The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model

Abstract

This study applied a service performance (SERVPERF) model to measure service quality and used a quantitative method for testing four research hypotheses. This research aims to examine the impacts of foreign flight attendants’ service quality on behavioral intention toward their home country. As a result, the service touch of foreign flight attendants was influenced by curiosity, image, and behavioral intention toward their home country. Thus, this is an important finding that flight attendants conduct a crucial role not only for the airline but also for tourism in their home country. And empathy was found to be the most important dimension of service quality when a flight attendant offered a service to foreigners. This dimension was related to individual attention and communication skills. However, the limitation of this study is that the respondents were passengers of only one nationality; further research should, therefore, include a more diverse range of nationalities.

A Deep Learning Approach to Analyze Airline Customer Propensities: The Case of South Korea

“…The results showed that verbal and non-verbal communication by flight attendants (especially those who worked at overseas airlines) had significant impacts on customer satisfaction and reuse intention. On the other hand, Yu and Hyun [15] used several statistical measurements, including regression and path analysis models, to determine how the behavior of foreign flight attendants can have an impact on the home country's curiosity and image. The study results suggested that empathy was the essential factor when delivering a service to airline passengers.…”

“…Existing studies [6][7][8][9][10][11][12][13] investigated the various factors of airline servicescape influencing customer churn risk and satisfaction in the airline industry, such as in-flight meal and beverage, in-flight entertainment and prices. There were also several studies [14][15][16] that examined the influence of physical and social servicescapes on airline customer propensities. However, while most of the studies that dealt with airline servicescapes so far have limited the human service to only the cabin crew, the ultimate purpose of this study is to connect airline customer propensities with brand loyalty by extending the human service to the viewpoint of passengers.…”

Sự Hài Lòng Của Khách Du Lịch Với Hoạt Động Du Lịch Đường Sông Ở Tuyến Sông Hàn, Thành Phố Đà Nẵng

“…Hoạt động du lịch được coi là tiến hành một cách chuyên nghiệp, khi khách hàng cảm thấy an toàn và yên tâm. Nhà cung cấp dịch vụ không thể cung cấp một trăm phần trăm sự hài lòng về chuyên môn cho khách hàng của họ trừ khi họ có thể truyền niềm tin vào tâm trí khách hàng (Shafiq et al, 2019;Yu & Hyun, 2019). Đối với DLĐS, độ an toàn được biểu hiện qua việc xác lập niềm tin, cung cấp thông tin, trang bị các thiết bị an toàn đối với các dịch vụ trên sông, đồng thời đảm bảo môi trường du lịch an toàn, an ninh trật tự đảm bảo, có đưa ra các khuyến nghị để không xảy ra sai sót, không có ăn xin, chèo kéo, chặt chém khách du lịch.…”

Análisis de la calidad de servicios públicos de salud con el modelo SERVPERF: un caso en el Istmo de Tehuantepec

“…Independientemente de la metodología de cada modelo y de los planteamientos de sus creadores, se debe precisar que tanto el SERVPERF como el SERVQUAL son instrumentos confiables y válidos para estimar la calidad de los servicios, lo cual ha quedado constatado en trabajos como los de Jain y Gupta (2004), Salomi et al (2005), García y Díaz (2008), y Bayraktaroglu y Atrek (2010). Al igual que con el SERVQUAL, numerosas investigaciones se han ejecutado con base en el modelo SERVPERF en actividades como la hotelería (Ho et al, 2014); la banca (Torres y Luna, 2017); y la industria aeronáutica (Yu y Hyun, 2019). De manera adicional, estudios como los de Le y Fitzgerald ( 2014…”