Journal of the Korean Society for Aviation and Aeronautics (한국항공운항학회지)

The Korean Society for Aviation and Aeronautics (한국항공운항학회)
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Study on comparison of quality factors, which effect on service satisfaction by passengers who use multi-airport

복수공항 이용객의 서비스 만족에 영향을 미치는 품질요인의 비교 연구

  • Received : 2010.08.17
  • Accepted : 2010.09.15
  • Published : 2010.09.30
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Abstract

The role of airports in the metropolitan area in Korea is very important which is located on the center of Northeast Asia considered as the highest potential growth continent in the world air transport market. This study includes comparison on service quality between Gimpo Airport and Incheon Airport which are indicated as multi-airport system in the metropolitan area appraised by passengers from Korea, Japan and China, and analysis on primary factors of airport service which affect the customer satisfaction and loyalty. The service quality appraised in the order of Chinese, Korean, and Japanese and the analysis result indicated that the service quality factors which influence on customer satisfaction and loyalty were all different among passengers from three countries. Information service was the priority factor for customer satisfaction to Chinese and Korean, but Japanese considered that personal service was the most important factor. This research paper tried to provide many current issues and guides to operational strategy including plan for the specialized routes of multi-airport system in domestic metropolitan area.

Keywords

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