• 한국콘텐츠학회논문지
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• 제14권1호
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• pp.466-477
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• 2014

본 연구는 방한 관광객을 대상으로 항공사 선택속성에 대한 중요도 및 성취도를 분석해 보고자 하였다. 이에 방한 일본인과 중국인을 대상으로 자료를 수집하여 대응표본 T-test를 실시하였으며 유의한 차이가 있는 속성과 각 선택 속성들 간의 순위를 살펴보았다. 또한 요인분석을 통하여 운송 서비스, 부대 서비스, 기내 서비스, 기본 서비스의 4가지 요인을 도출하였으며, IPA(Importance-Performance Analysis)기법을 이용하여 집중 영역, 유지 영역, 저순위 영역, 과잉노력 지양 영역의 항목들을 도출하였다. 항공사 선택속성에 대한 IP분석 결과 가장 노력하고 집중해야 할 I사분면, 집중영역은 의사소통의 편리함, 기내 승무원 친절도, 선호좌석 배정 등으로 나타났다. II사분면 유지영역은 중요도와 성취도가 모두 높은 영역으로 항공편 스케줄, 정확한 수하물 처리, 상용고객 우대제도, 탑승 라운지, 제휴서비스, 항공사 이미지, 기내방송 등으로 나타났다. III사분면 저순위 영역은 중요도와 성취도 모두 낮은 영역으로 노선 다양성, 승무원 유니폼, 항공 요금, 기내식 맛과 질 등으로 나타났다. IV사분면 과잉노력 지양 영역으로 중요도는 낮으나 성취도가 높은 영역으로 이에 해당하는 속성은 신속한 탑승수속, 좌석의 편안함, 항공기 기종과 연식으로 나타났다.

• 유통과학연구
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• 제17권7호
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• pp.5-13
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• 2019

Purpose - In order for companies to be competitive and adapt to the trend of development, it is important for many airlines to secure outstanding human resources and the need to nurture them. It can be expected that by systematically analyzing and organizing the characteristics and types of competences considering the duties of the airline cabin crew, the personal and organizational capacities of the cabin crew can be defined and presented theoretically. Research Design, Data, and Methodology - This survey was conducted over a seven-month period from February 1 to September 30, 2018 and was designated as a domestic airline flight attendant. Direct visits to Incheon International Airport and Gimpo International Airport were also conducted through an online questionnaire. A total of 515 questionnaires were used for empirical analysis. To verify two hypothesis of this study, a regression analysis and exploratory factor analysis (EFA) were performed using SPSS WIN 26.0. Results - Analysis on the impact of personal capacity of airline cabin crew on job satisfaction showed that technical competence, knowledge capacity and ability capacity, which are sub-factor factors of personal capacity, had a positive effect on job satisfaction. Recovery resilience also plays a positive role in relationships between individual competence and job satisfaction. Conclusions - It has been empirically analyzed that the personal characteristics of the airline crew have a significant effect on flight attendant's job satisfaction. It can be seen that flight attendants tend to perform well beyond what is required in their duties, and that active and confident cabin crew members tend to perform well in the direction of improving their duties, and are also highly satisfied with their duties.

• 한국산업정보학회논문지
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• 제19권2호
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• pp.137-145
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• 2014

본 연구는 SERVPERF를 사용하여 항공산업의 품질과 만족 및 신뢰, 재구매 의도간의 영향관계를 파악하고, 항공사 유형과 전체모형의 각 경로에서 조절적인 효과를 조사하였다. 이러한 실증연구를 통해 풀 서비스 항공사의 경쟁력을 강화와 저가항공사의 시장 확대 및 지속적인 고객 관계의 유지를 강화 할 수 있는 정보화 전략방안의 토대를 제시하고자 한다. 본 실증연구를 위해 207부의 유효설문지를 사용하였다. 가설을 검증하기 위하여 SPSS 20.0과 AMOS 20.0 s/w를 사용하였다. 본 연구를 통하여 항공산업의 품질에 대한 기존의 연구와 차별화 되는 항공서비스 유형이 전체 연구모형 간에 어떤 효과가 있는지 실증적으로 분석 하였다. 본 연구를 통하여 항공산업의 서비스 품질정보에 대한 전략적 방안을 제시할 수 았을 것으로 본다.

• 복식
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• 제64권8호
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• pp.111-123
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• 2014

The purpose of this research is to prepare basic data necessary to develop uniform design by examining the uniforms of Korean and Chinese airline crew. Advanced research, various literature materials related to uniform, as well as a survey on the images portrayed by the different uniforms of the airlines were used as research method, and this was used to investigate its functions and components. The survey was conducted in Incheon International Airport and Gwangju airport from September 1st to 30th of 2013, - targeting 350 people consisting of Koreans, Chinese, and other nationalities who have the experience of using Korean and Chinese aircraft. The research findings are summarized as follows. First, the images of the uniforms were classified into 5 elements: attractiveness, activity, noticeability, femininity, and traditionality. The analysis showed that Korean uniforms, except for Jin Air, received high marks overall, while the Chinese uniforms received lower marks compared to their Korean counterparts. Second, the results were analyzed based on the nationality of the respondents. In regards to Korean airline crews, attractiveness, activity, noticeability, femininity, and traditionality showed statistical significance with Korean respondents, while the significance was seen in attractiveness, activity, femininity, and traditionality for the Chinese respondents. Femininity was the only feature with any significance for the third nation respondents. On the other hand, with regard to Chinese airline crew's uniform, Korean respondents showed statistical significance in the following features: attractiveness and traditionality, while the Chinese and the third nation respondents did not show any statistical significance in any of the elements.

• 한국융합학회논문지
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• 제11권3호
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• pp.219-226
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• 2020

본 연구는 K항공사를 이용하는 고객을 대상으로 고객가치가 브랜드 동일시 및 충성도에 미치는 영향관계를 분석하고자 연구모형을 설정하였다. 이론연구의 고찰을 통해 변수를 추출하였으며 각 변수간의 관계를 살펴보기 위해 구조방정식 모형을 활용하였다. 실증분석 결과는 아래와 같다. 첫째, 고객가치 중 기능적 가치와 감성적 가치가 브랜드 동일시에 모두 유의한 영향을 미치는 것으로 나타나 가설 1은 채택되었다. 둘째, 현재의 소비자는 제품이나 서비스의 선택에 있어 감성적인 면을 더 추구한다는 것을 확인하였다. 즉 자아 이미지와 동일하거나 자신의 가치관 혹은 라이프 스타일에 일치한다고 생각하는 항공사 브랜드를 이용함으로써 항공사와의 브랜드 동일시를 추구하고 있다. 셋째, 고객 가치 중 기능적 가치와 감성적 가치 모두 브랜드 충성도에 영향을 미치지 않는 것으로 나타나 고객가치는 브랜드 동일시를 통해 충성도가 강화됨을 알 수 있다. K항공은 소비자들의 브랜드 충성도를 상승시키기 위해서는 다른 매개변수의 역할도 고려되어야 하겠지만 고객의 브랜드 동일시 제고에 관심을 가져야 할 것으로 사료된다.

• 한국안전학회지
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• 제34권6호
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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.

• 한국항행학회논문지
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• 제25권5호
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• pp.320-326
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• 2021

항공사에서 정시성(on-time performance, OTP)이란, 항공사의 신뢰성의 척도이며, 타 항공사와 비교할 때 중요한 지표로 활용된다. 본 연구는 코로나로 인해 항공 편수가 급격히 줄어든 2020년 3월을 기준으로 전후 1년간의 국내 K항공사 자료를 분석하여 지연 요인들이 항공사의 정시성에 미치는 영향 및 강도를 분석하였다. 또한, 계절에 따른 기상 영향으로 발생되는 지연을 분석하였으며, 코로나 상황으로 급감한 승객이 지연요인에 어떠한 영향을 주는지 연구하였다. 지연 요인(delay factor)은 IATA의 지연 코드(delay code)에 자체 코드를 추가한 K 항공사의 지연 코드를 적용하였다. 본 연구의 분석을 바탕으로 항공사의 정시성에 영향을 주는 지연 요인을 최소화하는 방안을 제안하고자 한다.

• 산업경영시스템학회지
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• 제42권3호
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• pp.116-130
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• 2019

This study investigates passenger-authored online reviews of airline services using social network analysis to compare the differences in customer perceptions between full service carriers (FSCs) and low cost carriers (LCCs). While deriving words with high frequency and weight matrix based on the text analysis for FSCs and LCCs respectively, we analyze the semantic network (betweenness centrality, eigenvector centrality, degree centrality) to compare the degree of connection between words in online reviews of each airline types using the social network analysis. Then we compare the words with high frequency and the connection degree to gauge their influences in the network. Moreover, we group eight clusters for FSCs and LCCs using the convergence of iterated correlations (CONCOR) analysis. Using the resultant clusters, we match the clusters to dimensions of two types of service quality models ($Gr{\ddot{o}}nroos$, Brady & Cronin (B&C)) to compare the airline service quality and determine which model fits better. From the semantic network analysis, FSCs are mainly related to inflight service words and LCCs are primarily related to the ground service words. The CONCOR analysis reveals that FSCs are mainly related to the dimension of outcome quality in $Gr{\ddot{o}}nroos$ model, but evenly distributed to the dimensions in B&C model. On the other hand, LCCs are primarily related to the dimensions of process quality in both $Gr{\ddot{o}}nroos$ and B&C models. From the CONCOR analysis, we also observe that B&C model fits better than $Gr{\ddot{o}}nroos$ model for the airline service because the former model can capture passenger perceptions more specifically than the latter model can.

• 융합경영연구
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• 제6권4호
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• pp.1-16
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• 2018

Purpose - This study will investigate and identify the relationship between brand image, brand attitude and intent to purchase based on subjects that have remembered or watched more than one storytelling marketing ad related to airlines. The purpose of the project is to secure market competitiveness by presenting the basis for and use of the marketing strategy using storytelling, which can capture the goodwill of the aerospace competition market in the future. Research, design, data, and methodology - Prior to the research model and hypothesis testing phase, a verification factor analysis was conducted to assess internal consistency among each measurement item and to ensure reliability and validity of the measurement tool. Further, the organization was assessed for validity by calculating the mean variance estimation (AVE) and the construction concept reliability (CCR) through a positive factor analysis. Hypothesis verification was analyzed through a structural equation model, and each concept set in the hypothesis was entered as a potential variable, and each measurement item was entered as an observation variable. Results - Airline's storytelling marketing has a significant impact on the brand image and two emotional and cognitive responses have been shown to influence the brand image. In addition, airline storytelling marketing has a significant impact on brand attitudes and airline storytelling marketing derived from factor analysis has shown two emotional and cognitive responses to brand attitudes. Conclusions - The parts derived based on the research results show that storytelling marketing has a strong influence on the airline's brand image and attitude, and that it is necessary for airlines to have a brand image and attitude. Also, forming a favorable brand image has a significant impact on brand attitudes. We believe that by presenting basic data to the aviation industry in future research on airline storytelling, we will be able to increase understanding and contribution to development of storytelling marketing in aviation.

• 문화기술의 융합
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• 제10권2호
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• pp.257-266
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• 2024

본 연구는 항공사 객실승무원에게 요구되는 역량을 파악하기 위해 객실승무원들의 주관적 인식 유형과 유형별 특성을 Q-방법론을 활용하여 분석하였다. 33개의 Q-표본과 33명의 P-표본을 대상으로 하여 Ken-Q Analysis 프로그램으로 분석한 결과, '체력 및 외모적 자질 중시형', '직무수행능력 중시형', '의사소통능력 중시형', '직업정신 중시형' 등 4가지 유형을 확인하였다. 대부분의 유형에서 체력적인 요소, 비상상황 대처능력, 업무 책임감의 중요성에 대해 높은 동의를 나타내었다. 연구 결과의 유형별 특성을 기초자료로 항공사 교육훈련 및 항공서비스 전공 학과의 효과적인 교육과정 개발에 활용할 수 있을 것이며, 객실승무원을 희망하는 취업 준비생에게 직무 이해를 돕고 필요한 역량을 함양할 수 있는 참조자료가 될 수 있을 것이다.