• Journal of Distribution Science
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• v.21 no.3
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• pp.13-23
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• 2023

Purpose: Low-Cost Carrier airlines attempt to provide the best service for their customers. However, the pandemic has forced airline companies to keep developing new strategies. Moreover, in this digital era, airlines must intensely market their service through social media to reach as many customers as possible. This research aims to study the impact of advertisements on Instagram and the customer experience concerning customer loyalty and satisfaction in the aviation industry. Research design, data, and methodology: This study uses a quantitative explanatory with the combination of the positivism paradigm. The data collection technique is by distributing questionnaires to related airline Instagram followers. Meanwhile, the sample calculation uses using the Slovin formula in which 414 respondents are gained. The collected data is analyzed with Structural Equation Model and using Smart-PLS software. Results: The study results indicate that advertising on Instagram and customer experience significantly positively affect customer satisfaction and loyalty. In addition, the variable customer satisfaction has a significant positive on customer loyalty. Conclusions: The study results indicate that the ease of obtaining information via Instagram can affect satisfaction and will increase when customers have made a flight so that they will become loyal customers.

• 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.

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

• Journal of the Korean Society for Aviation and Aeronautics
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• v.32 no.1
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• pp.103-108
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• 2024

Despite the development of the aviation industry, aircraft accidents caused by human errors by flight crews continue to occur. In order to reduce such human error accidents, it is important to strengthen flight-related regulations and establish a safety culture in which pilots themselves seek to ensure flight safety, rather than requiring flight crew members to follow them. In this study, the sub-concept of safety culture was classified into three latent variables (safety management, safety atmosphere, and process culture) and eight measured variables to investigate the safety culture awareness of domestic flight crew. The survey results were analyzed by type of airline and flight crew. The purpose of this study is to present a plan to improve the performance of revitalizing the safety culture of domestic flight crew through an empirical comparative analysis according to the number of flight hours and years of service at the airline.

• Journal of the Korean Society of Safety
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• v.34 no.6
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• pp.76-87
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• 2019

This study was conducted to check the cabin crew's safety perception in relation to the airline's safety climate and cabin crew's safety action and to verify that the safety perception's mediation effects. The results of the study confirmed that all three factors of the safety climate have a significant impact on safety perception, and among them, safety practice is the most significant. Accordingly, Airlines need to establish a community that enables real-time information exchange for air accidents so that the cabin crew can present real-time examples of safety-related accidents. In addition, it will be necessary to work with external safety agencies to form an active attitude for the establishment of safety procedures in order to prevent recurrence of safety problems while considering the causes of such incidents internally in the event of an airline safety accident. In addition, it was confirmed that safety training was the most significant factor to safety action, among which all three elements of the safety climate had a significant effect on safety action. Therefore, airlines need to expand practical training on aircraft to full-scale safety training to build an immediate resolution for cabin crews in the event of an air accident. In addition, safety training should be established to encourage collaboration among aviation safety-related personnel to participate in safety training together to address aviation safety from a diverse point of view. Safety perception was has a significant effect on safe action. Therefore, airlines should reinforce the airline's safety management system by checking the status of the cabin crew's safety perception extending the level of punishment to the scope of retirement or disqualification to establish a firm awareness of safety. Finally, the safety perception has demonstrated partial mediation effects in relation to the safety climate and safety action. Therefore, the airline needs to improve the duties of the cabin crew that interferes with cabin safety duties. In addition, airlines should utilize advertisements emphasizing that safety is first.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.6
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• pp.81-93
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• 2022

This research aims to construct a model that combines brand love, brand loyalty, brand image, customer satisfaction, and service quality into a single model, with brand loyalty coming foremost, and test its predictive power in building brand love. Moreover, mediating effect of customer satisfaction and brand image on service quality and brand loyalty affecting brand love was checked. The study adopted an alliance context using an existing SERVQUAL model, a bi-dimensional aspect of brand loyalty and parasocial love relationship theory, to identify brand love as a construct or outcome in the consumer-brand relationship. Using a quantitative approach, survey questionnaires were distributed by unrestricted random sampling among 507 Saudia Airlines customers. Data were analyzed using structural equation modeling with SmartPLS 3.0. The results revealed significant relationships between four variables except for the brand image. It was found that brand image had no mediating effect on the relationship between service quality and customer loyalty. The outcome of this study highlights the importance of airline alliances for service quality, which leads to positive customer satisfaction, brand image, and customer loyalty. A unique contribution of the study is that it revealed that brand loyalty is also an antecedent of brand love.

• Journal of Distribution Science
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• v.21 no.2
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• pp.119-129
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• 2023

Purpose: This study intended to examine the effects of the characteristics of platforms for purchasing airline tickets on perceived ease of use, usefulness, and e-loyalty, applying the technology acceptance model. Research design, data and methodology: A research model was established based on previous studies, and data were collected from consumers with experience in the airline ticket purchasing platform. 175 valid samples were used and analyzed using SEM. Results: Characteristics of the ticket purchase platform were classified into sub-factors of accessibility, functionality and information reliability through theoretical consideration. The established hypotheses for the research were partially accepted. Conclusions: First, functionality and information reliability were found to have significant positive effects on perceived ease of use, while accessibility did not have such effect. Second, accessibility did not affect the perceived usefulness, and both functionality and information reliability had a significant positive effect on perceived usefulness. Third, it was found that the perceived ease of use had a positive effect on perceived usefulness. Finally, it was found that perceived ease of use did not affect e-loyalty of the ticket purchasing platform, only perceived usefulness affected e-loyalty. This study had important academic and practical implications in the context of air ticket distribution.

• Journal of the Korea Convergence Society
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• v.13 no.2
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• pp.263-272
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• 2022

This study was to examine the effect of job insecurity on their psychological contract violation and job satisfaction among airline crew members. Also, this study intended to give meaningful hint in reducing job insecurity crew members feel, and, by examining ways to relieve psychological contract violation, give theoretical and practical suggestions on human resource management of airlines. The findings from empirical analysis are as follows. First, H 1-1 that job insecurity of airline cabin crew members will have positive effect on their transactional psychological contract violation was adopted. Second, H 1-2 that job insecurity of airline cabin crew members will have positive effect on their relational psychological contract violation was adopted. Third, H 2-1 that transactional psychological contract violation of airline cabin crew members will have negative effect on their job satisfaction was adopted. In contrast, H 2-2 that relational psychological contract violation of airline cabin crew members will have negative effect on their job satisfaction was rejected. Finally, H 3 that job insecurity of airline cabin crew members will have negative effect on their job satisfaction was adopted.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.22 no.4
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• pp.99-109
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• 2014

Airline and medical industry in Korea have rapidly grown since 21st century. However, air ambulance service using an aircraft has not as popular as in Japan, Europe or United States. Central government has decided to start emergency helicopter service since 2011 to transport emergency patients transported in the past by fire fighter helicopter. Unfortunately, 32 OECD countries out of 33 have operated emergency aircraft system except Korea. There are more than 25 emergency helicopters in Japan, which can operate within five minutes. Such system could save a lot of social direct or in-direct cost by saving valuable lives of Japan citizens. This paper has tried to research the perception of overseas Russian medical tourists on using Air ambulance for their medical tourism to Korea. Researching air ambulance, this paper expects to find ways to enhance both medical tourism industry and airline, business jet industry. According to research results, it was proven that tangibility of medical tourism service has a positive effect on the human factor of air ambulance. The human factor has also a significant impact on the passenger comfortableness of air ambulance. Such comfortableness increases the overall satisfaction of medical tourism.

• Journal of Digital Convergence
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• v.15 no.6
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• pp.189-196
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• 2017

This study investigates customer satisfaction with full service carriers (FSC) and low cost carriers (LCC) using social media sentiment evaluation. From 2008 to 2016, a total of 77,591 tweets about two FSC and six LCC were aggregated and classified as per airline choice factors. Sentiment evaluation was employed to assess customer satisfaction by three appraisers. The results showed that customer satisfaction with LCC was significantly higher (p<0.001) compared to FSC. Furthermore, overall customer satisfaction with both FSC and LCC has been facing a consistent downward trend since the last seven years. The results also highlighted low customer satisfaction with respect to booking and flight operation factors, and a steep decline in customer satisfaction across booking, onboard services, and marketing factors for FSC. The results of this study have practical implications for the airline industry, which can use this quantitative data to improve customer satisfaction with FSC and LCC.