• Journal of Distribution Science
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• v.16 no.1
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• pp.29-36
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• 2018

Purpose - The purpose of the research is to further explore the understanding of the nature of the brand distribution service (i.e., service brand) by undertaking a quantitative investigation. We focus on the role of customer's perception of service brand on the customer value creation process. Research design, data, and methodology - This study used single cross-sectional design and 137 airline passengers as respondents using a convenience random sampling. We distributed the online questionnaires by email address. The empirical setting for this research is airline service in Indonesia with a consideration that airline service has the useful context for this research as the service delivery process involve extensive customer interactions with the airline and its employees. We then analyzed the data using multiple regression (step-wise) method to fulfill the research objectives. Results - Using the step-wise regression method, the result shows that the influential factors to create customer value are cost and company image. The result suggests a company to improve its costs components and its company image in order to increase the customer value. Conclusions - The research shows that costs play a critical role, and completed with the company image to form the customer value variable. This shows that mostly customer formed their value based on costs they sacrificed. Mainly, this evaluation is monetary cost based, while Indonesian customers tend to have a high value for money demands.

• Journal of Smart Tourism
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• v.1 no.1
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• pp.53-64
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• 2021

Upselling is often a critical factor in revenue generation for businesses in the tourism and travel industry. Utilizing passenger data from a major international airline company, we develop the PAX (Passenger, Airline, eXternal) model to predict passengers that are most likely to accept an upgrade offer from economy to premium. Formulating the problem as an extremely unbalanced, cost-sensitive, supervised binary classification, we predict if a customer will take an upgrade offer. We use a feature vector created from the historical data of 3 million passenger records from 2017 to 2019, in which passengers received approximately 635,000 upgrade offers worth more than $422,000,000 U.S. dollars. The model has an F1-score of 0.75, outperforming the airline's current rule-based approach. Findings have several practical applications, including identifying promising customers for upselling and minimizing the number of indiscriminate emails sent to customers. Accurately identifying the few customers who will react positively to upgrade offers is of paramount importance given the airline 'industry's razor-thin margins. Research results have significant real-world impacts because there is the potential to improve targeted upselling to customers in the airline and related industries.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.29 no.2
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• pp.84-93
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• 2021

Airline schedule is the most basic data for flight operations and has significant importance to an airline's management. It is crucial to know the airline's current schedule status in order to effectively manage the company and to be prepared for abnormal situations. In this study, machine learning techniques were applied to actual schedule data to examine the possibility of whether the airline's fleet state could be artificially learned without prior information. Given that the schedule is in categorical form, One Hot Encoding was applied and t-SNE was used to reduce the dimension of the data and visualize them to gain insights into the airline's overall fleet status. Interesting results were discovered from the experiments where the initial findings are expected to contribute to the fields of airline schedule health monitoring, anomaly detection, and disruption management.

• Journal of Advanced Navigation Technology
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• v.15 no.5
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• pp.871-878
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• 2011

Airline pilots are known as a high stressed group and they are exposed to physical, and psychological stressors. Pilots are important components of airline company and require a significant amount of finances and time for assession training and maintaining certified license validity. The purpose of this study is to examine the correlation between job stress perceived by airline pilots and their turnover intension. The results are as follows: organizational stress and reward stress had impacts on turnover intention. In conclusion, this study is meaningful to improve the efficiency of pilots organization and suggest better ways of human resource strategies and eventually for the success of airline company.

• Journal of Digital Convergence
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• v.11 no.12
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• pp.287-294
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• 2013

Recently, Universities's idea of employment are activity discussed. Especially, Service oriented departments' argument about the curriculum and the environment tests its accomplishment with value in employment. Therefore, this study has been done on the department of airline service which has representation of employment. This study determines the condition and the position of the department of airline services that it estimates the future service orientation in organizations placing education. It appeared that self-esteem affected Physical environment, and service effect quality as a company's loyalty. Accordingly, to improve self-esteem working staff in service should be improved. And other various measures education service quality, self-esteem, and company's loyalty should be taken as well.

• Journal of Distribution Science
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• v.17 no.2
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• pp.43-51
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• 2019

Purpose - This study was intended to provide implications for the importance of color to airlines where the image customers feel about the business is paramount. The importance of colors shown by the airline crew, an important human resource for airlines as contact workers, was investigated. We wanted to present suggestions by investigating and comparing the difference in customer attitude regarding the color of uniforms of the airline crew. Research design, data, and methodology - A survey was conducted to examine differences in perception of airline uniform color, with the research that suggests that the customer's attitude to uniform color will vary. The difference in the perception of passengers according to the colors of the airline uniforms was determined by conducting an empirical analysis. Results - Customers have a different attitude about the color of the uniform of airline's flight attendants' uniform. Full service airlines (FSC) generally have a bright, calm, neat, and heavy-handed feeling, while low-cost carriers (LCC) have a distinctive, dynamic, energetic, and cheerful feeling. Conclusions - An empirical analysis of the study found that customers' attitudes vary by uniform color for each airline. It has also been revealed that Airline's uniform color can communicate the company's goals it wants to convey.

• 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.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.28 no.4
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• pp.69-81
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• 2020

Since airline safety depends significantly on the role of pilot, the importance of airlines' training qualified pilots and investing in the training program grows. This study aims to analyze the determinants of the commercial airline pilot competencies during the transition course. To this purpose, one-year training evaluation results of 215 new airline pilots in the JET transition course of Company K in 2019 are studied with correlation coefficient analysis, factor analysis, ANOVA, and regression analysis. Undergraduate major and Uljin-trained pilots show higher final-stage scores in PROC, AUTO, and CRM. Due to Uljin-trained pilots' higher first-stage scores, their score increase during the course is limited. Uljin-trained pilots' MANUAL scores in the final stage are lower than those of undergraduate major and overseas-trained pilots. Influence of trained location is found greater than English competency, undergraduate GPA, and ground school scores on commercial airline pilot competency evaluation scores during the program. The results will be useful in establishing scenario-based training focusing on different background to apply competency-based training and assessment.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.28 no.3
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• pp.1-11
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• 2020

Despite the importance of Creating Shared Value(CSV), few research has been conducted to understand it. Filling in this existing void, this study was an attempt to provide a clear understanding about what triggers airline customers' decisions according to the airline company's CSV activities. Through this study, we investigated the relationship among CSV, trust, image, and loyalty. An online survey was used as a method to collect data. Through the CFA, we confirmed the adequate level of reliability and validity of the measures. The structural model was found to include an acceptable fit to the collected data. The findings from the structural analysis revealed that CSV exerted and immense on trust and image. Also, trust was significantly associated with image and loyalty while the image was highly associated with loyalty. Based on the findings presented above, implications for practitioners and researchers are stated.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.16 no.3
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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.