• Information Systems Review
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• v.24 no.1
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• pp.157-181
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• 2022

As competition in the airline industry intensifies, effective airline service quality evaluation has become one of the main challenges. In particular, as big data analytics has been touted as a new research paradigm, new research on service quality measurement using online review analysis has been attempted. However, these studies do not use review titles for analysis, relyon supervised learning that requires a lot of human intervention in learning, and do not consider airline characteristics in classifying service quality dimensions.To overcome the limitations of existing studies, this study attempts to measure airlines service quality and to classify it into the AIRQUAL service quality dimension using online review text as well as title based on self-trainingand sentiment analysis. The results show the way of effective extracting service quality dimensions of AIRQUAL from online reviews, and find that each service quality dimension have a significant effect on service satisfaction. Furthermore, the effect of review title on service satisfaction is also found to be significant. This study sheds new light on service quality measurement in airline industry by using an advanced analytical approach to analyze effects of service quality on customer satisfaction. This study also helps managers who want to improve customer satisfaction by providing high quality service in airline industry.

• Journal of Distribution Science
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• v.16 no.1
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• pp.29-36
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• 2018

Purpose - The purpose of the research is to further explore the understanding of the nature of the brand distribution service (i.e., service brand) by undertaking a quantitative investigation. We focus on the role of customer's perception of service brand on the customer value creation process. Research design, data, and methodology - This study used single cross-sectional design and 137 airline passengers as respondents using a convenience random sampling. We distributed the online questionnaires by email address. The empirical setting for this research is airline service in Indonesia with a consideration that airline service has the useful context for this research as the service delivery process involve extensive customer interactions with the airline and its employees. We then analyzed the data using multiple regression (step-wise) method to fulfill the research objectives. Results - Using the step-wise regression method, the result shows that the influential factors to create customer value are cost and company image. The result suggests a company to improve its costs components and its company image in order to increase the customer value. Conclusions - The research shows that costs play a critical role, and completed with the company image to form the customer value variable. This shows that mostly customer formed their value based on costs they sacrificed. Mainly, this evaluation is monetary cost based, while Indonesian customers tend to have a high value for money demands.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.26 no.4
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• pp.54-63
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• 2018

Airlines are promoting self-service based technology by introducing mobile check-in, Kiosk and self-back drop systems, which will help customer satisfaction and efficiency. This study is about the usage intension to use Technology-based Airline Self-Service, the purpose of this study is to examine the key variables affecting Unified Theory of Acceptance (UTAUT2) in using Technology-based Airline Self-Service. According to the results of the ANOVA, there was a significant difference among the groups according to the experience of the self-service device. And analysis results using Structural Equation Model(SEM) was suggested that the performance expectation and hedonic motive of UTAUT2 model were found to have significant influence on initial trust. Also, initial trust affects the intention to use. There are some moderating effects on the structural equation by groups according to the experience of the self-service device. This research has significance in that it can help establish a marketing strategy of airlines to expand the self-service based on the airline technology.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.21 no.3
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• pp.65-77
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• 2013

A high brand reputation of a airline means the airline is preferred by passengers because of its unique services being even better than others. This is why airline's specialized services are important in that those services would create a new brand value and build up the airline's brand image, being enable to have competitive advantage over other airlines, to provide satisfied services, to have a mutual trust between passengers and the airline and to create customer's loyalty. A-Airline have been trying to give passengers a joy of flight by providing its customized and specialized cabin services out of airlnes' stereo-typed services.Therefore this paper will find out how their satisfaction of the cabin services have a positive impact on customer loyalty through brand image, brand reputation, brand identity and brand attraction. Those services would not only contribute to upgrade A-airline's corporate image but show the way to which the cabin service is heading also.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.865-874
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• 2020

In Vietnam, the airline service sector plays an important economic role. However, it is a complicated industry that is open to failures. Negative emotions are an essential variable for the airline service industry because they can trigger a variety of coping behaviors that affect consumer loyalty as well as the image and reputation of the airline service providers. However, negative emotions and the accompanying coping behaviors are often investigated partially or as separate issues, thus leading to an incomplete understanding. This study is conducted to fill this gap by proposing and testing the causal relationship between negative emotions (anger, frustration, regret) and coping behaviors (complaint, negative word-of-mouth (WOM), and switching intention) in the context of the airline industry. Eight research hypotheses are tested. Using the partial least squares structural equation modeling (PLS-SEM) on a sample of 587 passengers in Vietnam, the empirical results show that anger and frustration influence complaints, negative WOM, and switching intention, while regret leads to switching intention and negative WOM. Thus, the research has important academic and practical implications. The empirical outcome could be of major importance for airline companies in planning to provide new services and achieve high performance in the long run.

• Journal of Korea Society of Industrial Information Systems
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• v.19 no.2
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• pp.137-145
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• 2014

The paper is to investigates how influence service quality satisfaction, trust and repurchase intention using SERVPERF instrument in airline industry. This study will contributes to provide development strategies how to expense market and strength relation between customer to FSC and LCC by an empirical study. This study uses computer software of SPSS 20.0 and AMOS 20.0 for study analysis. The LCC should strengthen the price competitiveness, as well as it needs to establish a strategic management distinguishing service quality from other airline. The airline will has improved service quality of reliability and tangibles since improve service of reliability and tangibles. This study will provide strategic insights and information on service quality in airline industry.

• Journal of Distribution Science
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• v.11 no.12
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• pp.39-49
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• 2013

Purpose - This study attempts to examine the underlying dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) for low-cost carriers. It subsequently seeks to determine the effect of the relationships of the dimensions of service quality, airline image, and behavioral intentions on airline services to provide adequate basic information and attributes for developing differentiated and competitive service marketing strategies. Research design, data, and methodology - The survey for this study was conducted on patrons with low-cost carrier boarding experiences in districts near universities and central businesses of Seoul and Busan from 5/10/2012 to 16/10/2012. Out of 346 questionnaires, 20 questionnaires with missing data and insincere answers were excluded for this study. Collected data were processed using SPSS 18.0, and the hypothesis was verified by analyzing the structural equation model with Lisrel 8.54. First, the frequency analysis was conducted to identify universal characteristics. Second, the exploratory factor analysis and reliability analysis were conducted to identify the accuracy of the variable measurements of the construct. Third, to assess uni-dimensionality and reliability, confirmatory factor analysis was conducted. Finally, to verify the adequacy of the research model and research hypothesis, the structural model was employed. Results - The results revealed that the factors, "tangibility, reliability, responsiveness, assurance, and empathy" were shown to be the most important dimensions of service quality for the airline image of the low-cost carrier which was consistent with previous studies. Therefore, it is fair to suggest that these verified factors are crucial attributes for the brand image of low-cost carriers. Second, as reliability and responsiveness were shown to be the most important factors for behavioral intentions, it is viable to suggest that these two attributes are crucial for the sales value of low-cost carriers. Further, it was found that the brand image of low-cost carriers was closely related to behavioral intentions. Therefore, in order to ensure the competitiveness and loyalty of patrons, the airline image value is a crucial attribute. Conclusions - The result of this study established that service quality is the most important attribute for marketing to ensure competitiveness, and intensive and differentiated service marketing play a crucial role in creating profits for low-cost carrier companies. First, as tangibility is found to be the most crucial factor in ensuring service quality, quality control and maintenance of medium and small carriers must be provided to ensure reliability, as they are the main attributes of low-cost carriers. Second, in order to promote positive behavioral intentions, it is essential to enhance the value of airline image. Third, in order to ensure competitiveness, it is imperative to carry out intensive and differentiated service marketing. Therefore, to promote the image of low-cost carriers and enhance behavioral intentions, the level of service quality must be secured by developing appropriate service improvement programs.

• Knowledge Management Research
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• v.18 no.2
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• pp.103-127
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• 2017

This study examines the effects of failed airline services on the consumers' psychological process and their behavioral responses. Having different classifications from the previous studies, this study focuses on dividing important factors of airline services into search attributes(e.g. sale and procedure services, services concerning flight attendant, in-flight services) and experience attributes(e.g. flight services, collateral services). Using structural equation modeling, this study shows that the failure of service factors of the experience attributes provokes the feeling of disappointment with mediation effect of external attribution while the failure of service factors of search attributes provokes the feeling of regret with mediation effect of internal attribution. Finally, disappointment leads to consumers' complaint behavior while regret leads to consumers' switching behavior. Unlike previous studies, we show that when a service failure occurs, depending on each attribute, consumers feel negative emotions of disappointment or regret through different attribution processes and finally show different behavioral responses with an empirical analysis.

• Korean Journal of Human Ecology
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• v.24 no.1
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• pp.49-67
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• 2015

The study aims to review airline services like the domestic line performance, the general flight fares and website discount fairs, reservation cancellation and cancellation charges, reroutings and personal discount system of the low cost carriers(LCC), and suggest what needs to be done to improve the airline service. The improvements to be made by the LCC should include increasing regular domestic lines, providing information compared for consumers, relieving the toll to call the service center, revising the conditions on reservation cancellation penalty, rerouting charges, revising the consumer dispute resolution standards, and promoting frequent fliers program. Development strategies should be established that can boost consumer benefits through the improvement of the airline services.

• Journal of Korean Society of Transportation
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• v.9 no.2
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• pp.57-74
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• 1991

Deregulation privatization regionalism and globalization are the specific examples of the recent trends in the world air transport market. As encouraged by the international trends and the domestic policy of promoting market mechanism Korean has been driving a two-airline policy since 1989. But due to the absence of experience and philosophy about the airline co-mpetition both Korean government and the two airlines have been criticized for failing to set fair-competition rules and for struggling to secure air service rights regardless of national interest. Therefore this study shows the costs and benefits of a two-airline policy in a small count-ry reviews the empirical studies about the cost structure of American and Canadian airlines and analyzes the economic consequences of allocating air service rights between two airlines. The policy recommendations are (1) removing government restrictions and expanding ai-rport facilities to develop the domestic market (2) retaining the two-airline policy in the in-ternational market (3) increasing traffic density rather than expanding network for the small airline (4) improving comparative advantage through a global alliance and a technological innovation for the big airline and (5) building an official committee for co-ordinating the two airlines' interests.