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http://dx.doi.org/10.7469/JKSQM.2019.47.3.583

The Effect of Waiting Environment of Airline Service and Airport Service on Perceived Waiting Time and Service Satisfaction  

Lee, Ji Young (Asiana Airline)
Choi, Seong Woo (Dept. of Business Administration, Kyonggi University)
Publication Information
Journal of Korean Society for Quality Management / v.47, no.3, 2019 , pp. 583-595 More about this Journal
Abstract
Purpose: This study aimed to prove that the effect of waiting environment on perceived waiting time and service satisfaction of airline service and airport service procedure. Methods: Survey was conducted by questionnaires that were distributed to international airlines passengers. Survey data were collected 276 copies from 300 copies then analyzed using factor analysis and multi-regression analysis. The measurements of airline service procedure were divided by airlines service and airport service. Airline service segregated as before boarding and after boarding then airport service can be separated before boarding and after deplane by service procedure. Results: According to result, hypotheses were partially accepted. Human environment and Physical environment of airport service before boarding and after deplane were accepted. However perceived waiting time had effect on service satisfaction both airline and airport services. Thus some of variables are correlated among waiting environment. Acceptability as moderating variable has differences on high acceptable group and low acceptable group. Though waiting and delay were caused by controllable or uncontrollable reasons, there are certain negative feeling on waiting and delay on physical environment of airline service. Especially controllable delay and waiting are more negative than uncontrollable reasons. Conclusion: Some suggestions that given from researcher should be implemented to the airline industry to reduce perceived waiting time specially airport service procedure academically and practically.
Keywords
Airline Service; Airport Service; Waiting Environment; Perceived Waiting;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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