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An Evaluation of Airports' Service Provision Based on Consumer Perception  

Park, Yong-Hwa (인하대학교 아태물류학부)
Choe, Jeong-Gyu (인하대학교 대학원)
Publication Information
Journal of Korean Society of Transportation / v.25, no.2, 2007 , pp. 27-37 More about this Journal
Abstract
This research has been carried out for assessing the competitiveness of the major Asian airports based on the quality of service provision. Five airports were selected for evaluation: Hong Kong, Singapore Changi, Tokyo Narita, Bangkok Don Muang, and Seoul Incheon International Airport. For evaluation of these selected airports, AHP and IPA techniques were applied. Five main factors were defined through a literature review of previous studies: concreteness, convenience, economic efficiency, respondency, and accessability. Hong Kong International Airport had the strongest airport in the Asian region, followed by Incheon International Airport. The least competitive airports were Bangkok and Tokyo Narita International Airport in regards to users' perception for the provision of services at the airport.
Keywords
Service qualify; airport's competitiveness; AHP analysis; IPA technique; Incheon International Airport;
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