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A Study on Evaluating Korean International Airports' Service Quality and Critical Service Quality Factors for Customers' Satisfaction  

장대성 (경기대학교 경영학부 및 서비스경영 전문 대학원, 한국서비스연구소)
Publication Information
Journal of Korean Society for Quality Management / v.30, no.4, 2002 , pp. 26-43 More about this Journal
Abstract
This study was conducted to identify the differences in service quality between Incheon and Kimpo international airports and critical factors influencing satisfaction of their customers. According to the results of the study, all service quality factors of Incheon international airport except the service factor of geographical location were better than those of Kimpo international airport. However, all service quality factors of the two airports were evaluated inferior to those of American, western European and Japanese international airports. In addition the service quality factors such as response, safety, airport facility and geographical location were found as critical factors influencing satisfaction of the airport customers. The service quality factor of geographical location of Incheon international airport was measured much inferior comparing with other service quality factors. Thus, the results of this study suggest that the Korean government deliberate and benchmark the international airports of western Europe and the USA in determining the geographical location when planning new international airports.
Keywords
International Airport; Service Quality; Critical Factors; Customers' Satisfaction; Geographical Location; Benchmark;
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