The Effect of Waiting Environment of Airline Service on Perceived Waiting Time and Service Quality

항공사 서비스 과정의 대기환경이 지각된 대기시간 및 서비스 결과품질에 미치는 영향에 관한 연구

  • 이지영 (경기대학교 서비스경영대학원) ;
  • 한희은 (경기대학교 경영학과 일반대학원) ;
  • 최성우 (경기대학교 경영학과)
  • Received : 2015.09.22
  • Accepted : 2015.11.17
  • Published : 2016.03.28


This study aimed to prove that the effect of waiting environment on perceived waiting time and service quality evaluation of airline service procedure. Survey was conducted by questionnaires that were distributed to international airlines passengers who arrived at the airport. Totally, 300 samples were circulated, and 231 samples among those were collected. According to the results, the suggested hypotheses were accepted except the regulation effect of waiting acceptability. Physical environment has positive effect on the airport and boarding gate, and human environment has more positive effect in-flight service procedure. Thus, variables are correlated among waiting environment, perceived waiting time, and service quality evaluation of airline service. Acceptability as moderating variable has no effect due to passenger's pre awareness of estimated arrival and departure travel time certainly. At the end of this study, the results of this research can be conjugable on the airline industry, however, some limitations should be discussed by further study directions.


Waiting Environment;Perceived Waiting Time;Service Quality


  1. 장대성, 김영택, 전순란, "공항이용객과 항공사 종사자간 김포 국제공항 서비스 품질 평가와 만족에 관한 연구," 대한경영학회지, 제29권, 제9호, p.282, 2001.
  2. Dube-Rioux, "Schhmitt and Leclerc, "Cunsumer's Reactions to Waiting When delays Affect the Perception of Service Quality," Advance in Consumer Research, Vol.16, pp.59-63, 1989.
  3. P. John and M. Dent, "Improving Service: Managing Response Time in Hospitality Operations," International Journal of Operations & Production Management, Vol.14, pp.52-58, 1994.
  4. 윤성욱, 김수배, "의료서비스에서 물리 환경, 공정성, 지각된 대기시간이 재이용의도에 미치는 영향," 마케팅과학연구, 제12권, pp.1-20, 2003b.
  5. D. T. Donavan and M. A. Hocutt, "Customer Evaluation of Service Employee's Customer Orientation Extension an Application," Journal of Quality Management, Vol.6, pp.293-306, 2001.
  6. 서용원, "공정성 지각과 리더의 행동간의 관계분배공정 리더십과 절차공정 리더십의 차별효과," 한국심리학회지: 산업 및 조직, 제15권, 제3호, pp.113-132, 2002.
  7. M. K. Hui and D. K. Tse, "What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation," Journal of Marketing, Vol.60, No.2, pp.81-90, 1996.
  8. 박유식, "지각된 대기시간과 서비스 생산시간이 품질평가에 미치는 영향," 소비 문화연구, 제2권, 제2호, pp.109-333, 1999.
  9. J. Hornik, "Subjective vs Objective Time Measures: A note on the perception of time in consumer behavior," Journal of Consumer Research, Vol.11, No.1, pp.615-618, 1984.
  10. D. H. Maister, "The Psychology of Waiting Lines in The Service Encounter," 1985, Jone Czepiel, Michael Solomon, and Carol suprenant, eds, Lexington, MA: Lexington Book, 1995.
  11. S. Taylor, "Waiting for service: The Relationship Between Delays and Evaluation of Service," Journal of Marketing, Vol.58, No.2, pp.56-69, 1994.
  12. 최은주, "공항 내 항공기 탑승객의 대기시간 관리에 관한 연구," 관광경영학회, 제10권, 제2호, pp.241-260, 2006.
  13. M. J. Davis and M. Maggard, "An Analysis of Customer Satisfaction with Waiting Times in a Two-stage Service Process," Journal of Operation Management, Vol.9, pp.61-69, 1990.
  14. 박윤주, 대기시간 배려가 지각된 대기시간, 서비스품질 및 고객만족에 미치는 영향: 패밀리레스토랑을 중심으로, 경기대학교 서비스경영전문대학원, 박사학위논문, 2010.
  15. 정영미, "지각된 대기시간과 공정성이 감정반응 및 서비스평가에 미치는 영향," 동북아관광연구, 제8권, 제16호, pp.183-203, 2012.
  16. 조정은, 대기시간이 서비스 품질평가와 재구매 의도에 미치는 영향과 그 조절변수에 관한연구, 서울학교 대학원, 석사학위논문, 2005.
  17. A. Pruyn and A. Smidts, "Effects of Waiting on the Satisfaction with the Service: Beyond Objective Time Measures," International Journal of Marketing, Vol.49, No.4, 1998.
  18. J. C. Chebat, P. Filiatrault, G. C. Chebat, and A. Vaninsky, "Impact of Waiting Attribution and Consumer's Mood on Perceived Quality," Journal of Business Research, Vol.34, pp.191-196, 1995.
  19. 이상석, "항공서비스 품질의 경쟁력," 품질경영학회지, 제24권, 제4호, pp.124-140, 1996.