• International Journal of Internet, Broadcasting and Communication
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• 제12권4호
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• pp.26-32
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• 2020

There are many airline customer evaluation data, but they are insufficient in terms of predicting customer satisfaction in practice. In particular, they are generally insufficient in case of verification of data value and development of a customer satisfaction prediction model based on customer evaluation data. In this paper, airline customer satisfaction analysis is conducted through an experiment of correlation analysis between customer evaluation data provided by Google's Kaggle. The difference in accuracy varied according to the three types, which are the overall variables, the top 4 and top 8 variables with the highest correlation. To build an airline customer satisfaction prediction model, they are applied to three classification algorithms of Random Forest, SVM, DNN and conduct a classification experiment. They are divided into training data and verification data by 7:3. As a result, the DNN model showed the lowest accuracy at 86.4%, while the SVM model at 89% and the Random Forest model at 95.7% showed the highest accuracy and performance.

• 한국항공운항학회지
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• 제16권3호
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• pp.38-49
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• 2008

Recently industries have started to recognize the importance of word-of-mouth marketing and human resource management especially for airline industries who suffer from pilot shortage. Pilots are very important component of airline company and require a lot of money and time to assession, training and maintaining certified license validity. This study is to test the effect of airline pilot's organizational identification, emotional exhaustion and perceived justice on turnover intention and negative word-of-mouth on airline union pilots returned from the strike. This study used both literary method and empirical method. The researcher did literary study based on the previous study, designed the research model and hypothesis, did questionnaire survey to the Union member pilot from year 2005 strike for the subject of study to verify hypothesis and analysed empirically the finding using SPSS12.0 program. The major findings of this study may be summarized as follows, (1) organizational identification has a negative effect on turnover intention and negative word-of-mouth, (2) emotional exhaustion has a positive effect on turnover intention and negative word-of-mouth, (3) perceived justice has a negative effect on turnover intention and negative word-of-mouth.

• 한국항행학회논문지
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• 제15권5호
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• pp.871-878
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• 2011

본 연구는 일반 조직과는 상이한 환경에서 근무하는 국내 항공기 조종사들을 대상으로 그들의 직무스트레스 요인이 이직의도에 미치는 영향을 실증 분석함으로써 효과적인 이직관리와 조종사와 승객의 안전 및 그들의 조종업무효율을 높이기 위한 기초자료를 마련하고자 함에 그 목적이 있다. 연구결과 조종사의 직무스트레스인 경우, 조직관련 스트레스와 보수관련 스트레스가 이직의도에 유의적인 영향을 미치는 것으로 나타났다. 이러한 결과를 바탕으로 하여 조종사의 경우 임무 및 상황적 특수성에 의한 직무환경 스트레스와 이직의도를 예방하고 관리하여 업무효율을 높이고 나아가 개인의 삶에 건강한 삶에 도움이 되는 기초 자료를 마련하고자 한다.

• 유통과학연구
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• 제15권4호
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• pp.59-67
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• 2017

Purpose - This study's aims are to examine the effects of airline service quality on brand image, brand attitude and reuse intention and the mediating roles of brand image and brand attitude in the relationship between airline service quality and reuse intention. Research design, data and methodology - A total of 500 questionnaire copies were distributed and 474 were used for the empirical study after excluding some empirical inappropriate or unusable ones. To analyze the collected data, the SPSS/WIN 22.0 statistical package was used. Results - The result of analysis showed that all the intangible, tangible and human elements of the airline service quality positively influenced on brand image and brand attitude and did not directly influence on reuse intention. However, brand image and brand attitude played mediating roles in the relationship between all the service quality elements and reuse intention. Conclusions - This means that airlines need to develop service quality, which is differentiated and provides special feelings for customers and work out improvement strategies for positive brand images and attitudes, since customers choose and reuse airlines, based on brand images and attitudes, which are perceived and formed through the experience of airline service quality and word of mouth.

• 유통과학연구
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• 제16권7호
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• pp.17-24
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• 2018

Purpose - This study focuses on the quality of nonverbal communication by the flight attendants at the airline, and the factors that contribute to improve customer behavior, thereby providing positive implications for corporate management. Research, design, data, and methodology - For the empirical analysis of this study, reliability analysis and frequency analysis were conducted. T-test and ANOVA analyses were performed. In addition, the effects of nonverbal communication have on customer behavior have regressed analysis. The collected data was empirical suing the SPSS Win 18.0. Results - Among the non-verbal communication qualities were found to significantly influence customer attitudes, and demographic differences in airline flight attendants were also shown to influence their perceptions. Empirical analysis revealed significant differences in demographic characteristics between gender, age and airlines used. Conclusions - All of the non-verbal communication's attributes were found to significantly impact customer attitude. It is used to train the importance of nonverbal communication quality for the role of cabin crew members and to enhance the loyalty of the customers to Airline. This study identifies the relationship between the impact of non-verbal communication quality on customer attitudes and implies the importance of non-verbal communication quality for airline flight attendants. Also, this study suggests that there is a close mechanism between the nonverbal communication and the customer attitudes to airlines.

• 한국항공운항학회지
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• 제22권3호
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• pp.24-32
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• 2014

Due to the rapid growth of domestic and overseas airline markets, the demand for airline pilots has also been growing fast. Meeting such a market needs, central government, Ministry of Land and Transportation has set up civil airline pilot training center at Ulgin airport to train and provide the market with commercial airline pilots. Not only central government but universities in Korea also have tried to train pilots by operating flight training academies. Even though there are more than a dozen of flight training centers including colleges and private academies, there have been less efforts to measure and evaluate the effectiveness of the flight training school's curriculums compared to other scholar majors in a university. Therefore this paper tried to evaluate the educational effectiveness of the curriculums using the Kirk-Patrick measurement model, which has been regarded as one of the most popular and accurate measurement tool for an empirical research in social science. According to the empirical research, it was found out the inter-personal relationship between an instructor pilot and flight trainee was perceived as the most important factor to have an impact on learning abilities and student's behaviors.

• 유통과학연구
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• 제18권8호
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• pp.5-14
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• 2020

This study aims to examine the impact of characteristics of SNS content provided by airlines on customer satisfaction and to explore the effect of the personal characteristics of the customers which have a modulating effect on the relationship between content characteristics of SNS and customer satisfaction. The data were collected over a period of April 21. 2019. to July 21. 2019. for three months from the people who have experience using SNS provided by airlines. 225 samples were selected and used as final samples from a collection rate of 93.4 percent. Findings suggest that the characteristics of airline's SNS content which include a promotion, information, and communication showed a positive impact on customer satisfaction. The analysis of a modulating effect of individual characteristics on the relationship between the airline's SNS content characteristics showed that diversity pursuit propensity, innovation propensity, and information-seeking propensity control the relationship between characteristics of airline's SNS content which are publicity, information and customer satisfaction. And it was found that all three personal characteristics do not control the relationship between communication and customer satisfaction. Thus, airlines should use SNS more effectively to generate customer satisfaction and present marketing measures to help generate profits through consumer purchasing behavior. It is expected that the findings of this study will help airlines to utilize marketing implications for effective and practical marketing methods.

• 항공우주정책ㆍ법학회지
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• 제21권2호
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• pp.181-205
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• 2006

1980년대 도입된 항공사 상용고객우대제도는 항공운송산업에서 가장 성공적인 마케팅 도구였으며, 법적인 규제에도 불구하고 오늘날 항공사들 간 전략적 제휴의 주요수단이 되었다. 또한 세계항공운송시장의 극심한 경쟁으로 항공사들의 제휴 형태가 양자 간 제휴에서 그룹 간 범세계적 제휴로 변모해나가고 있다. 이에 본 연구는 범세계적 제휴 그룹들의 추세와 특성을 살펴보면서 항공사 상용고객우대제도의 제휴 유형을 분석하였다. 그리고 이를 통해 급변하는 경영환경에 처한 국내 양항공사들에게 상용고객우대제도 제휴의 이점과 함께 경영시사점을 제시하고자 한다.

• 항공우주의학회지
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• 제31권2호
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• pp.38-44
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• 2021

Purpose: This study aimed to identify the prevalence of fatigue and its associated factors leading to the fatigue among Korean commercial airline pilots. Methods: An anonymous, web-based questionnaire collecting data on sleep related characteristics was completed by airline pilots. The final 1,029 samples of completed questionnaires were analyzed. The association of the risk factors with fatigue was determined using logistic regression analysis. Results: The prevalence of fatigue was 60% (Fatigue Severity Scale index≥3.2), disturbed sleep 28% (Pittsburgh Sleep Quality Index≥9), daytime sleepiness 17% (Epworth Sleepiness Scale≥10), and sleep apnea (Berlin Questionnaire≥2) 11%. The fully adjusted logistic regression showed that quality of life (odds ratio [OR]=0.16, confidence interval [CI]=0.11-0.24), daytime sleepiness (OR=1.26, CI=1.18-1.34), sleep quality (OR=1.44, CI=1.29-1.61), mental workload (OR=1.10, CI=1.05-1.14), vigorous physical activity (OR=0.82, CI=0.72-0.92), late starts (OR=1.25, CI=1.06-1.46) and average weekly flying hours (OR=1.02, CI=1.00-1.03) were associated with higher levels of fatigue. Conclusion: Lower quality of life, disturbed sleep, more subjective sleepiness, shorter sleep duration, higher mental workload, less vigorous physical activity, frequent late starts, and longer flying hour were shown to be risk factors for fatigue in airline pilots. These findings should be taken into account in the development of sleep and fatigue countermeasures for airline pilots.

• 유통과학연구
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• 제21권5호
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• pp.93-102
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• 2023

Purpose: This study aims to investigate a meaningful connection between the service supply chain and the power to influence potential customers for airline booking. This investigation will cover various topics, including customer service, product quality, and marketing strategies. Additionally, the literature review will examine the various strategies and tactics airlines use to influence customer behavior. Research design, data, and methodology: The data collection process conducted by the author could obtain the justification and establish the quality of the instrument between independent factor (Service Supply Chain) and dependent factor (Power to Influence Potential Customers), selecting peer-reviewed articles mostly for the current study. Results: The findings section thoroughly studied the research findings indicating a potential link between service supply chain management and the ability to persuade potential consumers to book an airline. The research findings will be explored concerning the numerous variables that may affect customers' decision-making in the airline business, the techniques used by airlines to sway consumers. Conclusions: The research has provided evidence that airlines use a variety of strategies to influence potential customers and that these strategies are generally successful in increasing customer loyalty and satisfaction, as well as sales. By utilizing these strategies, airlines can increase their customer base and profitability.