A Study on the Customers' Service Expectation Level: The Effects of Distribution Service Excellence Awards for an Airport

공항의 기대서비스 수준에 관한 연구: 유통서비스기관 평가결과의 효과를 중심으로

  • Chun, Jeong-Lee (Dept. of Business Administration, Korea Aerospace University) ;
  • Park, Sang-Beom (Dept. of Business Administration, Korea Aerospace University)
  • Received : 2018.09.17
  • Accepted : 2018.11.10
  • Published : 2018.11.30


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.