• 한국IT서비스학회지
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• 제17권3호
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• pp.1-16
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• 2018

There exist a number of studies pertaining to the determinants of customer satisfaction between low-cost and full-service carriers in the airline industry. Most studies measured service quality using SERVQUAL based on a survey method. This study offers a new perspective by employing a big data analytic approach using SNS data, which reflects the immediate response of customers as well as trends in real time. This study chose eight factors from TripAdvisor's customer review site as determinants of customer satisfaction and compared the differences between low-cost and full-service airlines. The factors analyzed were seat comfort, customer service, cleanliness, food and beverage, legroom, entertainment, value for money, and check-in and boarding. Additionally, ratings from domestic and foreign customers were compared. The findings show that customer service and value for money are significant factors in satisfaction with low-cost airlines while all variables except legroom and entertainment are significant for full-service airlines. The results show that SNS-based data and analysis of big data are important for improving decision-making effectiveness and increasing customer satisfaction in the airline industry.

• 한국컴퓨터정보학회논문지
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• 제18권5호
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• pp.121-131
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• 2013

본 연구는 여행사 웹사이트 품질, 고객만족, 그리고 재구매 의도 간 영향관계를 파악하는데 목적이 있다. 이러한 목적을 달성하기 위해 최근 일 년 이내 여행사의 웹사이트를 통해 여행상품을 구입한 경험이 있는 소비자들을 대상으로 온라인 설문조사를 실시하였다. 구조방정식 모형의 결과는 여행사 웹사이트의 디자인 품질, 서비스품질, 그리고 정보 품질은 고객만족 및 재구매 의도에 통계적으로 유의한 영향을 가지는 것으로 증명되었다. 한편 여행사 웹사이트의 품질의 구성요소 중 정보 품질이 고객만족과 재구매 의도에 가장 중요한 요소로 밝혀졌으며, 다음으로 서비스 품질, 디자인 품질 순으로 나타났다.

• 한국항행학회논문지
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• 제16권6호
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• pp.1052-1064
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• 2012

본 연구는 항공사 객실서비스 향상, 효율적인 승무원 관리를 위한 팀제 운영에 기초자료를 제공할 목적으로 항공사 객실승무원 팀제에서의 LMX(팀장과 팀원의 교환관계)와 TMX(팀과 팀원의 교환관계)의 정도에 따른 팀 유효성 및 팀성과와의 영향관계를 검증하였다. 분석결과 LMX와 TMX는 팀유효성 및 팀성과에 모두 영향관계가 있음이 검증되어 가설은 모두 채택되었다. 이러한 결과로 객실승무원들은 팀장 및 팀원들 간의 교환관계의 질이 높을수록 팀몰입, 팀만족이 높아지고 이러한 팀유효성이 높을수록 팀성과가 높아진다는 결론을 도출해냈다. 즉 객실승무원 팀제는 교환관계의 질을 높인다면 서비스품질 향상을 도모할 수 있는 필수불가결한 제도이지만 반대로 교환관계의 질이 낮은 상태로 운영된다면 역효과의 결과가 나타날 가능성이 있다. 따라서 항공사에서는 이러한 연구결과를 토대로 객실승무원 팀제운영 시 팀장 및 팀원들 간의 양질의 교환관계를 형성, 유지할 수 있는 구체적인 방안을 수립해야 할 것이다.

• 한국항공운항학회:학술대회논문집
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• 한국항공운항학회 2015년도 추계학술대회
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• pp.198-211
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• 2015

Aviation industry, which is highly dependent on human resources, emphasizes airline's human resources management and performance check because quality of services provided to customers is closely related to airline's employees. Because roles of cabin crews take a significant portion of services provided to customers, airlines and cabin crews represent an inseparable relationship. Attitudes of cabin crews who plays the role of facing and dealing with customers directly in the process of providing flight related services are an essential factor that determines an image of an airline and actually have significant impact on the performance as well. By increasing performance satisfaction of cabin crews, organizational loyalty can be strengthened and such successful human resources management could have a positive effect on increasing customer satisfaction as well as revenues. From corporate's perspective, performance satisfaction of an employee is a crucial factor that decides the quality of service provided to customers that supports employee retention as well as client retention. This can eventually lead to organization loyalty that can positively affect overall work performance. Thus if corporates put efforts in and invests to improve and develop favorable attitudes and service quality within employees, performance satisfaction and organizational goals will be more effectively achieved.

• 한국항공운항학회지
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• 제31권2호
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• pp.95-99
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• 2023

As our whole society has become increasingly aware of safety and emphasizes the importance of preventing safety accidents, the airline cabin service sector is also facing a strong demand to improve practical system for aviation safety education. In this regard, the development of appropriate safety education programs and the getting of human resources who can develop and operate such programs are becoming key issues. This study aims to provide academic and practical implications for safety education and training in airline cabins by reconfirming the importance and direction of safety education in the context of airline cabin services, and by specifying and establishing qualification requirements for personnel who develop and operate such safety programs. To this end, we review the content that should be included in safety training programs, the qualifications required of developers, managers, instructors, and examiners who develop or operate such programs, and how safety training programs can be continually improved as relevant conditions change in the future. In addition, we have also suggested ways to train appropriate managers, instructors, and examiners, including improving the compensation system for them, and how to effectively manage trainees. In order to secure a higher level of aviation safety in the future, it will be necessary to continue research on the development of more diverse and high-quality aviation safety education programs and the training of related personnel.

• 한국산학기술학회논문지
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• 제20권7호
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• pp.578-588
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• 2019

본 연구는 서비스 회사의 조직구성원들에 대한 서비스 마케팅에 있어서 내부서비스 품질에 대한 조직 구성원들의 인식을 살펴보고 이러한 인식이 조직효과성을 매개로 하여 고객지향성에 어떠한 영향을 미치는 지 실증 분석하고자 하였다. 최근 들어 한국의 항공시장 수요가 급증하면서 항공운송산업자인 항공사들은 치열한 고객 유치활동 전개를 통하여 서비스 산업에 있어서 가장 대표적인 산업으로 자리매김하였다. 국내 항공사에 소속된 조직구성원들을 표본으로 한 실증분석 결과 조직구성원들에 대한 임파워먼트가 증가할수록 그들이 인식하는 내부서비스 품질은 향상하는 것으로 나타났다. 하지만 이러한 조직구성원들에 대한 임파워먼트는 고객지향성에 직접적으로 아무런 유의한 영향을 미치지 않았다. 다시 말해서 항공사 내 부서와 직원 간 관계성이 개선될수록 직원들에게 부여되는 임파워먼트는 증진되면서 이러한 임파워먼트는 내부서비스품질 향상에 기여한 것이다. 향상된 내부서비스 품질은 직무만족도와 조직충성도를 향상시켜 궁극적으로 승객에 대한 고객지향성 개선에 긍정적인 영향을 주는 것으로 판명되었다. 항공사의 서비스 제공이 성공하기 위해서는 고객만족을 유발하는 고객지향성이 필수불가결하다. 이러한 고객지향성을 유발하기 위해서는 내부서비스 품질 향상이 뒷받침되어야 한다. 내부서비스 품질 향상을 위해서는 부서와 직원 간 소통 그리고 자신의 역량을 십분 발휘할 수 있는 업무환경 조성이 필요할 것이다.

• 한국항공운항학회지
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• 제26권2호
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• pp.116-122
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• 2018

Due to the opening of Incheon International Airport Terminal 2, the operation range of ground operators is expanding and the workload is increased, which may cause a deterioration of the operation quality. Airline and airport corporations are concerned about safety delays as well as delays in flight due to delays in operations. Air traffic demand at Incheon International Airport is expected to increase steadily in the future. Therefore, this study intends to derive quality improvement plan by investigating the perception of stakeholders about the status of fishing service in order to improve service quality of Incheon airport ground handling company. The results of the analysis are expected to be used as basic data for improving quality of service.

• 품질경영학회지
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• 제33권3호
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• pp.71-90
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• 2005

New high-speed rail service, the Korea Train Express(KTX), has been beginning service in Korea. We measured the service quality of the Korea Train Express and comparatively analyzed the service quality of domestic flight and express buses which are means of long distance transportation. Furthermore, by using the Kano model, the perception level of the service of customers is not only segmented in groups but also switching barriers are derived. As a result, the customers by group have a difference in the level of their perception. While in both high-speed bullet train service and flights dimensions significantly affect the customer satisfaction and retention excluding a responsiveness dimension, in the Train Express four dimensions(Reliability, Responsiveness, Assurance, Tangibles) with the exception of Empathy which significantly affect the customer satisfaction and retention.

• 문화기술의 융합
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• 제10권2호
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• pp.257-266
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• 2024

본 연구는 항공사 객실승무원에게 요구되는 역량을 파악하기 위해 객실승무원들의 주관적 인식 유형과 유형별 특성을 Q-방법론을 활용하여 분석하였다. 33개의 Q-표본과 33명의 P-표본을 대상으로 하여 Ken-Q Analysis 프로그램으로 분석한 결과, '체력 및 외모적 자질 중시형', '직무수행능력 중시형', '의사소통능력 중시형', '직업정신 중시형' 등 4가지 유형을 확인하였다. 대부분의 유형에서 체력적인 요소, 비상상황 대처능력, 업무 책임감의 중요성에 대해 높은 동의를 나타내었다. 연구 결과의 유형별 특성을 기초자료로 항공사 교육훈련 및 항공서비스 전공 학과의 효과적인 교육과정 개발에 활용할 수 있을 것이며, 객실승무원을 희망하는 취업 준비생에게 직무 이해를 돕고 필요한 역량을 함양할 수 있는 참조자료가 될 수 있을 것이다.

• 품질경영학회지
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• 제46권4호
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• pp.939-958
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• 2018

Purpose: The purpose of this study was to propose useful suggestions by analyzing causal effect relationship between quality of followership, perceived style of leadership, job satisfaction and team commitment in the aviation industry. Methods: For the analysis of this study, a survey was conducted on local flight attendant. A total of 364 surveys were collected and 336 effective samples were used for analysis. And the collected data were analyzed using Structural Equation Modeling. Results: The results of this study were as follows : First, In the relationship between quality of followership and perceived leadership styles, independent thinking has a positive effect on all six sub-factors of transformational and transactional leadership and active engagement has negative influence on all six sub-factors of transformational and transactional leadership. Inaddition As a result of total and direct and indirect effects, Idealized Influence of perceived leadership style indirectly influences between Quality of Followership and job satisfaction, Idealized Influence, Inspirational Motivation, Intellectual Stimulation, Individualized Consideration, Contingent Reward of perceived leadership style have been shown to have indirect effects on team Commitment Conclusion: Based on the characteristics of followers and the type of leadership, it is necessary to develop ways to develop job satisfaction and team commitment of airline crews. In addition, flight attendant act as leaders and followers of each other depending on their work characteristics. Therefore, it is necessary to understand the relationship between leadership and followership based on the results of this study.