• Journal of the Korean Society for Aviation and Aeronautics
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• v.19 no.1
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• pp.74-87
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• 2011

This paper tried to research the relationship among the passenger's satisfaction and expectation of in-flight service quality, overall satisfaction and passenger's Loyalty by emphasizing on two groups of passengers and cabin crews from K-airline to find out which service quality area should be focused on for pursuing premium in-flight service. Such six service quality areas as in-flight equipment, food&beverage, duty-free sales, service ability, service image and specialized service were conceived and survey questions were made based on relevant previous researches. The analysis has used the data of 281 passengers and 336 cabin crews from K-airline. According to the analysis, in physical service factors, passengers perceive satisfaction from duty-free sales contributes to overall service satisfaction. However, cabin crews believed in-flight equipment and food&beverage are important to overall service satisfaction. In human service factors, both groups seemed to agree service ability and service image have a positive impact on overall service satisfaction. Among service satisfaction factors, the customer's satisfaction from cabin crew's service ability(service response, professional knowledge and foreign language skill) is also proven to be directly connected to customer loyalty.

• The Korean Journal of Food And Nutrition
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• v.22 no.1
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• pp.57-62
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• 2009

The current exploratory study attempted to investigate the levels of expected and perceived service quality of in-flight meals. A questionnaire was developed following extensive literature review and in-depth interviews. The survey was conducted on board a flight by international passengers and also by passengers in the trans lounge waiting for connecting flights between October 21, 2005 through October 30, 2005. Out of the 450 questionnaires administered, a total of 319 completed questionnaires were returned, yielding a response rate of 89.6%. The 20 items representing the service quality factor of in-flight meals were analyzed, resulting in four distinct dimensions-food quality, employee service, cleanliness and reliability. In all dimensions, customer expectation was higher than the perceived level of service and the service quality of Korean based airlines was higher than that compared to foreign based airlines. There were differences in the perceived service quality of in-flight meals according to the demographics of the respondents. The results of this study can be beneficial from a theoretical and practical point of view by providing empirical data that measures the service quality of in-flight meals.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.21 no.4
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• pp.53-61
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• 2013

In-flight service, depending on the perceptions of service satisfaction because ever turns into a variable, which enables service providers the flexibility of a variable in the end flight service to suit your needs to providing comprehensive and proactive services of the crew will be motivated. In addition, the service provider's motivation to work in a confined space on board the flight service characteristics in-flight service will be a major impact on the environment. This service-oriented environment, in-flight service and motivation in order to verify the impact on services in Cape factors as independent variables and the dependent variable service-oriented multi-regression analysis was performed. As a result, the motivation of the crew and the crew of the service-oriented, with a voluntary service crew services dependent variable parameters that affect the behavior of the acts. Services and service-oriented motivation Cape factors significantly influence both the irradiated while the impact on voluntary service and results verification service aesthetics, cleanliness, and physical service environment, only the voluntary services of the crew a positive effect on that the effects were investigated.

• Journal of Advanced Navigation Technology
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• v.2 no.2
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• pp.143-156
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• 1998

Incheon International Airport(IIA) is planned to open in about two years. Korean government has an ambition to make IIA a major hub airport in Northeast Asia. The most essential and required condition for an airport to be a successful hub airport in a certain region is to have more efficient flight service network than the other airports in the same region. IIA should compete with Japanese airports to be a major hub in Northeast Asia because Japanese government also has a plan to expand greatly the airport capacity in Tokyo area and Kansai airport in Osaka. It is necessary for both IIA and Korean national air carriers to compose efficient flight service network considering hub competition with Japanese major airports. As the liberalization of international air transport industry would give more marketing freedom to airlines, they would plan the flight service network and flight schedule based on market analysis instead of governmental regulations. In the economically liberalized environment, it is very required to analyze air passengers' flight choice behaviour in order to induce other carriers and passengers through IIA's attractive flight service network. Disaggregate model is more appropriate than aggregate model to analyze consumers' behaviour. The information derived from disaggregate choice model of air passengers could be utilized in devising efficient flight network and schedule plan. Value of travel time or trade off ratio between flight frequency and travel time which could be estimated from discrete choice model could be utilized for scheduling an efficient flight plan for airlines and composing efficient flight service network for IIA.

• Journal of Community Nutrition
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• v.8 no.3
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• pp.153-159
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• 2006

The current exploratory study investigates and compares the perceptions of the service quality of in-flight meals through the evaluation of recent consumers (within 2 weeks) of services provided by Korean and foreign-based airlines. Twenty (20) items for measuring service quality were categorized into three factor dimensions of 'food quality', 'employee service', and 'professionalism'. Among these, 'employee service' was rated highest by Korean and foreign-based airlines. When items representing each service quality dimension were analyzed and compared, only the 'food quality' dimension of Korean-based airlines was perceived higher than that of other foreign-based airlines. Findings also revealed a spectrum with some items with higher or lower mean values within each service quality dimension. Results of this study can expectedly be used to benefit both from a theoretical and practical point of view by providing empirical data that measure the service quality of in-flight meal service.

• Electronics and Telecommunications Trends
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• v.33 no.4
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• pp.70-80
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• 2018

Drones are now widely used in civilian applications such as filming, leisure, agricultural control, monitoring, and the generation of 3D-spatial information, deviating only from military drones. In the field of logistics, prototypes are emerging in the area of logistics transportation, and to develop a future transportation service under the name of a drone tax, each country is introducing its first flight results using its own unique drones. In this paper, we review the domestic and overseas trends of drone delivery service technology, which requires various capabilities such as automatic flight, and review the related core technologies. We then propose the flight capability and road map of a drone delivery service according to the detailed conditions such as the flight area, visibility, and flight method. Additionally, in connection with the postal processing of the Korea Post Office, which would be a main demand for this type of service, we describe a method for realizing a drone delivery service based on the structure, scenario, and deployment of the drone delivery system.

• Journal of Distribution Science
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• v.16 no.3
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• pp.69-77
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• 2018

Purpose - As more low cost carriers are introduced, the competition between the low cost carriers to become the nation's leading low cost carrier is also being intensified. The purpose of this study is to select various choice attributes for low cost carrier and figure out important factors that customers take into account for low cost carrier selection. The study also involves in establishing the relationship between perceived value, customer satisfaction, and customer behavior Intention, in an effort to identify choice attributes that are important to customers' low cost carrier. Research design, data, and methodology - To examine these research models, samples were collected from 247 peoples who visited In-Cheon international Airport during June, 2017. Results - The results of the study showed that, 'reservation service', 'airport service', 'in-flight service', and 'price' services have a significant effect on the perceived value of the choice attributes. While 'reservation service', 'airport service', 'in-flight service', and 'flight operation service' have a significant effect on the customer satisfaction of the choice attributes, perceived value has a significant effect on customer satisfaction. Perceived value has a significant effect on customer behavior intention. Finally, customer satisfaction has a significant effect on customer behavior intention. Conclusions - Flight operation service has no significant effect on perceived value of the choice attributes of low cost carriers, which indicates that the low cost carriers have not yet been well-established in the flight operation service sector. It seems likely that low cost carrier will be able to gain a competitive advantage over other companies if they expand their routes and improve the convenience of flight connections. In addition, the results show that the price service does not have a significant effect on customer satisfaction of the choice attributes of low cost carriers. From this, we may assume that the airline ticket prices of low cost carriers are already low, and the price cannot be a deciding factor in the competitive advantage of low cost carriers. To achieve higher customer satisfaction of the choice attributes, companies should strengthen the competitiveness of 'reservation service', 'airport service', 'in-flight service', and 'flight operation service'.

• Journal of the Korean Society of Food Culture
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• v.14 no.4
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• pp.305-317
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• 1999

An attempt was made to provide valuable information to improve service quality and customer satisfaction for in-flight catering service. The customers' demographic characteristics that impact on service quality and customer satisfaction were examined for a group of customer. 474 customers who have been used the airplane within 1 year were participated in this study. Statistical analysis was performed using SAS software program (version 6.01) for descriptive analysis, factor analysis, t-test and ANOVA. The results of the study can be summarized as follows: 1. Service Quality in In-flight catering was assessed on the basis of 18 service quality attributes and 5 dimensions derived from a factor analysis. After comparing customers' perception to customers' expectation regarding in-flight service quality, the quality of dimensions for 'meals', and 'sanitation' were not showed any significant differences. However, the expectation for dimensions of 'diversity of menu', 'providing information', and 'the degree of concern to the customers' were rated significantly higher than the perception for those. 2. Among the demographic variables, age and gender had highly influences on the customers' expectation and perception regarding service quality and customer satisfaction. 3. The korean food that the customers wanted to have for in-flight meals was investigated. Among the kinds of gruel(jook), abalone gruel(jeonbok-jook), pumpkin gruel(hobak-jook), and pine-nut gruel(jat-jook) were chosen to have for in-flight korean meals. It was rated that the preferences for beef soup(sogogikook), hot spicy beef soup(youkgaejang), brown sea-weed soup(miyoukkook) were higher than others in soup group. The preferences for boiled rice with assorted mixture(bibimbab) showed the highest and beef and rice soup(seoleongtang), boiled rice with four the staple cereals(ogogbab) were preferred higher than the others in main dish group. Bulgogi was rated the most popular dish. Korean style punch with omiza(whachae), sweet rice dish(yaksik) and fried glutinous rice cake(gangjeong)showed high preferences in dissert.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.22 no.3
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• pp.33-49
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• 2014

The object of this study is to verify the effects of job stress on burnout and job satisfaction of flight attendants and to confirm the difference in the effect on the consciousness of full service carrier and low cost carriers' flight attendants. In order to confirm, the study examines the relationship between job stress, burnout, and job satisfaction of airline cabin attendant. A survey was done for 55days from January 5th 2014 on flight attendants and total 200 valid samples were analysed. The results of the study demonstrated significant relationship and difference in job stress, burnout and job satisfaction of flight attendants between full service carrier and low cost carrier. As a result, the study is significant as it satisfaction between divergent airline work environment.

• Asia-pacific Journal of Multimedia Services Convergent with Art, Humanities, and Sociology
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• v.7 no.1
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• pp.35-44
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• 2017

In this paper, we attempt to investigate the moderating effect of brand power on the effect of in-flight service quality on customer satisfaction and recommendation in the aviation industry. The results were as follows. First, in the case of high brand power FSC(full service carriers), the cost-to-benefit ratio as well as all other flight service properties influence to customer satisfaction. However, in the case of low brand power FSC, the cost-to-benefit ratio showed a greater impact of customer satisfaction compared to other in-flight services. Second, as in the case of customer satisfaction, while the cost-to-benefit ratio more influence to customer recommendation than other in-flight services in low brand power FSC, the cost-to-benefit ratio as well as all other flight service properties influence to customer recommendation together in high brand power FSC. Therefore, low brand power FSC required tit-for-tat strategy against to LCC(low cost carriers) by pursuing disruptive innovation for price. And high brand power FSC required sustaining innovation strategy through improving flight services.