• Journal of Korea Society of Industrial Information Systems
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• v.19 no.4
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• pp.73-85
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• 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 the Korea Academia-Industrial cooperation Society
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• v.20 no.5
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• pp.520-529
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• 2019

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.

• Korean Business Review
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• v.19 no.2
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• pp.261-274
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• 2006

Airline business operates in the 21st century within fast changing market environment and fierce competition. Management of airline companies has faced the need for vast adaptation to new trends in the growth of world economy that are cardinal changes in marketing environment due to quick development of Internet and IT, transport price competition and, as a consequence, low profit margin, diversified customer wants and needs, lack of investment needed for new aircraft equipped with the latest high tech innovations, unpredictable oil price changes, and exchange rate fluctuations. This study is aimed to evaluate the quality performance of cabin service, to analyse, further, the issues that appeared to be the most significant among customers' answers to questionnaire, to explore the relationships between these issues and customer satisfaction, to highlight the essential questions to address, and to provide some practical suggestions. The five dimensions (such as tangible, reliability, responsiveness, assurance, and empathy) were adopted to examine the relationship between the service quality and customer satisfaction of Mongolian and non-Mongolian passengers travelling by the MIAT. According to findings of analysis made with use of the SERVPERF model, it can be concluded that Mongolian travellers' satisfaction was effected by 'Tangible' and 'Responsiveness' dimensions of service quality, whereas the 'Empathy' dimension has more impact on the satisfaction of non-Mongolian.

• Journal of Korea Society of Industrial Information Systems
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• v.26 no.6
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• pp.97-118
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• 2021

This study empirically examines the effect of the psychological empowerment of airline cabin crews on customer-focused job performance attitude, service behavior by CSM, and service behavior beyond CSM. The research model and associated hypotheses were verified with the structural equation model. The findings of the study reveal that psychological empowerment has a effect on customer-focused job performance attitude and service behavior by CSM, but no effect on service behavior beyond CSM. And it is also shown that customer-focused job performance attitude has an effect on service behavior by CSM but no effect on service behavior beyond CSM. In addition, customer-focused job performance attitude shows a mediating effect between psychological empowerment and service behavior by CSM. On the other hand, it is analyzed that there is no mediating effect between psychological empowerment and service behavior beyond CSM. This study implies that the psychological empowerment and customer-focused job performance attitude of cabin crews are important at point of contact with customers to improve service quality, and psychological empowerment reinforces service behavior by CSM on the premise of customer-focused job performance attitude.