Browse > Article
http://dx.doi.org/10.9708/jksci.2019.24.02.149

Research on Impact of Airport Service Quality on Passenger Satisfaction: A Comparison of Incheon Airport and Beijing Capital Airport  

Liu, Zi-Yang (Department of Global Business Graduate School, Kyonggi University)
Guo, HanWen (Department of Global Business Graduate School, Kyonggi University)
Publication Information
Journal of the Korea Society of Computer and Information / v.24, no.2, 2019 , pp. 149-155 More about this Journal
Abstract
The purpose of this paper is to design a survey of passenger satisfaction by using the Likert five-scale for the passengers of Incheon International Airport and Beijing Capital International Airport in China, and to combine the actual service situation of the airports in the two countries, using SPSS statistical software. Analyze and process statistics. Using the questionnaire survey method and exploratory factor analysis method, the airport service quality is analyzed to analyze the impact model of customer satisfaction. We will sort out the customer satisfaction with the two airports, compare and analyze the gaps in airport services between the two countries, and identify problems to formulate optimization and improvement plans.
Keywords
Airport Service; Service Quality; Consumer Satisfaction; Customer perceived; Customer loyalty;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Xiangfen Kong, Xiaobei Wang . Research on Quality Evaluation of Flight Delay Service Remedy Based on Weighted SERVQUAL Model[J]. Industrial engineering(5), 75-84, 2014.
2 Brida J G, Moreno-lzquierdo L,Zapata-Aguirre S. Customer perception of service quality: The role of Information and Communication Technologies (ICTs) at airport functional areas[J]. Tourism Managment Perspectives, 016, 52, 90-98, 2016.
3 SangHoon Lee. A Study on the Influence of National Impression on Tourist Image. Tourism and Leisure Studies. 29(5). 5-24. 2017.
4 Brida J G, Moreno-lzquierdo L,Zapata-Aguirre S. Customer perception of service quality: The role of Information and Communication Technologies(ICTs) at airport functional areas[J].Tourism Managment Perspectives, 52, 90-98, 2016.
5 Carmen B.C. Enrique M.A., David M.R. The influence of employee organizational citizenship behavior on customer loyalty. Internationally Journal of Service Industry Management, 15(1), 27-53, 2004.   DOI
6 Lemer J.A needle for transbronchial aspiration cytology[J].Journal of the Royal College of Surgeons of Edinburgh, 29(5), 316-317, 1984.
7 Wu Minghai. Flight Delay Governance Research - Taking Wuhan Tianhe Airport as an Example. 2018-05.
8 Liou. J. J. H,Tang C H,Yeh W C, et al. A ddecision rules approach for improvement of airport service quality[J]. Expert Systems with Applications, 38(11), 2011.
9 Seonggu Ji, SukKi Hong, "Development of International Air Quality Service Quality Scale," Industrial Economics Research, Vol. 18, No. 3, 1179-1201, 2005.
10 Dae Sung Jang & Min Soo Kim, "A study on the relationship between tangible quality and customer loyalty related to airline crew," Journal of Korean Society for Production Management, Vol. 16, No. 3, 133-155, 2005.
11 Olson, Jerry C. Price as an Informational Cue, Effects in Produc Evaluation. In Consumer and Industrial Buying Behavior Arch G, Woodside, Jagdish N, Sheth and Peter D, Bennte eds. [M]New York : North Holland Publishing Company, 267-86, 1977.
12 Zeithaml, V.A. Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52, 2-22. 1988.   DOI
13 Cardozo, R. N. "An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Research", 244-249, 1965.
14 Oliver, R. L. Measurement and Evaluation of Satisfaction Processes in Retail Setting, Journal of Retailing, 57, 25-48. 1981.
15 Dutch,A. Handbook for Customer Satisfaction, Lincoln wool, IL. NTC Business Book, 38, 1994.
16 MeiChen Yu. Research on Passenger Satisfaction Evaluation of Service Quality in Public Area of Xin zheng International Airport Terminal Building. Journal of Xi An Aeronautical College. 36-4, 2018.
17 Ling Cao. The Relationship between Service Quality and Customer Loyalty-Based on the Research of China CABLE. Value Engineering. 16-20, 2019.
18 Kotler & Armstrong. Marketing principle.5th edition[M]. Shanghai Translation Publishing House, 1996.
19 Qun Xie, Strategies to enhance the competitiveness of Bai Yun International Airport. Ability and Wisdom. 236/238, (27), 2018.
20 Jian Wang. Loyalty program: How does the airport attract tourists? . China Civil Aviation News, 10, 2012.
21 Parasuraman, A. V. A. Zeithamland L. L. Berry, "Aconceptual model of service quality and its implications for future research," The Journal of Marketing, Vol.49, No.4, 41-50, 1985.   DOI