Journal of the Korea Society of Computer and Information (한국컴퓨터정보학회논문지)

Korean Society of Computer Information (한국컴퓨터정보학회)
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Research on Impact of Airport Service Quality on Passenger Satisfaction: A Comparison of Incheon Airport and Beijing Capital Airport

  • Liu, Zi-Yang (Department of Global Business Graduate School, Kyonggi University) ;
  • Guo, HanWen (Department of Global Business Graduate School, Kyonggi University)
  • Received : 2019.01.28
  • Accepted : 2019.02.25
  • Published : 2019.02.28
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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

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Fig. 1. research model

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Fig. 2. Structural equation model analysis (Korea)

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Fig. 3. Structural equation model analysis (China)

Table 1. Definition of quality of service elements

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Table 2. Reliability Analysis (Korea)

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Table 3. Reliability Analysis (China)

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Table 4. Validity Analysis (Korea）

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Table 5. Validity Analysis (China）

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Table 6. Hypothesis test results (Korea)

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Table 7. Hypothesis test results (China)

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