• 유통과학연구
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• 제15권7호
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• pp.53-59
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• 2017

Purpose - In the airline industry, an airport plays an important role. There are a lot of employees who work at an airport, and most of the workers experience restraints regarding leisure activities. Thus, there is a need for studying the internal marketing in the airport to better serve the worker. Although there is a lack of well-structured research regarding the restrictions and satisfaction factors experienced by the airport employees for their leisure activities, this research studies how the restrictions and satisfaction factors influence each other in relation to the internal marketing in the airport. The purpose of this research is to provide a detailed, real time research method for studying the restrictions and satisfaction factors in relation to the internal marketing that are experienced by the airport employees regarding their leisure activities. Research design, data, and methodology - This survey was conducted for airport employees working in two shifts. The questionnaire is 152 copies. The analysis method was used as SPSS statistical package 21.0 and Netminer 4.0 program. Social networks were analyzed for leisure satisfaction and leisure restrictions. Results - As a result of analyzing the linkage between variables for leisure satisfaction, most of the variables of leisure satisfaction are satisfied with "psychological factor" and "social factor". However, "educational factor" and "environmental factor" are not satisfied. In order to improve the leisure satisfaction of airport workers in the future, it is necessary to have an environment where leisure activities can be performed and related education. As a result of analyzing the linkage between variables of leisure restrictions, most of the variables in leisure restrictions are "personal factors" and "temporal factors". However, there are few restrictions on "cost-efficient" and "environment-friendly". Conclusions - In the future, in order to reduce the leisure restrictions of airport workers, they need to reduce work stress, psychological time and leisure allowance for leisure activities. However, it is difficult to solve these problems due to realistic problems including the specificity of working at the airport. This research presents an interdisciplinary analysis of how the restrictions and satisfaction factors influence each other in order to further advance the understanding of the constraints and satisfaction that are experienced by the airport employees.

• 한국컴퓨터정보학회논문지
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• 제24권2호
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• pp.149-155
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• 2019

The purpose of this paper is to design a survey of passenger satisfaction by using the Likert five-scale for the passengers of Incheon International Airport and Beijing Capital International Airport in China, and to combine the actual service situation of the airports in the two countries, using SPSS statistical software. Analyze and process statistics. Using the questionnaire survey method and exploratory factor analysis method, the airport service quality is analyzed to analyze the impact model of customer satisfaction. We will sort out the customer satisfaction with the two airports, compare and analyze the gaps in airport services between the two countries, and identify problems to formulate optimization and improvement plans.

• 한국컴퓨터정보학회논문지
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• 제21권7호
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• pp.67-75
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• 2016

This study aims to examine how international airport visitors perceived value effects on their satisfaction, revisit and recommendation intention. To archive the research goal 288 questionnaires were collected from Incheon international airport and was analyzed a frequency analysis, reliability analysis, exploratory factor analysis and correlation coefficient analysis from SPSS 21, a hypothesis through out confirmatory factor analysis and structural equation modeling from AMOS 7.0. As a result of the analyses, it was found that the models was appropriate in proving the hypotheses on interrelationships among perceived value, satisfaction and revisit & recommendation intention. First, perceived value is factorized as acquisition value, emotion value, monetary value and social value. Second, all factor of perceived value turned out to have affirmative effects on international airport visitors' satisfaction. Third, international airport visitors satisfaction turned out to have affirmative effects on revisit and recommendation intention. Overall, finding of this study enhance the theoretical progress on the experiential concept in international airport and offer important implication for international airport industry.

• 한국항공운항학회지
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• 제18권3호
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• pp.55-69
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• 2010

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.

• 한국항공운항학회지
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• 제31권2호
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• pp.38-45
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• 2023

The purpose of this study is to understand the effect of airport staff's attachment and participation to Incheon International Airport on satisfaction through mediating effects of development support and negative perception. This paper surveyed airline staff who worked at airport and conducted an empirical analysis based on survey results. This is because the effect of community members' attachment on satisfaction has been reviewed quite substantially. However, there has been insufficient research on the effect of attachment and participation on satisfaction through mediating effects of development support and emotional perception. According to empirical analysis, it was found that the participation of airport staff had a significant positive effect on satisfaction. In addition, support for development projects has also been proven to have a mediating effect. Following the empirical research results, this paper suggested implications for the 5^th development project at Incheon International Airport.

• 한국항공운항학회지
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• 제25권4호
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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.

• 품질경영학회지
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• 제30권4호
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• pp.26-43
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• 2002

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.

• 산경연구논집
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• 제15권1호
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• pp.1-8
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• 2024

Purpose: The purpose is to investigate the types of communication between aviation industry workers and passengers according to environmental changes following the COVID-19 pandemic. This study analyzes the impact of verbal and non-verbal communication styles of airport staff, especially those working at airline check-in counters, on passenger satisfaction. Research Design: The research design focuses on the impact of verbal communication styles and non-verbal communication factors of airline check-in counter staff, who represent the initial point of contact with passengers among airport staff, on passenger satisfaction. The survey period for sample collection was from July 1 to July 30, 2023, and the study was conducted targeting passengers boarding aircraft through Incheon Airport and Gimpo Airport. Result: First, it is important for airport staff to recognize all passengers, especially corporate customers, as corporate customers rather than simply as individuals boarding an airplane. Second, as the importance of non-verbal expressions increases due to the impact of COVID-19, physical and verbal responses are necessary. Third, it is important to check which language the passenger understands. Conclusions: Since communication through nonverbal expressions has become more important since COVID-19, airport employees need to recognize the importance of nonverbal communication. This awareness can serve as a foundation for building trust between airport staff and passengers.

• 한국항공운항학회지
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• 제25권4호
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• pp.31-43
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• 2017

Airport security staff are outsourced workers, whose status is a special security agent under the security service law in Republic of Korea, who are subject to persuing both profitability and public concern at the same time. This paper has chosen the sample of security staff working at Incheon airport. This is because airport security staff is being outsourced, this paper had made an empirical research such areas as the perception of job identity, public service motivation and organizational commitment through job satisfaction. According to statistical research, it was found the perception on job identity by airport security staff had a significant negative effect on both job satisfaction and organizational commitment. The more they have perceived their status as non-permanent status, the less they had job satisfaction and commitment at the same time as a special security agent at airport. Their perception of job identity had a significant effect on such public service motivation factors as 'absorbing public concern' and 'a solicitude'. Lastly, their motivation factors had also significant positive effect on job satisfaction and organizational commitment.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2001년도 추계학술대회 논문집
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• pp.35-38
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• 2001

This study was conducted a comparative study to identify the differences in service quality between Incheon and Kimpo international Airport and critical factors influencing satisfaction of airport customers. According the results of this study, all service quality factors except the service factor of geographical location of Incheon international airport are better than those of Kimpo international airport. However, all of service quality factors of Incheon airport are evaluated as inferior to those of american, western european and japanese international airports by both the airport visitors and the employees of one korean airliner. In addition the service factors such as response, safety, airport facility and geographical location are found as critical factors influencing satisfaction of the airport visitors and the airliner's employees. Among them the service quality factor of geographical location of Incheon airport is much inferior to that of Kimpo airport comparing with other service quality factors. Thus, the results of this study suggest that the managing team implement TQM and six sigma to enhance the service quality level of the Incheon international airport up to that of the american and western european international airport. Especially, it is strongly required that the Korean governmen deliberate in deciding the geographical location in case of planning new international airport because geographical location is related to not only traffic to airport but also safety of landing, taking off and flying.