Browse > Article

Study on comparison of quality factors, which effect on service satisfaction by passengers who use multi-airport  

Jang, Soon-Ja (한국공항공사)
Kim, Kee-Woong (한국항공대학교)
Publication Information
Journal of the Korean Society for Aviation and Aeronautics / v.18, no.3, 2010 , pp. 55-69 More about this Journal
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
Multi-airport system; Airport Vitalization; Airport Service Quality; Customer's Satisfaction; Loyalty;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Westbrook, R. A & Reilly, M. D., "Value-Percept Disparity, An Alternative to the Disconfirmation of Expectation Theory of Consumer Satisfaction", Advance in Consumer Research, 1993, pp.256-261
2 World Economic Prospects, 2009
3 Richard de Neufville, 'Management of Multi-Airport Systems: A Development Strategy, Technology and Policy Progran, Massachusetts Institute of Technology,2006
4 Tse D. K. & Wilton P. C."Models of Consummer satisfaction Formation : An Extension", Journal of Marketing Reserch, 1988, pp.204-205
5 David A. Garvin, "What does Product Quality Really Mean?", Sloan Management Review, Vol.26(Fall), 1984, pp.25-43.
6 Parasuraman, Berry & Zeithaml, "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perception of Service Quality," Journal of Retailing, 64(1). 1988, pp12-40
7 Ndoh, N. N. and N. J., Ashford, Evatluation of Transportation Level of 99Service Using Fuzzy Sets", Transportation Research Record, 1994
8 Oliver, "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision", Journal of Marketing Research, Vol. 17, 1980
9 Tung-Zong Chang and Albert R. Wildt Price, Product Information, and Purchase Intention: An Empirical Study, Journal of the Academy of Marketing Science Winter, Vol. 22, 1994, pp.16-27
10 Gronroos, A Service Quality Model and Its Marketing Implications", European Journal of Marketing, 1984, pp.18.
11 山內弘陸,, "國際 hub 競爭과 日本의 航空政策의 今後", 日本土木學會誌 Vol. 89, 2004, pp24.
12 Dick과 Basu, "Customer Royalty: Toward and Integrated Conceptual Framework, Journal of the Academy Marketing Science, Vol. 22, 1994, pp.99-113   DOI   ScienceOn
13 Cronin J. Joseph and Steven A. Taylor, "Measuring Service Quality:Reexamination and Extension," Journal of Marketing, Vol. 56, 1992, pp.55-68.
14 Cronin & Taylor, "A Reexamination and Extension", Journal of Marketing, 1992, pp.58-59,
15 박명섭, "국제항공운송의 이해", 우용출판사, 2005, pp.225
16 박우진, "일본 수도권 다공항시스템에 관한 연구(하네다공항의 경쟁력강화 전략을 중심으로)", 성균관대학 대학교 대학원, 박사논문, 2007
17 Airport Council International, "ACI World Report", No. 11/12, November/December, 2002, pp19.
18 Bitner, M. J., "Evaluating Service Encounters: the Effects of Physical Surroundings and Employee Respondence", Journal of Marketing 54, 1990
19 최현정, "대구국제공항 이용고객의 만족도 제고방안", 계명대학교 석사논문, 2005
20 Airbus, 2008
21 송윤건 외, "서비스품질과 관계품질의 성과, 한국경영학회, 경영학연구, 2006, 제4호, pp.1261-1280
22 김민수, "인천국제공항 서비스품질의 특성과 이용만족 및 충성도에 관한 연구(한국인.중국인.일본인을 중심으로), 경기대학교 대학원 박사논문, 2007
23 이유재 외, "서비스산업의 현황에 대한 실증연구, 한국소비자학회, 소비자학연구, 7-2, 1996, pp.129-157
24 전순란, "인천국제공항 서비스품질 평가에 관한 연구", 경기대학교 대학원 석사논문, 2002
25 윤문길, '한중일 항공운송자유화와 영향분석',한중일항공심포지엄, 메이필드호텔, 2008
26 이길수 외, "관광학원론", 한올출판사, 2001, pp319.
27 이승창, "인천국제공항 서비스품질지수 개발 용역 최종보고서", 인천국제공항공사, 한국항공정책보고서, 2002