론은 항공사의 기내식 서비스 품질 차원들은 좌석 등급에 따라 큰 차이를 보이고 있어 고객의 만족도와 충성도 또한 다르게 나타날 것이라는 예측을 가능하게 한다. 그러므로 앞으로 기내식 서비스 품질만이 아니라 항공사 서비스 품질 평가 시 좌석 등급에 따른 서비스 평가가 필수적임을 본 연구 결과는 시사하고 있다.

• The Journal of the Korea Contents Association
• /
• v.9 no.6
• /
• pp.357-369
• /
• 2009

With the development and generalization of internet and information technology, airlines has tried to reduce their business expenses and commissions to travel agencies and enhance service qualities through service automation and simplification, such as internet booking and ticketing, self check-in, in-flight internet and RFID for checked baggage. The statistical techniques conducted for this empirical analysis are frequency analysis, reliability analysis, factor analysis, confirmatory factor analysis and multiple regression analysis. This research has tried to examine factors of airline e-services that influence on recommendation re-purchase intention and satisfaction. Results has found that only on-line reservation and ticketing factor had significant effect for recommendation and re-purchase intention and all e-service factors produced significant effect to total satisfaction. It was also recommend that airlines have to provide easy and more familiar e-service system to their passengers to deliver better services.

• Journal of Korea Society of Industrial Information Systems
• /
• v.19 no.4
• /
• pp.73-85
• /
• 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.

• Journal of Korean Society of Transportation
• /
• v.22 no.5
• /
• pp.35-45
• /
• 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.

• The Journal of the Korea Contents Association
• /
• v.8 no.2
• /
• pp.164-172
• /
• 2008

This paper investigates passengers' perceptions of the importance and satisfaction of airline service quality for improving the quality level of airline service. Importance-performance analysis(IPA) was utilized to analyze the gap between importance and performance of airline service qualify The result showed that passengers' perceptions of the importance and performance of airline service quality differed for Korean international air passengers. In particular, IPA analysis revealed that four attributes 'meal service', 'seating comfort', 'seat space and legroom', 'check-in service' were identified in the Concentrate Here quadrant-perceived to be important, yet perceived as being performed poorly. The airlines operating from/to the Republic of Korea should concentrate on the attributes included in this quadrant to improve the quality of airline service. On the basis of the IPA analysis, airlines should identify their strengths and weaknesses and draw up a plan to maximize their profits.

• 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 Korean Society of Transportation
• /
• v.24 no.2 s.88
• /
• pp.43-51
• /
• 2006

This Paper investigates how perceived Price, airline service aquality, perceived value. passenger satisfaction, and airline image determine passengers' future behavioural intentions. To test the conceptual framework, Path analysis using a maximum likelihood estimator, was applied to data collected from Korean international air passengers. It was found that all the hypothesized relationships were statistically significant. Perceived price. Perceived value, passenger satisfaction, and airline image were each found to Have a direct effect on Korean international air passengers future behavioural intentions.

• Proceedings of the Korean Society for Quality Management Conference
• /
• 2007.04a
• /
• pp.261-266
• /
• 2007

본 연구는 항공사 기내서비스의 서비스 프로세스분석을 통한 서비스품질감사 시스템 개발에 관한 연구이다. 서비스는 고객과의 상호작용에 의해 창출되는 그 특성으로 인해 과정이 중시된다. 서비스 프로세스에 관한 연구는 서비스 개발단계에서 전체 서비스의 효율을 위해 미리 계획하는 것이 일반적이나 고객과의 상호과정을 거친 서비스창출 후에도 그 품질을 측정하기 위해 여러 가지 방법으로 분석이 이루어진다. 본 연구에서는 서비스청사진 기법을 통하여 항공사 기내서비스의 서비스프로세스를 분석하고 이를 서비스품질감사를 위한 체크 리스트 도구개발에 활용하여 최종적으로는 항공사의 기내 서비스품질감사 시스템을 개발하고자 한다.

• Journal of Korean Society of Transportation
• /
• v.24 no.3 s.89
• /
• pp.133-142
• /
• 2006

The objective of this study is to analyze domestic air passengers' preferences for selecting domestic airline company. By the analytic hierarchy process(AHP) method, we tried to measure the weight of the qualitative factors objectively and scientifically. The overall results indicate that domestic air passengers place more weight on airport service factor than other service factors for selecting domestic airline. Also, reservation/ticketing and in-flight service factors are equivalent to airport service factor. These priorities are differently shown followed by passengers' income. Therefore, airline companies need to formulate the differentiated strategy and customer-oriented marketing plan based on identified customer needs.