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A Study on the Evaluation of Service Quality Index for International Airport Using MCJ  

Lee, Seung-Chang (한국항공대학교 경영학과)
Lee, Gang-Seok (한서대학교 항공교통관리학과)
Publication Information
Journal of Korean Society of Transportation / v.23, no.1, 2005 , pp. 45-54 More about this Journal
Abstract
The main purpose of this study is located at developing Ominibus Monitoring System(OMS) for the purpose of the internal management, which enable to establish job standards, find out matters to be improved, and appreciate for its treatment in a systematic way. It is through developing subjective or objective estimation tool with use of importance, perceived level, and complex index at international airport by each principal service items, The direction of this study came towards for the purpose of developing a metric analysis tool, utilizing the Quantitative Secondary Data, Analysing Perceived Data through airport user surveys, systemizing the data collection-input-analysis process, making data image according to the graph of results, planning service encounter and endowing control attribution, and ensuring competitiveness at the minimal international standards. It is much important to set up a pre-investigation plan on the base of existent foreign literature and actual inspection to international airport. Two tasks have been executed together on the base of this pre-investigation; one is developing subjective estimation standards for departing party, entering party, and airport residence and the other is developing objective standards as complementary methods. The study has processed for the monitoring services at airports regularly and irregularly through developing software system for operating standards after ensuring credibility and feasibility of estimation standards with substantial and statistical way.
Keywords
공항서비스;서비스품질지수;OMS;MCJ;평가척도;
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