In-flight Service Research Articles

NCS 기반 항공객실서비스 영어교육에 관한 학습자 요구분석

This study aims to analyze the needs of students studying airline service English within the context of English for Specific Purposes (ESP). The 68 college students participated in a questionnaire which explored students’ attitudes to nine competency units and 33 competency unit constituents of Airline Cabin Service of the National Competency Standards (NCS) framework. For each competency unit constituent, students were asked to indicate their opinions in terms of wants, interests, and needs by assigning a score of 1 to 5 on a 5-point Likert scale. The results of the survey show that they think the competency units of 8 (Dealing with a medical emergency), 6 (Post-landing service), 9 (Cabin crew management), and 4 (In-flight service) are those they most want to learn, find interesting, and are necessary. The results of the study are compared with those of a previous needs analysis study of airline service industry experts and a content analysis of 10 airline service English textbooks. In terms of necessity, the results of this study demonstrate similarities in how the students and the industry experts ranked the nine competency units. However, these results show significant differences with the contents analysis of the 10 textbooks. To conclude, this study recommends an alternate sequence of the nine competency units based on the importance and necessity indicated by the students and the industry experts which could be used in future airline service English textbooks.

NCS 기반 항공객실서비스 영어교육에 관한 학습자 요구분석

This study aims to analyze the needs of students studying airline service English within the context of English for Specific Purposes (ESP). The 68 college students participated in a questionnaire which explored students’ attitudes to nine competency units and 33 competency unit constituents of Airline Cabin Service of the National Competency Standards (NCS) framework. For each competency unit constituent, students were asked to indicate their opinions in terms of wants, interests, and needs by assigning a score of 1 to 5 on a 5-point Likert scale. The results of the survey show that they think the competency units of 8 (Dealing with a medical emergency), 6 (Post-landing service), 9 (Cabin crew management), and 4 (In-flight service) are those they most want to learn, find interesting, and are necessary. The results of the study are compared with those of a previous needs analysis study of airline service industry experts and a content analysis of 10 airline service English textbooks. In terms of necessity, the results of this study demonstrate similarities in how the students and the industry experts ranked the nine competency units. However, these results show significant differences with the contents analysis of the 10 textbooks. To conclude, this study recommends an alternate sequence of the nine competency units based on the importance and necessity indicated by the students and the industry experts which could be used in future airline service English textbooks.

항공사 객실서비스에서의 비언어적 커뮤니케이션이 기업이미지와 기업충성도에 미치는 영향

항공사 객실서비스에서의 비언어적 커뮤니케이션이 기업이미지와 기업충성도에 미치는 영향

A study on Passengers Perspective towards in-flight food delivery and waste collection services

The quality of the direct airline services especially food delivery and waste collection services can affect the passenger’s impression toward the airlines. This study mainly focuses on determine Malaysian passengers’ characteristics in selecting flight services and identifying the perception of Malaysian passengers regarding in-flight food delivery service performance. The data was gathered through questionnaires from 405 Malaysian passengers from Malaysia's main international airport, Kuala Lumpur International Airport (KLIA). Software of IBM SPSS version 22 is used to analyze the collected data. This study contributes the knowledge on Malaysian passenger’s opinion regarding in-flight food delivery service and explores the areas that need for improvement. The findings of this result could be considered for the airline companies which trying figure out a way to maintain and improve quality of in-flight food service.

Testing Design Value of CC with Reflective SEM Line Application Data Resistance Design Medical Safety Reserve in Airport Abdul Rachman Saleh Malang, Indonesia

In-flight safety services are currently a top priority that cannot be separated from in-flight service components. Each airline has in-flight safety services, to provide services in accordance with Aviation Safety Law Regulations. Management of aviation safetymanagement services ranging from information submitted to airline users with accurate and accountable information on the truth of the data provided. The purpose of this study is to provide an overview Web-based application design data passenger medical record of in-flight safety services using ID Hostinger. Medical record data that is known by the public is only located in the hospital and is the patient's medical record data that is vital in the management of medical record data as a whole. An in-flight safety service includes: 1) providing passenger medical record information when departing and departing according to the intended flight destination. 2) Provide ease of passenger data to the airlines used, to provide in-flight safety services with medical record data of passenger data to obtain. The health service is in accordance with the intended Hospital and in accordance with the condition of the last complaint of the passenger. 3) Provide ease of passengers to claim health insurance in case of an accident with medical record data that has been integrated with the intended hospital. 4) Provide insurance claim information to the airlines in accordance with the medical record data and the intended hospital passengers. So it can be in the number of insurance claims that will be issued by the airlines in the event of an accident. The limitations of the problem in this study only describe how the in-flight safety service system uses airline passenger medical record data. By using airplane ticket purchasing system at each of the designated airline ticket counter and in cooperation with related Hospital and insurance party to claim medical expenses in accordance with the diagnosis of passenger medical record and patient's medical history at the time of inputby medical record officer in each counter integrated with the Hospital and passenger insurance. Web-based application prototype of the in-flight safety medical record data is run on the Server ID Hosting server.

Consumers from India and the USA have differing views of flight attendants

Airlines are continuously working to enhance in-flight services to create a superior customer user experience. Flight attendants play an important role in the customers' travel experiences. Flight attendants have the most interaction with the passengers, which directly impacts the passenger's flight experience. The purpose of the present study is to assess the cultural differences of trust, if any, between Indians and US with respect to the age and gender of flight attendants. Analysing this aspect of trust is performed through manipulating the age and gender of the flight attendant. A cross cultural analysis comparing data from both Indian and US participants was conducted specifically asking participants to rate their levels of trust in flight attendants described as male or female and either 25 or 55 years of age. The results and the practical application of the study are discussed that resulted in useful findings for the aviation industry.

USING THE ‘KANO MODEL’ TO IMPROVE THE SERVICE QUALITY OF LOW-COST AIRLINES IN THE MIDDLE EAST

This paper aims to improve passengers’ level of satisfaction with low-cost airlines (LCA) serving the Middle East. The ‘KANO model’ is used to identify the primary requirements of passengers with an aim to enhance the overall airline experience. Passengers flying on a selected number of leading low-cost airlines serving the Middle East formed the sample of the survey. Coefficients were calculated to demonstrate the satisfaction and dissatisfaction of passengers with LCA services, and the results were depicted on a quadrant scale. The primary findings confirmed that in-flight services’ dimension (seating comfort-cabin staff service-in-flight entertainment-quality of food and beverage) and air ticket prices (value for money dimension) dominated the five most influential factors affecting customer satisfaction. All service quality attributes were categorized according to the KANO model (Must be- one dimensional – attractive- indifferent). Finally, a number of recommendations were formulated to help low-cost airline managers design effective quality development strategies.

Redesigning In-Flight Service with Service Blueprint Based on Text Analysis

Airline services should be passenger-focused to be sustainable. In this study, we redesign an in-flight service process using a service blueprint while incorporating direct customer perceptions of service experiences. To incorporate these, we apply topic modeling to 64,706 passenger-written online reviews of airline services. Passenger experiences of in-flight services are the sum of experiences from service encounters in all the subsequent steps and we assume that their direct perceptions of their experiences are faithfully contained in the online reviews. Topics extracted from the reviews can be regarded as service encounters based strongly on passenger experiences. Then, the service encounters are reorganized within the framework of a service blueprint. The results show that the complexity, a number of service steps, decreases by 38% compared to the benchmark service blueprint. However, the divergence, a latitude of service steps, should increase for a couple of service encounters. Moreover, we quantitatively analyze the divergence using the probability of word frequency statistically distributed across topics. The in-flight service using the proposed design could be sustainable with respect to customer-focused service while considering direct customer experiences in real-time.

LB7. Contract Tracing Investigation Following First Case of Andes Virus in the United States

BackgroundIn January 2018, a patient admitted to a Delaware hospital tested positive for New World hantavirus by IgM and IgG ELISA. Subsequent testing by CDC’s Viral Special Pathogens Branch (VSPB) confirmed Andes virus (ANDV) by reverse transcription polymerase chain reaction (RT-PCR) and sequencing. ANDV is transmitted to humans through contact with long-tailed rice rats endemic to Argentina and Chile. Unlike other hantavirus species, ANDV can be transmitted person to person, but transmission is typically limited to close contacts of ill persons. Because of this risk, a contact tracing investigation was initiated by CDC, state and county health departments.MethodA suspect case was defined as a person with close contact with the traveler who became ill within the maximum incubation period (42 days) following last contact. A high-risk contact was defined as a person with exposure to the traveler’s body fluids. A low-risk contact was defined as a person who had provided care or in-flight service to, or was seated near the traveler for at least 1 hour, in the absence of exposure to body fluids. All contacts were advised to self-monitor their temperature daily for 42 days from last contact, and to seek medical care for any of the specified symptoms. Contacts that developed symptoms were tested for ANDV by RT-PCR and serology by VSPB.ResultFifty-three contacts were identified in six states; 51 were successfully reached. Of these, 28 were healthcare workers, 15 were airline contacts, seven were acquaintances of the traveler, and one was a hospital roommate. Two high-risk contacts were identified, both of whom remained asymptomatic. Six low-risk contacts reported influenza-like illness, diarrhea, or mild rhinitis during the incubation period. All six symptomatic low-risk contacts tested negative for ANDV by PCR, IgM, and IgG. The remaining low-risk contacts remained asymptomatic.ConclusionHospitalized patients with ANDV should be managed with standard, contact, and droplet precautions. While the risk of human-to-human transmission is low, contact tracing should be considered to identify potential cases and limit additional exposures. Health providers should consider ANDV in returning travelers with a nonspecific febrile or acute respiratory illness who have traveled to the Andes region of Argentina or Chile in the preceding 6 weeks.Disclosures All authors: No reported disclosures.

In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers

This study explores the components of negative customer-to-customer interaction (NCCI) regarding the in-flight service delivery process, classifies service quality attributes using the Kano model, identifies differences between groups in the classification of each attribute based on annual flying frequency, and introduces a service blueprint for in-flight NCCI management that includes customer satisfaction and dissatisfaction coefficients. The 26 NCCI management items were derived through focus group interviews and classified with Kano's model using data collected from 350 passengers who had experiences with international flying. Also, some NCCI management quality characteristics reflecting frequent flyers' needs were found to be distinct from those of infrequent flyers. Finally, the study produced a service blueprint for in-flight NCCI management with specific Kano quality categories as well as customer satisfaction and dissatisfaction coefficients. This research contains significant challenge in methodological integration by merging Kano's model with the service blueprint approach in the tourism research field.

Application of affective engineering to service industries: feelings from airlines’ in-flight service elements

Despite the importance of understanding customers’ feelings in the service industry, previous studies of Affective Engineering have focused mostly on physical products. On the other hand, this study aims to apply Affective Engineering to a service industry, specifically, airlines’ international in-flight services in order to analyse the relationship between service elements of airlines and customers’ feelings. To this end, this study followed the Schütte [Schütte, S. (2005). Engineering emotional values in product design: Kansei engineering in development (Doctoral dissertation). Linkoping: Institute of Technology, Linkoping University] model of Affective Engineering together with the methodology of Chen et al. [Chen et al., M. C., Chang, K. C., Hsu, C. L., & Xiao, J. H. (2015). Applying a Kansei engineering-based logistics service design approach to developing international express services. International Journal of Physical Distribution & Logistics Management, 45(6), 618–646] for spanning the space of properties and of Ayas et al. [Ayas, E., Eklund, J., & Ishihara, S. (2008). Affective design of waiting areas in primary healthcare. The TQM Journal, 20(4), 389–408] for data analysis. This paper found out that the most desired feelings for international in-flight services differ according to gender, and different service elements play important roles in the arousal of certain feelings among men and women. By extracting decision rules, this paper identified several service compositions that arouse strong safe feelings and friendly feelings for men and women, respectively. These detailed results provide managerial implications for the service design of airlines.

기내 서비스 품질 관리의 중요성과 필요성 : 항공사 일등석을 중심으로

기내 서비스 품질 관리의 중요성과 필요성 : 항공사 일등석을 중심으로

기내 서비스 품질 관리의 중요성과 필요성 : 항공사 일등석을 중심으로

서비스 품질은 고객 만족에 영향을 미치는 가장 중요한 요소로 다양한 분야에서 서비스 품질 향상을 위한 방안을 찾기 위한 많은 연구가 진행되어지고 있다. 항공산업에서 서비스 품질의 중요성도 예외는 아니다. 기내 서비스 품질은 승객의 전반적인 만족도를 평가하는 데 매우 중요하다. 따라서 본 연구는 기내 서비스 품질 관리의 중요성과 필요성을 입증하기 위해 다음과 같은 두개의 연구 목적을 가진다. 첫째, 본 연구는 네 가지의 기내 서비스 품질요인인 기내식 서비스, 물리적 환경, 승무원 서비스 수행, 오락서비스가 브랜드 충성도에 미치는 영향에 대해 조사하였다. 둘째, 본 연구는 인구통계학적 특성에 기초하여 기내 서비스 품질의 차이를 탐색하였다. 미국의 온라인 설문 조사 회사를 통해 202명의 일등석 승객을 대상으로 데이터를 수집하였다. 구조방정식 모델분석 결과에 따르면, 기내식 서비스, 물리적 환경, 승무원 서비스 수행과 같은 기내 서비스 품질의 세 가지 하위 항목이 브랜드 충성도에 긍정적인 영향을 미치는 것으로 나타났다. 또한, t-test와 one-way ANOVA 분석의 결과, 성별, 연령, 교육 수준, 결혼 상태, 소득 수준 및 직업에 따라 기내 서비스 품질에 부분적으로 통계적인 차이가 있음이 입증되었다. 본 연구의 통계 결과는 중요한 이론적 및 실무적 시사점을 가지고 있다.

An Analysis of the Customer Satisfaction from Service Quality of Himalaya Airlines

The main objective of the study was to find out customer satisfaction of Himalaya airlines and analyzed the factors affecting customer satisfaction level. One hundred structured closed ended questionnaires were developed and distributed among the passengers who travelled through Himalaya airlines at Tribhuvan International airport (Kathmandu, Nepal) to collect data for result. In order to examine the effect, customer satisfaction was taken as dependent variable and ticket fares, airport services, employee behaviors, flight reliability and in-flight services were taken as independent variable. The users of Himalaya airlines in general were satisfied. It is suggested to the management to focus on fares in comparison with competitors.Int. J. Soc. Sc. Manage. Vol. 5, Issue-2: 69-71

Entropi ve Aras Yöntemleriyle Havayolu İşletmelerinde Hizmet Kalitesinin Değerlendirilmesi - Evaluation of Service Quality in Airlines By Entropy and ARAS Methods

Nowadays, air transport has achieved a significant growth trend by offering fast and convenient transportation service. The fact that the aviation industry is an economically sensitive structure forces airline companies to prioritize the quality of service in order to gain competitive advantage. In this study, the service quality of 11 airline companies carrying the highest number of passengers in 2016 was evaluated considering that service quality is a very important factor in air transport as it is in all areas. The data used in the study are secondary data and obtained from the Skytrax website. In this context, passenger opinions about airport services, lounge services, inflight services and cabin staff are evaluated as the evaluation criteria. First of all, criteria weights were obtained by Entropy method and then service quality of airline companies was analyzed and ranked by ARAS method. ANA (All Nippon Airways) showed the best service quality performance as a result of the study.

Customer satisfaction of Vietnam Airline domestic service quality

The paper examines the relation between Vietnam Airline domestic service quality and customer satisfaction by gathering opinions from 402 passengers employing the Skytrax scale with some modification along with Cronbach’s alpha, exploratory factor analysis, and multiple regression analysis. Results show that Vietnam Airline domestic service quality can be measured by the following six determinants in order of decreasing importance: (1) boarding/deplaning/baggage, (2) check-in, (3) in-flight services, (4) reservation, (5) aircraft, and (6) flight crew. All of them have directly proportional effects to customer satisfaction. The paper also offers some suggestions to improve the service quality, thereby enhancing the customer satisfaction.

Turkey's Soft Power Capacity: Geopolitics of Aviation and the Turkish Airlines

With its more than 290 flight destinations, Turkish Airlines emerges as Turkey's new face of transportation and a major facilitator of Turkey's international reputation. The airlines' continental connections and in-flight services help Turkey's visibility not only in the air but also on the ground, as being the one of nation's image-making instruments and a national trademark. In this framework, this paper focuses on Turkish Airlines' contribution to Turkey's soft power capability while being essential to public diplomacy in the future.

Inflight Service Quality of Malaysia Airlines: Validation Using SEM and AMOS

This study analysed Malaysia Airlines’ inflight service quality (IFSQUAL) from the perception of passenger satisfaction because it was important to know passenger’s quality perception regarding the airline’s quality improvement. A total of 2,000 complete questionnaires were successfully compiled to build a sampling frame, and a total of 282 questionnaires were selected using a simple random sampling technique, which was one of the probability sampling methods. The data were analysed using the IBM-SPSS Amos 23.0 software. The latent construct measurement model had been validated through the Confirmatory Factor Analysis (CFA) procedure, and developed 30-item scale based on 4 distinct dimensions: Personal Attributes, Flight Safety, Inflight Service, and Passenger Satisfaction. The finding of Structural Equation Modelling (SEM) showed that approximately 93% of the variance in Passenger Satisfaction was accounted for with the predictors (R2=0.930). The direct and indirect (mediation) hypothesis testing had been verified with bootstrapping with 1000 samples, and 95% confidence level. Results revealed; five hypotheses were significant on the direct effect, and two mediation effects were not significant. We were able to identify the gap of this study; inflight service quality was not a ‘quick-fix’, and thus had to be approached from a long-term perspective.

A Study on Service Quality and Passenger Satisfaction on Indian Airlines

This study examines the underlying forces of service quality influences on passengers’ satisfaction in aircraft transport. The study examines which dimensions have a positive influence on service quality and which dimensions have the most and least important impact on service quality in international air travel, as perceived by airline passengers. The findings of this study are based on the analysis of sample respondents. This study analyzed the data from passengers of three classes, economy, business and premium. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. The dimensionality of perceived service quality in international air travel was explored and three dimensions were identified. These dimensions include in-flight service, in-flight digital service and back-office operations. The findings reveal that these three dimensions are positively related to perceive service quality in international air travel and of these dimensions, Cuisines provided, seat comfort safety are the most important dimension in in-flight service quality. Personal entertainment is the most important dimension as perceived by airline passengers in In-flight digital service quality. Online ticket booking is another dimension in back-office operations. In addition, the findings indicate that passengers’ satisfaction on different airline companies on basis of the services delivered.

ANALISIS FAKTOR BUDAYA KESELAMATAN DAN KESEHATAN KERJA (K3) PADA PENANGANAN KARGO DI BANDARA SOEKARNO HATTA INTERNATIONAL AIRPORT

Flight safety determined by various factors which related to human factors, both preflight and in-flight service. Cargo Handling is one of the contributors of airplane crash in the air. The purpose of this study are to obtain a profile of Health and Safety Culture (K3) and also to determine the factors that shape the Health and Safety Culture at the level of organizations, groups, individuals and the physical environment. This study can be categorized as a quantitative research with survey approach took place at Soekarno Hatta International Airport. Methods of analysis which employed in this research are Safety Climate Measurement Model of The British Health Safety Commission and Factor analysis . Population of this research is 110 employees of cargo warehousing with sample 53 employees using simple random sampling technique. The result of the anylisis shows that the values of Healt and Safety Culture in the cargo handling at Soekarno Hatta Airport are above the score / index average 5.0 which means that in general the whole individual in this section posses the moderate level of Healt and Safety values . The factor analysis which applied has reduced 19 factors into 11 factors that influence the Health and Safety Culture.