• Journal of the Korea Safety Management & Science
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• v.18 no.4
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• pp.139-149
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• 2016

Service industry can be divided largely into commercial industry, banking industry, insurance industry, advertising industry, and tourism industry. Of these, banking industry is playing an essential role as it constitutes the backbone of economy. Banking industry, which belongs to financial industry, is sensitive to external environment. In this kind of industry, internal dynamics of an organization is very important. The purpose of this research is to find out what kind of influence the relation of internal dynamics perceived by members of Nonghyup organization has on customer orientation via quality of internal service. For the purpose, we have reviewed preceding studies on variables that affect customer orientation and developed a measuring tool in a form that fits banking organizations. Internal service quality, job satisfaction, and organizational immersion which play a mediating role in the model of this research not only turned out to have a significant influence on customer orientation, they also turned out to have the strongest influence. This research has academic significance as it carried out a research with an emphasis on variables that affect customer orientation of members of Nonghyup organization. Regarding practical significance, it was intended to present useful data that can be utilized for an analysis of internal service quality management and capability of human resource management.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.29 no.3
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• pp.84-99
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• 2021

Flight data from operational quality assurance programs plays a significant role in identifying factors as one of the key data in the development of proactive and preventive aviation safety management technologies based on data. The list of events in the flight quality assurance program recommended by the FAA differs from the list set and managed by airlines themselves and is based on the frequency of occurrence rather than the severity of individual events. In this work, we compared the list of FOQA events presented by the FAA with the list of some domestic airlines. We also investigate the severity priorities of events for airline captains and conduct research on how to improve the operation of the operational quality assurance program.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.26 no.4
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• pp.91-100
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• 2018

Recently, the airplane use rate has been renewing its peak every year. Especially, Gimpo-Jeju route is the busiest air route in the world and all domestic airlines are competing. Therefore, the purpose of this study is to propose differentiated marketing strategies from other airlines by analyzing the effect of customers' brand attitude on satisfaction and intention to reuse of airlines competing on the most competitive routes. 350 questionnaires were distributed to domestic passengers who have experiences using Gimpo - Jeju route in recent 3 years and 338 questionnaires were analyzed by SPSS24 program. The results of the study showed that brand attitude showed meaningful effects on satisfaction and intention to reuse, and brand image was the most influential factor among the sub - factors of brand attitude. Therefore, airlines operating Gimpo - Jeju route suggest the importance of marketing strategy to enhance brand image among various brand attitudes.

• Journal of Convergence for Information Technology
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• v.8 no.6
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• pp.353-359
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• 2018

This study analyzes the academic achievement of students how much they are related to both NCS(national competency standards)-based education from university and the learning motives(internal motive, external motive) of the students based on current university students. For this study, a survey was conducted among 200 employees and are summarized as follow. First, that both internal and external motives to study were significant to have a good effect on academic achievement of students. Second, NCS-based education to have positive effect on academic achievement.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.27 no.3
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• pp.54-69
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• 2019

Transformational and authentic leadership are known to create positive effects on follower's various outcomes, like job satisfaction and organizational commitment. We're mostly interested in testing positive effects of transformational and authentic leadership of cabin team leaders in airline industry, because their leadership tends to have strong and immediate impact on cabin crew's quality of customer services. We figured that cabin team leader's transformational and authentic leadership had positive effects on crew member's job satisfaction and organizational commitment. And, these positive relationships were at least partially mediated through crew member's self-efficacy and LMX. Based on these positive results, we discussed several theoretical and practical implications for developing effective leadership across cabin team leaders in airline services industry.

• East Asian Journal of Business Economics (EAJBE)
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• v.9 no.3
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• pp.45-56
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• 2021

Purpose - The research was conducted to understand how the values of customers using airline SNS affects customer satisfaction and trust. By finding out which characteristics of customer values lead to customer satisfaction and gaining trust, research concludes with suggestions for various airlines to utilize such characteristics to maintain customers through SNS. Research design, data, and methodology - The data were collected from May to July 2020 for two months from the people who used SNS operated by domestic airlines. 342 samples were selected and used as final samples for the study. Result - The results of the relationship between customers' values and customer satisfaction amongst those who use airlines' SNS show that practical, pleasure and social components all have a positive effect on customer satisfaction. The relationship between customers' values and customer trust amongst those who use airlines' SNS show that practical and pleasure components have a positive effect on customer trust while social component didn't yield a positive impact on customer trust. Conclusion - Identifying and understanding SNS users' value structure and providing specific guidelines for customer value components can help demonstrate the causal relationship between customer value components, customer satisfaction, and trust. Also, evidence of applicable customer value theory could be provided.

• Asia-Pacific Journal of Business
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• v.11 no.4
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• pp.167-176
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• 2020

Purpose - In this study, we tried to find that the relationship between the perception of customers on the airline service quality, customer satisfaction, and intention to reuse in Chinese low-cost carriers industry. Design/methodology/approach - We conducted the empirical study for hypotheses testing using the survey data of experienced users in Chinese low-cost carriers service. In this study, reliability and factor analysis were conducted using SPSS 26.0, the path analysis was performed using AMOS 24. Findings - We found that the customer's perception of aviation operation, reservation/ ticketing, online information service provided by Chinese low-cost carriers are positively associated with customer satisfaction. In addition, it was confirmed that customer satisfaction is positively related to the intention to reuse. Research implications or Originality - Based on the results of analysis, it was confirmed that the basic sub-services of the airline are also important in the low-cost carriers services market.

• Journal of Korea Society of Industrial Information Systems
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• v.25 no.6
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• pp.55-67
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• 2020

This study aims to investigate which job crafting has impact on person-job fit and job satisfaction. We define the concept of job crafting, person-job fit and job satisfaction based on previous literatures and analyze the relationship between variables. The research sample was collected from ground staffs of Low Cost Carrier (LCC) working in Incheon international airport. Results show that the cognition crafting influences on person-job fit of ground staff, and the person-job fit has been verified as a positive effect on job satisfaction.

• 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 the Korean Society for Aviation and Aeronautics
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• v.30 no.3
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• pp.54-64
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• 2022

Airlines have been introducing self check-in kiosks to reduce check-in time and improve operational efficacy to increase business revenue. The domestic airlines have actively provided kiosks at airports which are expected to reduce their operating costs and enrich their passengers' travel convenience. Based on the above background, the study investigates the factors influencing intention to use the self check-in kiosks by employing the Extended Technology Acceptance Model (ETAM). The study, therefore, designed a research model by reviewing theories and studies on the relationship among information quality, innovativeness, perceived ease of use, perceived usefulness, and intention to use the kiosks. The structural equation model revealed the following. Information quality and innovativeness had a significantly positive influence on perceived ease of use and perceived usefulness; furthermore, perceived ease of use had a significantly positive influence on perceived usefulness. In addition, both perceived ease of use and perceived usefulness had a significantly positive influence on intention to use. The results indicate that the airlines should constantly develop user-friendly contents and design of the self check-in kiosks.