• Journal of Korean Society for Quality Management
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• v.45 no.3
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• pp.483-501
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• 2017

Purpose: Recognizing the limitations of the previous researches that measured the quality of airline service quality only with partial evaluation items of cabin service quality. the purpose of this study is to standardize and develop assessment of the airline cabin service quality with considering the characteristics of cabin service and customer needs. Methods: The proposed method of this paper was the empirical items of airline cabin service quality was derived through reviewing and comparing the previous researches, industrial indicators like Skytrax and KS-SQI and NCS. Results: The result of this research proposed CSQ (Cabin SERVQUAL) which could consist of seven dimensions, separated by five direct customer satisfaction factors and two indirect factors required for providing customer service. Conclusion: The developed CSQ can be used for airline service quality measurement which will achieve establishing a strategy to improve customer satisfaction and satisfaction of Airline's employee.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.24 no.2
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• pp.47-58
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• 2016

The cabin service quality expected by customers during the air travel can be the top priority to choose an airline. Customers' perception about cabin service quality evaluation are important for developing differentiated cabin service strategies of airlines, so this study aims to analyze the effect of the cabin service quality on airline image and customer loyalty. For achieving this purpose, literature study and empirical study on cabin service, customer loyalty and airline image were performed together. As a results of research, a high level of the cabin service quality provided by airlines significantly influenced positive images of airlines and customer loyalty. And customers' positive image towards airlines practically had a substantial influence on the improvement of customer loyalty. These study results would help in creating positive images of airlines and securing customer loyalty by developing differentiated and improved cabin service quality strategies of each airline in the limitless competition of the aviation service industry.

• 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.

• Industrial Engineering and Management Systems
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• v.13 no.2
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• pp.221-230
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• 2014

With the progress and prosperity of commerce and industry, time and money increasingly form an equal partnership. Using air carriers to shorten the round-trip time has become an important choice for many people in the tourism process. Faced with increasing competition within the aviation service environment, airline evaluation criteria and the requirements of customers are gradually dominating the evaluation mechanism for air transport service quality. Over the past few years, attention on the transport quality of service has been primarily focused more on land-based transport, and less on the relevant evaluation criteria of airlines. Many studies have shown that quality of service will directly affect customer satisfaction, resulting in the fact that good quality aviation services have become increasingly important. Therefore, in practical industrial operations with limited resources, there is an urgent need to delve into the assessment guidelines that have an impact on customers when they choose an airline, which can be used as a basis for improving customer satisfaction. Through a literature review and a reliability and validity analysis, this study summarized 19 evaluation criteria, using the purposive sampling method and the decision laboratory method (DEMATEL). In addition, this study viewed the causal relationship between the evaluation criteria and the degree of association as a continuing project for airlines. This study selected appropriate empirical samples from two domestic airlines. The conclusions may provide recommendations for all airlines.

• Asia pacific journal of information systems
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• v.31 no.4
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• pp.491-526
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• 2021

Airlines can employ a variety of quality monitoring procedures. In this study, we employ a content analysis of 8 years of online reviews for Korean airlines in contrast to other international airlines. Online airline reviews are infrequent, relative to the total number of passengers - the number of reviews is multiple orders of magnitude lower than passenger volumes - and online airline reviews are, therefore, not representative of passenger attitudes overall. Nevertheless, online reviews may be indicative of specific service issues, and draw attention to aspects that require further study by airline operators. Furthermore, significant words and phrases used in these airline reviews may help airline operators to rapidly automate filtering, partitioning, and analysis of incoming passenger comments via other channels, including email, social media posts, and call center transcripts. The current study provides insights into the contents of online reviews of Korean vs Other-International airlines, and opportunities for service enhancement. Further, we provide a set of marker words and phrases that may be helpful for management dashboards that require automated partitioning of passenger comments.

• The Journal of Society for e-Business Studies
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• v.26 no.4
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• pp.15-36
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• 2021

The airline industry faces with significant competition due to the rise of technology innovation and diversified customer needs. Therefore, continuous quality management is essential to gain competitive advantages. For this reason, there have been various studies to measure and manage service quality using customer reviews. However, previous studies have focused on measuring customer satisfaction only, neglecting systematic management between customer expectations and perception based on customer reviews. In response, this study suggests a framework to identify relevant criteria for service quality management, measure the importance, and assess the customer perception based on customer reviews. Machine learning techniques, topic models, and sentiment analysis are used for this study. This study can be used as an important strategic tool for evaluating service quality by identifying important factors for airline customer satisfaction while presenting a framework for identifying each airline's current service level.

• The Journal of the Korea Contents Association
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• v.16 no.3
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• pp.575-585
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• 2016

This study aimed to prove that the effect of waiting environment on perceived waiting time and service quality evaluation of airline service procedure. Survey was conducted by questionnaires that were distributed to international airlines passengers who arrived at the airport. Totally, 300 samples were circulated, and 231 samples among those were collected. According to the results, the suggested hypotheses were accepted except the regulation effect of waiting acceptability. Physical environment has positive effect on the airport and boarding gate, and human environment has more positive effect in-flight service procedure. Thus, variables are correlated among waiting environment, perceived waiting time, and service quality evaluation of airline service. Acceptability as moderating variable has no effect due to passenger's pre awareness of estimated arrival and departure travel time certainly. At the end of this study, the results of this research can be conjugable on the airline industry, however, some limitations should be discussed by further study directions.

• Journal of Distribution Science
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• v.22 no.5
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• pp.117-129
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• 2024

Purpose: This research aims to explore the ramifications of job stress on cabin crews within the air service distribution sector, specifically examining its impact on service quality through mediating variables such as job satisfaction and engagement during the pandemic era. Research design, data and methodology: The study is based on a sample size of 312 individuals, exclusively comprising cabin crews employed in the airline industry. Methodologically, Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were employed for statistical analysis. Results: The findings reveal that both performance evaluation and job responsibility exerted a significant impact on both job satisfaction and job engagement. Furthermore, job engagement demonstrated a substantial influence on service quality. However, in contrast, factors like unstable employment and the working environment showed no significant impact on either job satisfaction or engagement. Additionally, job satisfaction did not exert a significant influence on service quality. Conclusions: These insights will offer the valuable guidance to the airline industry in preparing for unforeseen external environments that may affect the industry. As the aviation sector navigates the challenges posed by the pandemic, understanding and addressing the intricate relationships among job stress, satisfaction, engagement, and service quality will be crucial for effective industry resilience and adaptation.

• Journal of Korea Society of Industrial Information Systems
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• v.23 no.5
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• pp.145-157
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• 2018

The purpose of this study is to explore ways of service recovery and procedures through the service failure cases depending on the employee capacity that leads to improving quality of the airline cabin service. This study was tested using the failure case of airline in korea. Since interrupting and discontinuing of customer service affect customer defections, customer satisfaction must quickly respond to the service's error situation. The service of the cabin crew is closely related to the customer's evaluation, the direct connection. Customer's objectives are to meet employee needs for service recovery and to recognize and analyze customer perceptions of human resources services, restore customer expectations and maintain contracts with customers. Therefore, this study proposes a set of strategies for effectively preventing and responding to customer related service failure in the airline cabin service.

• 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.