Journal of the Korean Society for Aviation and Aeronautics (한국항공운항학회지)

The Korean Society for Aviation and Aeronautics (한국항공운항학회)
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A Research on the Factors affecting the Score of Airport Service Quality(ASQ) Considering the Interaction Between Airport Authority and Subcontractor

공항운영당국과 협력업체와의 상호관계에 있어 공항서비스평가(ASQ) 성과에 미치는 영향요인에 관한 연구

  • 김경숙 (한국항공대학교 항공경영학과) ;
  • 김기웅 (한국항공대학교 경영학과) ;
  • 최건희 (인천국제공항공사 마케팅본부 컨세션사업처) ;
  • 방장규 (한국교통대학교 항공운항학과)
  • Received : 2014.01.24
  • Accepted : 2014.03.19
  • Published : 2014.03.31
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Abstract

Incheon international airport has been successful, that is, the winner of Airport Service Quality (ASQ) evaluation performed by ACI(Airport Council International) for nine consecutive years. It goes without saying that such an outstanding performance was made not only by airport authority itself but by the collaboration among subcontractors at Incheon international airport. Since Incheon airport is showing more than 80% of outsourcing rate, it is important to mention and study the roles and functions of subcontractors who has made a major contribution to ASQ performance. According to empirical research in this paper, it was found out service attitude, communication skill and interdependence between airport authority and subcontractors were important factors affecting the ASQ score. It is also analyzed that those independent factors have an impact on ASQ performance through the intermediate factor of trust. As a result, service attitude and interdependence between airport authority and subcontractors have statistically a significant effect to the relational satisfaction and ASQ performance. It could be concluded that trust is significant factor determining the causal relationship among service attitude, communication skill, relational satisfaction and ASQ score.

Keywords

References

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