Airline Service Research Articles

포스트 코로나 시대 항공서비스 전공 대학생의 학업스트레스가 자기효능감, 중도탈락의도에 미치는 영향

In this study, we attempted to conduct an empirical study on the effect of academic stress and self-efficacy on the dropout intention of college students majoring in airline services. The survey was conducted through a total of 200 questionnaires from Aug 28th to Sep 11th in 2023. Data from an survey of 188 valid samples were collected with SPSS 18.0. program and AMOS 18.0 program presented the evidence for a reasonable level of validity and reliability of this model. The results are as follows. First, among academic stress, emotional exhaustion and cynicism did not have a negative effect on self-efficacy. On the other hand, decreased efficacy was found to have a negative effect on self-efficacy. Second, self-efficacy was found to have a negative effect on school intention, student intention, and parent intention on dropout intention. Third, self-efficacy was found to have a mediating effect between decreased efficacy and dropout intention. The significance of this study is to find ways to maintain college life by increasing self- efficacy in order to prevent college students majoring in airline services in the post-corona era from having the intention of dropping out while experiencing academic stress. Through this, we are seeking ways to reduce the intention to drop out by increasing the self-efficacy of college students at local universities that are facing a crisis due to a decrease in the school-age population.

온라인 강의에 대한 항공 서비스 전공 대학생의 인식 유형 비교: 2년제와 4년제 대학교를 중심으로

온라인 강의에 대한 항공 서비스 전공 대학생의 인식 유형 비교: 2년제와 4년제 대학교를 중심으로

The Effect of Self-regulated Learning Ability on Learning Commitment and Learning Satisfaction : Focused on Student Majoring in Airline Service

The Effect of Self-regulated Learning Ability on Learning Commitment and Learning Satisfaction : Focused on Student Majoring in Airline Service

A Study on Sentiment Analysis on Airline Quality Services: A Conceptual Paper

Airline quality service is crucial for airlines to remain competitive in the industry. The quality of the services of these airlines must meet customer satisfaction and other aspects of the overall service experience. The levels of service quality in an airline service may impact satisfaction and loyalty which may influence customer sentiment. Concerning the importance of airline quality service, customer sentiment towards the service must be investigated and one of the ways to analyze it is by using sentiment analysis. Sentiment analysis is the chosen tool nowadays to analyze comments or reviews made on these services, which may be positive, negative, or neutral. Using sentiment analysis, will not only help potential customers to view the overall sentiment portrayed, but organizations can also use the findings to improve their organization to be more competitive. Thus, this paper will focus on reviewing several recent works related to sentiment analysis as a tool for assisting organizations in assessing the quality of services in the airline industry. As a result, a new framework for assessing the quality of service for the organizations, especially the airline company will be proposed.

Service failure monitoring via multivariate multiple linear regression profile schemes with dimensionality reduction

Service failures can be manifested through customer complaints in the form of negative reviews. It is vital for businesses to monitor the occurrence and severity of customer complaints to help balance service failure responses and costs. Existing monitoring schemes can detect complaint anomalies but fail to explain the reasons for these anomalies. We propose new multivariate multiple linear regression profile (MMLRP) based schemes to monitor the relationship between customer complaints and identified explanatory variables. Conventional MMLRP-based schemes suffer performance loss with more than five explanatory variables, and the fixed parameters drawn from a historical process are unsuitable for a changing review-generation process. As such, we apply dimensionality reduction techniques to the explanatory variables and incorporate the variability in new review samples. We use both simulation analysis and an airline service case study to show the effectiveness of our proposed MMLRP-based schemes in customer complaint anomaly detection and diagnosis.

Neural Network in Aircraft Customer Satisfaction Prediction

The aviation service market has become increasingly competitive in recent years, and airlines are constantly seeking new ways to attract more customers and improve their market share. One effective method of assessing customer satisfaction is through evaluating the quality of airline services. In this paper, the target is to explore the influence of various airline services to customer satisfaction. The study identified four key service types that have a significant impact on customer satisfaction. These include Wi-Fi service, online boarding pass printing service, business class customer service, and personal travel customer service. Improving the quality of these services or lowering their price may result in higher satisfaction evaluations, thus attracting more customers and increasing market share. The study found that improving the quality of services for business class customers can have a significant impact on satisfaction levels. For personal travel customers, offering specific promotions or service upgrades can lead to higher satisfaction evaluations. Additionally, for all types of customers, offering high-quality economy class services can significantly reduce negative evaluations and increase the likelihood of repeat business. Overall, the findings suggest that airlines should focus on improving the quality of these key service types to attract more customers and improve their market share. By offering high-quality services at a reasonable price, airlines can enhance their reputation and build a loyal customer base, leading to long-term success in the competitive aviation industry.

Airline travellers' ethnocentric tendencies and their impact on travellers' behaviours: Extending consumer ethnocentrism to airline services

Although recent political and economic conflicts have highlighted the significant role of ethnocentrism, empirical investigation into the consequences of this concept in the travel and tourism industry, especially airline services, remains under investigation. Therefore, this study aims to develop an integrated scale to capture airline travellers' ethnocentric tendencies that fit with the characteristics of airline services and go beyond the socioeconomic perspective of the existing measures of ethnocentrism, as well as to investigate their impact on travellers' behaviours. Data were gathered using questionnaires and were analyzed using EFA, CFA, and SEM. The results showed that the developed multidimensional scale has adequate reliability, validity, and predictability. It also confirmed the significant influence of travellers' ethnocentric tendencies on their perceptions of service quality, perceived value, and loyalty. Nevertheless, these effects were more prominent in travellers' behaviours towards national airlines compared to foreign airlines. The study concludes with implications for airline services marketers.

Moderated mediating effect of appearance satisfaction on the relationship between academic major satisfaction, self-esteem, and employment stress by airline service major students

Introduction. Airline service major students choose their academic major to be flight attendants after graduating from secondary education. They are therefore likely to be satisfied with the airline service major, as students can learn qualified airline service-related knowledge and skills. However, they also have higher employment stress than students majoring in other majors. This is because physical appearance is an important aspect of the job interview. It is therefore necessary to study academic major satisfaction, self-esteem, and appearance satisfaction to reduce employment stress among airline service major students. Methods. The participants in this study were 339 airline service major students from four universities. Data were collected from freshmen (31%), sophomore (14.7%), junior (28%), and senior (26.3%) students majoring in airline service. This study used SPSS Win.21.0 statistics programs to conduct the frequency test, reliability and correlation tests. For the moderated mediation analysis, ‘Model 14 of PROCESS macro ver.4.0’ was used as the statistical method. Results. First, employment stress had negative correlations with both academic major satisfaction (r = -.326, p<.01) and self-esteem (r = -.401, p<.01), while academic major satisfaction had a positive correlation with self-esteem (r = .433, p < .01). Second, appearance satisfaction was found to have conditional indirect effects on the relationship between academic major satisfaction and employment stress through self-esteem that were significant (p < .01) when the appearance satisfaction values were 4.0 (-.2218~-.0776) and 5.0 (-.3775~-.1505), respectively. Therefore, the moderated mediation effect of resilience was verified. Conclusions. This study found that airline service major students with high appearance satisfaction have decreased employment stress. The results of this study indicate that students’ appearance satisfaction should be fostered and reinforced with the goal of increasing improving airline service major students’ self-esteem and decreasing their employment stress.

Exploring the impact of working capital in the U.S. aviation industry for profitability and shareholder value

This study examines how working capital impacts profitability, shareholder value, and the relationship between COVID-19 and airline size for the top ten U.S. commercial airlines from 2010 to 2021. Working capital is the short-financing indicator crucial for airline management facing economic uncertainty. This research applied dynamic panel data regression using the Hausmann-Taylor panel regression and the general method of moments to avoid heteroskedasticity, endogeneity, and unbiasedness. The cash conversion cycle, the current ratio, the quick ratio, and working capital are explanatory variables. Revenue growth rates, earnings-per-share, and return-on-assets are the explained variables for profitability and shareholder values. The authors find that the previous year's activities, days in inventory (DII), days-sales-outstanding (DSO), and COVID-19 as dummy variables impact profitability and shareholder value. The DII, DSO, and days-payable-outstanding of the large airline companies are more prominent than those of small airlines. The value of this study is that it is the first to explore working capital and its impact on profitability and shareholder with its determinants in the airline service industry, including the pandemic period.

Airline Service Quality and Passengers’ Loyalty in the Nigerian Civil Aviation Sector

In this study, we investigated the role of airline service quality in influencing passengers’ loyalty in the Nigerian civil aviation sector. The study specifically examined the effects of pre-flight, in-flight and post-flight service quality on passengers’ loyalty. Being a cross-sectional study, we obtained primary data from 400 passengers of airlines in two major airports in South-South Nigeria – Calabar and Uyo Airports using an online structured questionnaire. The questionnaire contained measures adapted from extant relevant studies for valid and consistent measurement. After data collection, the study hypotheses were then tested using multiple regression method. The findings indicated that pre-flight, in-flight, and post-flight service quality had significant positive effects on passengers’ loyalty towards Nigerian airlines. These findings hereby constitute substantive empirical evidence to conclude that airline service quality plays an indispensable role in influencing passengers’ loyalty in the Nigerian civil aviation sector. Therefore, we recommended that Nigerian airlines should consistently improve the quality of their pre-flight, in-flight and post-flight services on a continuous basis in order to deliver satisfactory travel experience to passengers at every point of service encounter.

Sentimental Approach to Airline Service Quality Evaluation

This paper focuses on the analysis of traditional methods of service quality evaluation and represents a new sentimental approach to airline service quality evaluation employing user-generated content. It identifies aspects of airline service that passengers react to positively or negatively using the word cloud method—a basic straightforward exploratory analysis tool. The aim is to introduce an approach that can be implemented using freely available analytical software tools and freely available data. As a case study, authors evaluated selected airlines’ service quality using sentimental analysis of user-generated content. The research relied on sentiment analysis of Twitter posts related to selected airlines’ service quality. The paper describes how Twitter can be used for data mining, sentimental analysis, and airline service quality evaluation. The authors analysed over 30,000 posts related to the service quality of Ryanair, Southwest Airlines, American Airlines and KLM and proposed two types of word clouds (for each individual airline) which allow more informed decisions about enhancing the service quality of selected airlines. Compared to rather expensive traditional methods of airline service quality evaluation, such as onboard surveys of airline passengers or on-site surveys of passengers at airport departure gates, the key advantages of this new approach are the availability of free data and free analytical software tools. Moreover, this approach allows analysis of the service quality of competing airlines and, thus, provides internal opportunities for comparison. The results contribute to the literature by clarifying how both positive and negative passenger feedback impacts airline service quality and airline product planning.

When Satisfaction Takes Flight: Unraveling the Impact of Passenger Satisfaction on Passenger Loyalty with the moderating role of Price Sensitivity in Airline Industry

The airline industry is highly competitive, and airlines need to provide high-quality services to attract and retain customers. This study examines how airline service quality, safety regulations, airline safety and empathy affect consumer satisfaction and how price sensitivity moderates this effect. Airlines must deliver high-quality services to attract and keep customers in a competitive industry. Moreover, how price sensitivity moderates the relationship between service quality and passenger satisfaction. The results indicate that airline service quality, safety requirements, safety, and empathy affect customer satisfaction. Airline service quality, safety regulations, empathy are the most essential factors affecting passenger satisfaction. Price sensitivity moderates the relationship between passenger satisfaction and passenger loyalty, price-sensitive passengers more likely to switch airlines if they are dissatisfied. The study emphasizes the necessity of high-quality services to improve passenger satisfaction for airlines. To satisfy customers, airlines must prioritize safety, Empathy, ticket pricing, and service quality. Airlines must also recognize price sensitivity's moderating influence and develop strategies to serve price-sensitive passengers. This study adds to the literature by examining how airline service quality, safety regulations, empathy, and price sensitivity affect passenger satisfaction. In a competitive industry, airlines must focus on different service aspects to improve passenger satisfaction and passenger loyalty.

The process of interactivity culture building among undergraduates majoring in airline service post COVID-19 - Focusing on the moderation effect of achievement goal orientation -

The process of interactivity culture building among undergraduates majoring in airline service post COVID-19 - Focusing on the moderation effect of achievement goal orientation -

Improving flight delays prediction by developing attention-based bidirectional LSTM network

Recently, the significance of accurate aircraft delay forecasting has grown in the aviation sector, which caused multi-billion-dollar losses faced by airlines and airports and passenger loyalty losses. Due to the importance of accurate flight delay prediction for all stakeholders involved, the aviation sector seeks to develop techniques for more robust flight delay prediction. Is quickly becoming an important research issue to improve airport and airline service performance and offer customers dependable travel itineraries. Machine learning techniques have been used in a number of studies to evaluate and resolve issues with flight delay prediction. This paper proposes a framework integrated network called ‘Attention-based Bidirectional long short-term memory’ (ATT-BI-LSTM) for flight delay prediction. The Bidirectional LSTM model extracts the spatial and temporal of the flight network with weather features. The ‘Attention mechanism’ has been proposed to enable the model to discover significant and discriminating features that contribute to categorization. The first stage of the proposed framework is the ‘preprocessing of dataset’ which is performed through two steps. The first step is data transformation using MinMax scaler to reduce the variation in the data. The second step is ‘balancing the dataset’ using SMOTE technique for balancing data. The second stage is the establishment of the ATT-BI-LSTM network through the deep tuning experiments of network structure to identify the best combination of parameters and network architecture. To validate the performance of the proposed framework, a wide network of US domestic flights tested in two scenarios. In Scenario 1, the objective is to predict the delay of flight arrival and departure, by using basic flight features with the weather. In Scenario 2, the objective is to predict the delay of flight arrival, by using basic flight features with departure delays. Simulation results show that in scenario 1, the training accuracy of flights’ delay is 88% in both flight delay arrivals and departure, and the testing accuracies of flights’ delay 83% and 82% in departure and arrival respectively. On the other hand, in scenario 2, testing accuracies are 94.30% and 93.71% in the two datasets respectively. The simulation results show that the ATT-BI-LSTM model outperforms other models found in the literature. Therefore, the developed ATT-BI-LSTM framework can contribute strongly to mitigating flight delays by providing a high accuracy prediction system in real-time monitoring to airport and aviation authorities.

Passenger perspectives on airline service quality in post-flight services: A conceptual analysis

Passenger perspectives on airline service quality in post-flight services: A conceptual analysis

A Study on the Changes in Safety Perception of Air Passengers in the Living with COVID-19 Era: The Case of South Korea

Due to changes brought upon by covid in society, the aviation industry has also entered a new phase that is different from the early days of the COVID-19 outbreak. Therefore, this study aims to enhance our understanding of people's response to the COVID-19 pandemic and their perception regarding aviation safety. Specifically, the study investigates whether in-flight services focusing on sanitation and preventative measures against the virus alleviated negative emotions such as fear and anxiety among passengers, and how this affected their risk perception and group efficacy through cognitive value. To achieve the purpose of the study, an online survey was conducted in December 2021 of passengers with experience boarding aircraft after the COVID-19 outbreak, and 211 valid responses out of 308 were used for analysis. The analysis of the data revealed that in-flight services had a positive effect on cognitive value, which in turn had a positive effect on risk perception and collective efficacy among air passengers. The overall evaluation of in-flight services indicated that passengers now place a greater emphasis on hygiene and quarantine measures. Furthermore, there has been a notable promotion of passengers' efforts and attitudes towards not only ensuring their own safety but also the safety of others and society, which has resulted in a significant improvement in responsible behavior. Key Words: cognitive value, group-efficacy, collective efficacy, safety perception, inflight service, airline service quality

The effects of Curriculum Quality in the Department of Airline Service on the Cabin Crew’s Perceived Job Confidence and Job Adaptation

The effects of Curriculum Quality in the Department of Airline Service on the Cabin Crew’s Perceived Job Confidence and Job Adaptation

An Approach for Quick Method of Estimating Passenger And Aircraft Demand for Feeder Air Services in India

The recent and the proposed entry of new airlines both in the ‘no-frills’ and in the "full service" categories has completely changed the aviation scenario in India. Obviously this explosive increase in capacity will have a profound effect on the economy of the airlines both in the short term as well as in the long-term period. A growth of over 25% per annum in passenger traffic may not be sustainable for long; thus galloping increase in capacity may result in mergers and strategic alliances of airlines on one side and closing down of some of the airlines on the other side. A point, which is to be noted is that, most of the new entrants also operate in the major trunk routes and serve the metros and the major cities. What appears to have not been tapped is the equally large potential in the regional and short haul sectors, which serve major, and small city pairs and also act as feeders to the major hubs.Realizing the importance of this, the government in its new civil aviation policy has given thrust to regional/ short-haul air travel. In this paper, an attempt is made to review the hierarchy of airline networks in India with respect to trunk, major and feeder routes. The air passenger traffic carried in terms of revenue passenger kilometers (RPK) is compared with upper class rail traffic. The present status of feeder airline services in India is outlined. It is pertinent to study the passenger traffic demand in these feeder routes as compared to upper class rail traffic as some percentage of upper class rail passengers are willing to shift to air travel due to marginal difference between airfare and upper class rail fare and time factor. The future RPKs are forecasted based on the actual RPKs data and the estimated RPKs of earlier market survey. A suitable aircraft size for airline operations in these feeder routes is arrived at based on existing air traffic data by a simplified approach from the basic principles of airline business. A macroscopic measure is used to determine the aircraft demand by assuming average block speed and utilization for each aircraft type. A sensitivity analysis was carried out for various levels of traffic growth keeping in view the sharp increase of air travel in recent years and further growth in air traffic fuelled by feeder sector as the hinterland opens up industry, services and tourism.

A netnographic study with social media comments for investigating service failures

AbstractThis study demonstrates a netnographic study to investigate airline service failure types and to test differences of linguistic patterns among complaint types on social media user comments. User comments in an airline's Facebook community were scraped and service failure types were systematically classified with the measurement developed by thematic coding and literature review. The results presented frequently occurring service failure categories in airline service operations. A T‐Test was conducted to confirm the significant differences in linguistic characteristics between complaint comments and non‐complaint comments. Word frequency analysis showed distinctive word themes between the two comment groups. Research and managerial implications were provided.

Analisis Kinerja Personel Inspektur Angkutan Udara Otoritas Bandar Udara Wilayah III pada Optimalisasi Pengawasan Standart Pelayanan Minimal PT. Lion Mentari Airlines


 In order to realize aviation safety, security and services, it is necessary to carry out control, supervision and investigation activities by air transport inspectors. Flight services provided by the Air Transport Business Entity for economy-class passenger services, Scheduled Commercial Air Transportation and domestic flight routes. The intended passenger service standards include several things, including pre-flight service standards, in-flight service standards, and post-flight service standards. Pre-flight service standards consist of: flight information, reservation, ticketing, check-in, boarding process, handling of flight delays, flight cancellations and enied boarding passes. Because the number of inspectors in carrying out supervision can also be an influential aspect of the results of the Minimum Standard Inspection of the service. This study aims to determine the factors that get the results of optimizing Air Transport Inspectors on Lion Air airlines. This research is descriptive using qualitative methods with data collection methods in the form of observation, interviews, and documentation. The data obtained is in the form of interviews with the Air Transport Inspector at the Surabaya Region III Airport Authority Office as well as documents used to carry out daily activities. The results of this study show the factors that constrain the control team of the Air Transport Inspector for Lion Air airlines on the Supervision Result Sheet instruments. Namely the unsupervised air transport inspector of airline officers directly at each airline service sub-unit due to a shortage of air transport inspector personnel.
 Keywords: Supervision, Performance, Air Transport Inspector