• Journal of Distribution Science
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• v.22 no.4
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• pp.79-89
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• 2024

Purpose: This study aims to enhance airport service quality by examining their impact on brand image, advocacy, and mediating brand trust in the aviation service distribution sector. Research Design, Data, and Methodology: Using existing literature, we propose a structural model exploring the relationships between key components which are service quality, brand trust, brand Image and brand advocacy. An online survey, based on prior literature, was administered to 287 Koreans who have experienced using facilities or services at Incheon International Airport (IIA). Statistical analysis employed confirmatory factor analysis (CFA) and structural equation modelling (SEM). Results: Research findings show significant impacts of airport service quality on brand trust. Increased brand trust positively influences airport brand image and advocacy. Conclusion: The study emphasizes the aviation industry's potential to boost brand trust through improved airport service quality via users' interactions. Service quality is critical factors in building brand trust. The findings emphasize the critical role of service quality in fostering brand trust. It underscores the importance of user's satisfaction with service quality in fostering brand trust which can lead to brand image and brand advocacy. The aviation industry should formulate policies and strategies to enhance brand trust improved service quality, thereby improving brand image and brand advocacy.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.26 no.2
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• pp.116-122
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• 2018

Due to the opening of Incheon International Airport Terminal 2, the operation range of ground operators is expanding and the workload is increased, which may cause a deterioration of the operation quality. Airline and airport corporations are concerned about safety delays as well as delays in flight due to delays in operations. Air traffic demand at Incheon International Airport is expected to increase steadily in the future. Therefore, this study intends to derive quality improvement plan by investigating the perception of stakeholders about the status of fishing service in order to improve service quality of Incheon airport ground handling company. The results of the analysis are expected to be used as basic data for improving quality of service.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.24 no.1
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• pp.62-70
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• 2016

Perception of outsource workers among Incheon Int'l airport employees was reviewed about the service performances of winning the ASQ awards in 11 consecutive years. 85% of Incheon airport operating authority(Incheon International Airport Corp.) and its outsource companies employees was composed of outsource workers. Thus, their thoughts might represent the overall perception of airport operating authority employees. The perception on the service performances of winning the ASQ awards was analyzed by researchers using attribution theory model. It is useful to apply attribution modeling in order to analyze the causal relationships among variables. Attribution is the process by which individuals explain the causes of behavior and events. Attribution theory is the study of models to explain those processes. According to empirical analysis, it was found outsource workers attributed the excellent service performance of Incheon airport to such an internal factor as service competence. However it was also implied they attributed to such external factors as the positive relationship and institutional support from airport and government authorities.

• Journal of Distribution Science
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• v.16 no.11
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• pp.47-56
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• 2018

Purpose - In this research, the expectation level of service of Incheon International Airport was investigated. Service expectation level is critical to the customers' satisfaction and should be managed. Regarding the expectation level of service, the concepts have been defined and introduced by some researchers including Zeithaml, Berry, and Parasuraman (1993). However, due to the difficulties of measuring the level, researches on the expectation level of service have been limited. The main reason of difficulties of measuring the effects is that desired service, adequate service, perceived service, predicted service which are the conceptual components of the expectation level of service are psychologically described concepts and thus are hard to set up standards and to measure numerically. All that one can discern is that desired service level is higher than adequate service level or perceived service level is lower than predicted service level under the certain conditions, etc. Research design, data, and methodology - In this research, the level of service and factors affecting the level are investigated using the case of an Airport. The main idea of research is to investigate whether a supposed factor that is alleged to affect the expected service level is working empirically. The supposed factor is service provider's promise to provide certain level of service to customers. Results - The research results can be summarized as follow. First, service provider's promise, in this case the Airport's Service Quality Award by Airports Council International which can be regarded as objective promise to provide the certain level of service to customers is turned out to be influential to factors affecting expectation level of service. Second, service provider's promise affects to move the customers' expectation level of service upward especially the service of delivering the necessary information to customers in the airport correctly and swiftly. Conclusions - The implications of the research results are, first, customers' expectation level of service in influenced by service provider's promise, second, airport's service award increases the level of customers' service level and as a result for the airport to meet the customers' expectation level of service more efforts should be made.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.25 no.4
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• pp.61-75
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• 2017

Recently Following changes in the airport industry, this study aims to investigate the relationship between physical servicescape elements, a travelers' enjoyment and/or anxiety, and traveler satisfaction in the airport environment context. Six airport service scape factorsd design, scent, functional organization, air/lighting conditions, seating, and cleanlinessd should be considered when evaluating traveler response. airport design features and pleasant scent have a positive influence on traveler enjoyment, generating satisfaction. This study also provides valuable implications for airport design, organization and development. By combining previous research on servicescapes and airport design, this study confirms the significance of servicescape attributes in transit service settings in Inchon international airport. The results of this study may help airport industry practitioners understand the airport environment from a passenger's perspective.

• Proceedings of the KOR-KST Conference
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• 1995.02a
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• pp.35-56
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• 1995

A methodology to the operation standards of the service performance of airport terminal fadlities using Perception-Response Model is discussed in this paper. The proposed approach has defined as the graphical presentation of the collective attitudes of a category of passengers towards the range of operational service at a facility of airport terminal. It adopts new concepts to establish service standards through special survey, that can achieve better interpretation of capadty and level of service at each facility. It is expressed in terms of perception of the passenger population of different amounts of the service measure and their response to the respective service conditions classified into distinct levels of satisfaction with service. The methodology can provide a practical service standards of airport terminals and may prove to be a practical and convenient technique to airport planners, designers, consultants, operators, and to airport managers.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.26 no.2
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• pp.108-115
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• 2018

This study was undertaken to explore the determinants affecting behavioral intention to adopt airport self-service. Based on the theoretical model incorporating the Unified Theory of Acceptance and Use of Technology (UTAUT) and the Technology Acceptance Model (TAM), in this study, a revised and extended model was proposed in order to better explain Airport Self-service adoption. Moreover, the aim was to determine the mediating effect of hedonic motivation on Airport Self-service adoption. The proposed model was empirically tested using survey data provided by 323 respondents and was analyzed using a multiple regression analysis.

• Journal of Korean Society of Transportation
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• v.12 no.4
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• pp.5-19
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• 1994

The new concept of level of service for the airport system indicates that there must be strong stimulation to proceed with the current stereotyped service standards which are being criticised due to their being based on, either physical capacity/volume or temporal/spatial standards that directly incorporates the perception of passengers. Quantitative factors have been dealt with the main service measurements when evaluating level of service. However, the passenger's perception for the provision service at the airport system is definitely important consideration to assess level of service. To enhance the reliability of service level evaluation from the passenger's point of view, this study has adopted three main evaluation factors ; temporal/spatial factors as quantitative measurements and comfort and reasonable service factors as qualitative measurements. The multi-decision model was constructed using Fuzzy Set Theory and applied to a case study at Seoul Kimpo International Airport. Results are presented in terms of passenger satisfaction with a variety of different values.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.7 no.1
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• pp.101-122
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• 1999

Analyzing the economic effects of establishing an airport in Chongju community, the authors have studied how much the new international airport will impact regional society and what the critical factors are for successful airport. We researched several foreign case studies and analyzed surveyed data in order to find out what dimensions passengers expect to feel good service. The findings have many implications for service theory and managers in airport management.

• Journal of Advanced Navigation Technology
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• v.2 no.2
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• pp.143-156
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• 1998

Incheon International Airport(IIA) is planned to open in about two years. Korean government has an ambition to make IIA a major hub airport in Northeast Asia. The most essential and required condition for an airport to be a successful hub airport in a certain region is to have more efficient flight service network than the other airports in the same region. IIA should compete with Japanese airports to be a major hub in Northeast Asia because Japanese government also has a plan to expand greatly the airport capacity in Tokyo area and Kansai airport in Osaka. It is necessary for both IIA and Korean national air carriers to compose efficient flight service network considering hub competition with Japanese major airports. As the liberalization of international air transport industry would give more marketing freedom to airlines, they would plan the flight service network and flight schedule based on market analysis instead of governmental regulations. In the economically liberalized environment, it is very required to analyze air passengers' flight choice behaviour in order to induce other carriers and passengers through IIA's attractive flight service network. Disaggregate model is more appropriate than aggregate model to analyze consumers' behaviour. The information derived from disaggregate choice model of air passengers could be utilized in devising efficient flight network and schedule plan. Value of travel time or trade off ratio between flight frequency and travel time which could be estimated from discrete choice model could be utilized for scheduling an efficient flight plan for airlines and composing efficient flight service network for IIA.