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The Effect of the Waiting Experience on Airport Service Quality and Customer Satisfaction
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공항 대기 과정에서 경험하는 환경적 요소가 서비스 품질 및 고객만족에 미치는 영향

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Type
Academic journal
Author
Journal
Aviation Management Society Of Korea 한국항공경영학회지 한국항공경영학회지 제16권 제5호 KCI Accredited Journals
Published
2018.1
Pages
29 - 49 (21page)

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The Effect of the Waiting Experience on Airport Service Quality and Customer Satisfaction
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The airport is transforming into a huge industry that creates high value-added goods such as logistics, culture, tourism, and commerce, not just space for aircraft to land. Recently, international airports are paying attention to the factors that customers experience while using the airport. This is because the quality level of the various facilities and services of the airport experienced by the customers directly affects the overall service quality perception of the airport. Airport customers use the facilities of the airport or experience the various services provided by the airport at the service process stage for departure, entry and transfer. Especially, the outbound passengers who occupy the largest portion of the airport passengers pass through the waiting process, which takes a considerable amount of time from the airport to arrive at the airport, and use and experience various facilities and services. In this study, the environmental factors of airports which have not been paid much attention in airport service quality research have been examined in terms of management of waiting. Due to the nature of the airport service, waiting time is inevitable, so the environmental factor of the airport where the customer stays during the waiting time is very important. Therefore, this study examined the influence of the major environmental elements of the airport that customers use and experience during airport waiting time on the overall service quality of the airport. This study classified the environmental factor of the airport which is used by the departing customers in the process of waiting at the airport into seven factors: food and beverage stores, shopping stores, restrooms, banks, internet services, cultural performances, and facilities/moods. In order to test hypothesis, this study conducted the survey for outbound passengers among domestic passengers at Incheon airport passenger terminal. Only those customers who used all 7 factors were included in the analysis. The results of this study are as follows. First, it is found that among the environmental factors experienced in the airport waiting process, shopping stores, restrooms, cultural exhibitions/performances, airport facilities and moods positively affect the overall service quality of airports. Also, the result show that service quality has a positive effect on customer satisfaction, and customer satisfaction affects airport image positively. In particular, it has been confirmed that the overall service quality of an airport has direct effects as well as indirect effects on airport images.
#Airport Environment #Airport Service Quality #Airport image #Customer Satisfaction #MOT #Waiting

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References (50)

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강태길 / 2007 / 공항레스토랑의 서비스품질이 고객만족에 미치는 영향에 관한 연구 / 호텔리조트연구 6(2):259~273 google schola 고재윤 / 2011 / 공항레스토랑의 서비스스케이프가 고객만족과 충성도에 미치는 영향에 관한 연구 / 호텔리조트연구 10(2):61~80 dbpia 김가령 / 2013 / 공항 이용객의 대기환경이 대기시간지각과 혼잡지각에 미치는 영향 / 호텔경영학연구 22(3):235~248 dbpia 김영진 / 2015 / 고객경험관리 기법을 활용한 인천국제공항 환승 서비스 품질개선에 관한 사례 연구 / 한국항공경영학회지 13(1):63~81 dbpia 김윤겸 / 2016 / ASQ 규준에 의한 공항 여객터미널의 공간구성과 연계성에 관한 연구 - 인천국제공항 제2여객터미널 현상설계를 중심으로 - / 디자인융복합연구(구.인포디자인이슈) 15(1):83~98 dbpia

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