데이터마이닝과 질적연구 분석법을 활용한 항공기 기내안전에 대한 승객의 위험지각과 기내 방송 서비스 품질에 관한 탐색적 연구

초록

Airlines prioritize service and safety to enhance service quality. Aircraft safety, along with service quality, positively influences passenger satisfaction, reuse intention, and recommendation intentions, closely related to passengers' perceptions of risk. This study explores passengers’ perceptions of airline service quality and the role of in-flight announcements in enhancing it. Data mining was used to analyze TripAdvisor reviews for domestic and international FSC airlines, and qualitative research with domestic airline flight attendants captured in-flight announcement experiences. Findings show that while “safety” appeared less frequently, it strongly impacted service quality evaluations, as passengers paid close attention to safety-related announcements. This confirms in-flight announcements as essential for conveying safety information. The study highlights that passengers value safety and timeliness, emphasizing the role of announcements in safety communication. Practically, it suggests minimizing routine announcements, enhancing crew motivation, and using announcements as competency tools through training and competitions.

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