A B S T R A C TThe purpose of this study is a) to examine customer needs for, and satisfaction in service quality of both LCCs and FSCs in South Korea, and b) to compare the differences between LCCs and FSCs. To achieve this goal, this study employs Kano model that is considered a useful method not only to analyze customers' needs and satisfaction but identify ways to improve customer satisfaction. Four main components of airline service quality were chosen: human service, physical service, and system service attributes. Data were collected from Korean passengers who experienced both domestic LCCs and FSCs. A total of 280 responses were used for the final data analysis. Based on Kano model, each service quality attribute was clarified into 'must be', 'one-dimensional', 'attractive', and 'indifferent' dimension. As results, 'must be' dimension was not found for both LCC and FSC. Most service quality items were clarified as one dimensional attribute for FSC while relatively more attractive attributes were found for LCC. Based on the findings, the theoretical and practical implications were discussed.

Abstract. The emergence and development of low-cost carriers(LCC) with competitive price is heating up the competition in the aviation market more, especially between low-cost carriers(LCC) and full-service carriers(FSC). Therefore, it became more important than ever to implement service differentiation strategies of each airline for securing customers and competitiveness. In this sense, the purpose of this study is to compare and assess the different expectations of the customers for airline service attributes pursued by FSCs and LCCs. Three main dimensions of airline service quality attributes (physical, human, and system service), were selected and this study clarified the service quality attributes of each airline carrier using Kano Model. Data were collected from Korean passengers who experienced both LCCs and FSCs for international or domestic flights. As results, this study demonstrated several differences in airline service quality attributes between FSCs and LCCs, which imply that each airline needs to adopt differential strategies to be more competitive. In particular, most physical-related attributes for FSCs were a 'must-be' dimension while the majority of attributes for LCCs was clarified 'one-dimensional' attribute. The current study also presented implications to be helpful in developing the quality of service and establishing marketing strategies for improvement in customer satisfaction.

The purpose of this study aims at segmenting the urban forest users’ market by motivation and analyzing the difference in perceived effects of urban forests. Based on a literature review, the study selected seven motivating factors of urban forest users: experiential activity, relaxatin/healing, health management, escape from everday life, daily leisure, affinity toward nature. Data were collected online from 21 to 29 Sepember 2020 with urban forest visitors. We analyzed 878 questionnaires received from those with experience of visiting an urban forest within the previous 24 months. We performed a cluster analysis to classify the subjects according to the characteristics of urban forest utilization, and assigned them to four clusters (rest in nature, family leisure, passive participation, and multiple pursuit). An additional analysis was performed to determine intergroup differences, which revealed differences in perceived benefits and healing effects of urban forests as well as satisfaction. The results of this study provide implications for urban forest operation and strategy setup.

The purpose of this study is to analyze the competitive relationships among the four major Global Distribution Systems (GDSs), which are representative reservation systems in the tourism industry by using niche theory. To that end, niche theory, which presents the three core concepts of niche breadth, niche overlap, and niche superiority, was combined with gratification in the uses to apply the gratification niche analysis technique. Based on an extensive literature review, four factors (core functions, system functions, service functions, and additional functions) to measure user satisfaction levels by function with GDSs were extracted. Online/offline questionnaire surveys were conducted with travel agencies’ airline counter staffs who had experience using all four GDSs, and in total, 324 copies of the questionnaire were used in the analysis. The analysis results confirmed that Sabre had a competitive edge in general over the other three GDSs, while TOPAS (Amadeus) and Galileo had a comparative competitive edge in certain functions. This study suggested concrete implications that can help individual GDSs in terms of their development of functions or the establishment of marketing strategies by verifying user satisfaction by the function of individual GDSs.

This study aimed to derive tourism motives and constraint factors that have changed or are newly applicable after COVID-19, and to identify the influencing relationships between these factors and complex aspects of tourism behavior intentions. For this purpose, the Push-Pull-Mooring model was used. To achieve the purpose of this study, prior literature and empirical studies were used to derive the primary measurement items through the primarily derived PPM model-based factors, and an online questionnaire survey was conducted with consumers who had had experience of overseas travel within the past two years. In total, 322 copies of the questionnaire were used for analysis. Through factor analyses, five push factors, four pull factors, and four mooring factors were derived. To understand tourism behavior intentions, each of the travel resumption times, preferred destination types, and preferred accommodation types were divided into three to conduct multinomial logistic regression analysis. The influence relationships between variables were verified to identify the changes in tourism behavior intentions caused by COVID-19, and the results indicated that some items of the PPM factors had significant influencing relationships with travel resumption times and preferred accommodation types. The preferred destination types were found to have significant influencing relationships with some items of the push/pull factors that were not found to have any influencing relationships with the mooring factors. This study is meaningful in that it presented motives and constraint factors for tourism behaviors from a new perspective based on changes in the tourism environment due to COVID-19, and the application of the PPM model and travel behavior is expected to be applied to diverse tourist behavior studies hereafter to achieve theoretical extensions.