Research on Impact of Airport Service Quality on Passenger Satisfaction: A Comparison of Incheon Airport and Beijing Capital Airport

Zi-yang Liu (LIUZIYANG); HanWen Guo (곽한문)

doi:10.9708/jksci.2019.24.02.149

Research on Impact of Airport Service Quality on Passenger Satisfaction: A Comparison of Incheon Airport and Beijing Capital Airport

Journal of The Korea Society of Computer and Information
Abbr : JKSCI
2019, 24(2), pp.149-155
DOI : 10.9708/jksci.2019.24.02.149
Publisher : The Korean Society Of Computer And Information
Research Area : Engineering > Computer Science
Received : January 28, 2019
Accepted : February 25, 2019
Published : February 28, 2019

Zi-yang Liu ¹, HanWen Guo ²

¹경기대학교 글로벌비즈니스학과
²경기대학교

Accredited

ABSTRACT

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.

KEYWORDS

Airport Service, Service Quality, Consumer Satisfaction, Customer perceived, Customer loyalty

Citation status

* References for papers published after 2023 are currently being built.

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KJCKorea
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Journal of The Korea Society of Computer and Information 2023 KCI Impact Factor : 0.65

Research on Impact of Airport Service Quality on Passenger Satisfaction: A Comparison of Incheon Airport and Beijing Capital Airport

ABSTRACT

KEYWORDS

Citation status

* References for papers published after 2023 are currently being built.

Journal of The Korea Society of Computer and Information 2023 KCI Impact Factor : 0.65

Research on Impact of Airport Service Quality on Passenger Satisfaction: A Comparison of Incheon Airport and Beijing Capital Airport

ABSTRACT

KEYWORDS

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* References for papers published after 2023 are currently being built.