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http://dx.doi.org/10.5392/JKCA.2016.16.03.575

The Effect of Waiting Environment of Airline Service on Perceived Waiting Time and Service Quality  

Lee, Ji-Young (경기대학교 서비스경영대학원)
Han, Hee-Eun (경기대학교 경영학과 일반대학원)
Choi, Seong-Woo (경기대학교 경영학과)
Publication Information
The Journal of the Korea Contents Association / v.16, no.3, 2016 , pp. 575-585 More about this Journal
Abstract
This study aimed to prove that the effect of waiting environment on perceived waiting time and service quality evaluation of airline service procedure. Survey was conducted by questionnaires that were distributed to international airlines passengers who arrived at the airport. Totally, 300 samples were circulated, and 231 samples among those were collected. According to the results, the suggested hypotheses were accepted except the regulation effect of waiting acceptability. Physical environment has positive effect on the airport and boarding gate, and human environment has more positive effect in-flight service procedure. Thus, variables are correlated among waiting environment, perceived waiting time, and service quality evaluation of airline service. Acceptability as moderating variable has no effect due to passenger's pre awareness of estimated arrival and departure travel time certainly. At the end of this study, the results of this research can be conjugable on the airline industry, however, some limitations should be discussed by further study directions.
Keywords
Waiting Environment; Perceived Waiting Time; Service Quality;
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