• Title/Summary/Keyword: airline

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A Study on the Effect of Personal Capacity of Airline Employees on Turnover Intention and Customer Orientation

  • PARK, Hyun-Seo;PARK, Hye-Yoon;PARK, So-Yeon
    • The Journal of Economics, Marketing and Management
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    • v.7 no.3
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    • pp.1-12
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    • 2019
  • Purpose - This study aims to investigate the major capabilities of airline cabin crew to improve the performance of the organization by identifying how they are affected by turnover and customer orientation. Research, design, data, and methodology -The survey participants were limited to all airline cabin crew members in Korea to look at the component measurement items. To verify the validity of the questionnaire, the final questionnaire for this survey was prepared by modifying and supplementing the questionnaire by analyzing factors and validating the questionnaire through reliability verification Results - The analysis on the impact of personal capacity of the airline cabin crew on turnover revealed that some factors had an effect of the positive and the personal capacity of the airline cabin crew has a statistically positive effect on the customer orientation relationship, which is a sub-factor of the cabin crew Conclusions -The capacity of the cabin crew of the airline was defined and the components were established as technical capacity, knowledge capacity and expertise capacity. It was found that the intangible performance of the individual capabilities and customer orientation were very closely related. Airline cabin crew have verified the importance of good talent selection and capacity development training, which are essential requirements for securing the airline's competitiveness.

Cross-cultural Service Variation: Airline Service Quality

  • Nam, Sung-Jip
    • Journal of Distribution Science
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    • v.13 no.9
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    • pp.19-27
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    • 2015
  • Purpose - In a global economy, marketers are required to understand service quality from an international consumer viewpoint. Despite the increased need for cross-cultural research, few studies have developed service quality research international in scope. The present research aims to shed light on variations in airline service quality among international consumers. Research design, data, and methodology - Conducting crosscultural research, this study compares airline service quality variations, investigating an international consumer group and a Korean consumer group. T-test and factor analyses are applied to examine mean scores and factor structure of the airline service dimensions. Results - The results indicate there are significant differences in mean comparisons between the groups. The international consumers indicate significantly higher service perception scores than the Koreans. Further, we find that the factor structure of airline service quality diverges between the groups. The international group considers airline service quality in four dimensions, while Koreans consider it in two. Conclusions - The study sheds new light on international service variations and suggests that the field of airline service quality may differ by nations and/or cultures.

The Effect of Emotional Image on Customer Attitude

  • PARK, Hyeyoon;PARK, Soyeon
    • The Journal of Asian Finance, Economics and Business
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    • v.6 no.3
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    • pp.259-268
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    • 2019
  • This study examines the color image of uniform of airline cabin crew according to the demographic characteristics of the customer and demonstrates how it affects the cognitive image of airlines. Adjective adjectives were derived for uniform color images of all eight airlines in Korea and analyzed the image of airline brand color. Based on the analysis of color images, the difference in perception according to the demographic characteristics of passengers was analyzed. When the colors of airline uniforms are mainly blue, sky blue, white and ivory, they have a lot of trust, neat and elegant images. Uniforms with primary colors such as red, orange and green beans are found to have a lot of cheerful, developmental and enterprising images. In addition, the empirical analysis of the impact of the customer's cognitive perception and favoritism on the uniform color image of the airline crew showed that the more positive the airline's positive perception of the uniform color image, the more positive the cognitive image is. In other words, the empirical analysis revealed that the airline's uniform color image, its cognitive image of the airline, and its popularity have significant positive relationships.

A Research on the Effect of Foreign Passengers' Satisfaction on Specialized Cabin Services on Long Haul Flight to Their Loyalty through Airline's Brand Asset (장거리노선 기내특화서비스에 대한 외국인 승객의 만족도가 항공사의 브랜드 자산을 매개로 하여 고객충성도에 미치는 영향에 대한 연구)

  • Kim, Kwang Il;Gwon, Eun Hyeong;Kim, Kee Woong;Park, Sung Sik
    • 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.

A Study of the Effect of Perceived Service Quality under the New Service Environment on Formulating Airline's Global Brand(Joint Venture) Image (변화된 업무환경에서 인식하는 항공사 서비스품질이 글로벌 브랜드 (항공사 조인트벤쳐) 이미지 형성에 미치는 영향 연구)

  • Kim, Tae-Joon;Kim, Kee-Woong;Park, Sung-Sik;Lee, Su-Mi
    • Journal of the Korean Society for Aviation and Aeronautics
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    • v.26 no.3
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    • pp.66-76
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    • 2018
  • Terminal 2 of Incheon in'tl airport had made a grand opening since January 2018. Terminal 2 is currently operated by mainly Korean airline in cooperation with such skyteam members as Delta airline, Air France and Royal Dutch KLM. It is expected another three skyteam member airlines join the separate operation at terminal 2 since this coming winter. It is believed very meaningful research to analyze how separate operation of Global alliance of airlines affects the global brand image of an organization. To find out such effect, researchers have made an empirical analysis of perception of airline staffs working at terminal 2. This paper has focused on how the staffs perceive airline service quality in the changed working environment and on how significantly their perception on service has an effect on airline's global brand image with such moderating variables as organizational efficacy and organizational trust. According to empirical analysis using structural equation modeling, it was proven the variable of responsiveness among perceived airline service qualities had a direct significant effect on formulating airline's global brand image associated with joint venture between Korean airline and Delta airline. However, the other variables had a indirect significant effect on global brand image with moderating effects.

The Effect of the Cabin Service Quality on Customer Loyalty and Airline Image (고객 충성도 및 항공사 이미지 형성에 기내 서비스품질이 미치는 영향)

  • Wang, Soo-Myung;Park, Hye-Yoon
    • 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.

A Study on Demand Information Distortion in Airline Industry Supply Chain (항공산업 공급체인의 수요정보 왜곡현상에 관한 연구)

  • 백승기;유성찬;박명섭
    • Proceedings of the Korean Operations and Management Science Society Conference
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    • 2003.11a
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    • pp.239-242
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    • 2003
  • The supply chain of the airline industry includes multiple airline companies, travel agencies and customers. Various air fares are offered by travel agencies. The travel agencies grant deposit to the airline company in advance and preoccupy seats with deep discount, which called group-discount-ticket. The group-discount-ticket offers the lowest air fare but it does not base on real demand. So the information flow generated by group-discount-ticket can cause the information distortion in airline supply chain. This study analyzes the bullwhip effect in the airline industry. A mathematical model is formulated and managerial suggestions is provided.

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The application of operations research to airline schedule planning (항공 일정계획에 경영과학의 활용)

  • Kim, Jun-Hyeok;Kim, Yeo-Geun;Lee, Han-Beom
    • Proceedings of the Korean Operations and Management Science Society Conference
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    • 2007.11a
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    • pp.27-37
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    • 2007
  • Many problems related to airline business belong to large-scale optimization problems, so that it is expected that the state-of-art optimization techniques are widely applied to making the airline operation effective and competitive. This paper introduces the concepts and mathematical models of various optimization problems in airline system. Airlines involve many activities that utilize airline resources such as aircrafts and crews to make profit. We view the airline activities in the planning and operational aspects. In the planning viewpoint, we discuss the flight schedule design problem that impacts on passenger demand directly. For aircraft and crews, we deal with fleet assignment, aircraft routing, crew pairing optimization, and crew assignment problem. In the operational viewpoint, we concern schedule recovery problems for aircrafts and crew using the method of reassigning available resources when airlines face with the unexpected situations.

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A Study on the Relationship between Social Network of Codeshare and Performances in Airline Industries (항공사 좌석공유 사회연결망과 경영성과간의 관계에 관한 연구)

  • Kwon, Byeung-Chun;Cho, Nam-Wook
    • Journal of Korean Society for Quality Management
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    • v.39 no.2
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    • pp.271-280
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    • 2011
  • In this paper, the relationships between code-share networks and performances in airline industry were analyzed by using Social Network Analysis (SNA). We first analyzed the schedule data from OAG (Official Airline Guide) to obtain core-share information of airline industries. SNA was, then, applied to the code-share information. Finally, statistical analysis was conducted to analyze the relationships between code-share social networks and performances. The result shows that the size and out-degree centrality have relatively significant effects on the performance of airline industries, while in-degree and betweenness centrality has less significant effects.

The Recent Trend in the World Air Transport Market and a Two-Airline Policy in Korea (세계민항계의 최적 동향과 우리나라 복수민항체제의 발전방향)

  • 이영혁
    • 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.

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