Service Evaluations from Korean Airline Industry

Service Quality has gained increasing attention in both from academia and practitioners since a standardized service quality measurement, SERVQUAL, has introduced. It has been applied to various service industries since the creation of the service measurement scale. As the recent emergence of the Low Cost Carriers(LLCs)in Air-line industry, service differentiation and customer satisfaction takes critical role in order to sharpen competitive edges to both Full Service Carriers(FSCs) and LLCs. The current research aims to explore the nature of service quality in airline and its relationship to customer satisfaction. Further, it attempts to investigate service evaluation differences from experience and non-experienced customers.