• Journal of Korean Society for Quality Management
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• v.47 no.3
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• pp.583-595
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• 2019

Purpose: This study aimed to prove that the effect of waiting environment on perceived waiting time and service satisfaction of airline service and airport service procedure. Methods: Survey was conducted by questionnaires that were distributed to international airlines passengers. Survey data were collected 276 copies from 300 copies then analyzed using factor analysis and multi-regression analysis. The measurements of airline service procedure were divided by airlines service and airport service. Airline service segregated as before boarding and after boarding then airport service can be separated before boarding and after deplane by service procedure. Results: According to result, hypotheses were partially accepted. Human environment and Physical environment of airport service before boarding and after deplane were accepted. However perceived waiting time had effect on service satisfaction both airline and airport services. Thus some of variables are correlated among waiting environment. Acceptability as moderating variable has differences on high acceptable group and low acceptable group. Though waiting and delay were caused by controllable or uncontrollable reasons, there are certain negative feeling on waiting and delay on physical environment of airline service. Especially controllable delay and waiting are more negative than uncontrollable reasons. Conclusion: Some suggestions that given from researcher should be implemented to the airline industry to reduce perceived waiting time specially airport service procedure academically and practically.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.25 no.2
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• pp.77-82
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• 2017

Currently the international flight passenger visit at Incheon International Airport increased 12.4% compared to January 2017. Such increase affects on the congestion of an airport and the security check is one of the most congested area. There is a prejudice that airport security is not related to the airport service and is only a type of control that limits the quality of service. However, considering the huge impact that airport security agents have on passenger move within the airport, trustworthy, fast and kind service at airport security check is one of the most important part of airport service quality improvement. This research is an importance performance analysis of Incheon International Airport security service passenger satisfaction and its significance using IPA method. This research will contribute to the improvement of airport operation and service quality, by proving the relation between airport security and service.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.22 no.1
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• pp.85-94
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• 2014

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.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.19 no.3
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• pp.69-82
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• 2011

This paper tried to find out what the main factors are to impact on satisfaction level of transit passengers at Incheon airport. Incheon airport has made lots of transit facilities and services to attract transit passengers from neighboring airports to increase transit rate as high as advanced foreign airports such as Heathrow, Schiphol and Hong Kong. A survey was performed on 450 transit passengers resting at airport transit lounge in airside area. According to the result, it was found out to be significant factors affecting satisfaction of transit that convenience of security screening, price of duty-free product, a direction board & signage and terminal orientation among Chinese transit passengers. On the other hands, it seemed that Japanese transit passengers thought diversity of airline routes, convenient transfer flight schedule, total transit time and terminal orientation are major variables affecting their satisfaction. Considering the effect of demographic factors, Chinese passenger's satisfaction was more affected by age, travel purpose, the number of travel per year and flight destinations. However, Japanese transit passenger's satisfaction was only affected by the flight destinations, especially willing to travel to North America and Europe.

• The Journal of the Korea Contents Association
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• v.12 no.4
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• pp.426-437
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• 2012

The purpose of this study is to investigate the relationship between internal service quality, internal customer satisfaction and management outcome of airport security agents. This study had selected special securities from Incheon airport of October, 2011 for population. Using judgment sampling method, 282 samples were drawn and were used for the final analysis. Questionnaire used in study is composed of total 43 questions and using SPSSWIN 18.0, frequency analysis, factor analysis, reliability analysis, multiple regression analysis and path analysis were performed. Cronbach's ${\alpha}$ value which shows the reliability of the survey came out to be over .686. The conclusion is following: First, internal service quality of airport security agents affects internal customer satisfaction. That is, as corporality, responsiveness and empathy increase, internal supply satisfaction and job satisfaction also increase. Second, internal service quality of airport security agent affects job performance. That is, as corporality, reliability and responsiveness increase, non-financial performance and financial performance also increase. However, when empathy is not activated well, financial performance is decreased. Third, airport security agent…s internal customer satisfaction affects job performance. That is, as activation of internal supply satisfaction increases, nonfinancial performance and financial performance are increased. Fourth, airport special security agent…s inside quality of service exerts direction indirect effect in inside customers satisfaction and management result. That is, inside customers satisfaction is an important variable that mediate inside quality of service and management result.

• THE INTERNATIONAL COMMERCE & LAW REVIEW
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• v.33
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• pp.167-190
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• 2007

The aim of the study is to investigate the factors which decide an airport service quality and the differentiation of perception on the airport service quality between airport users and airport authority. For the purpose of this study, the determinants of airport service quality were factors analyzed on the basis of service marketing concept. In order to identify an airport service quality dimension, the writer conducted mail survey and individual interview from the Korean freight forwarders, the 3PL entities, integrators and the airport operation authority. The result of this study is summarized as follows. 1. The dimen measurement was confirmed as a superior method to dimension of service competitiveness.sions of airport service quality consist of five factors; tangibles, reliability, responsiveness, assurance, empathy. 2. There are notable differences in cognition of airport service quality between airport authority's perception and airport customer, and between airport customer's perception and expectation.

• Journal of Distribution Science
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• v.17 no.5
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• pp.29-37
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• 2019

Purpose - This paper analyzes the effects of the SST characteristics at airports on behavioral intention through technology acceptance and customer satisfaction, and presents a strategic plan for introducing SSTs to airports providing differentiated services. Research design, data, and methodology - We examine the role of airport self-service characteristics and access the influence of the Technology Acceptance Model (TAM) on both customer satisfaction and behavioral intentions towards SSTs. To do this, a survey is conducted with passengers having used self-service technologies(SSTs) at Incheon International Airport. A total of 400 questionnaires are then analyzed using structural equation modeling. Results - According to the results, of the self-service characteristics, customer satisfaction and behavioral intention were affected by optimism through perceived ease of use, perceived usefulness, and perceived enjoyment and by innovativeness and insecurity through perceived ease of use. Conclusions - According to the results of the study, the purpose of using TBSS in the airport is to save time and convenience. Therefore, it is necessary to closely analyze the differences in technology acceptance by age and generation, increase user self-efficacy, increasing satisfaction through effective management of cognitive and emotional waiting time will have a positive impact on behavioral intentions.

• Journal of Korea Multimedia Society
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• v.25 no.8
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• pp.1167-1174
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• 2022

With the sustainable development and transformation of the city, public art as a business card of the famous city of culture has become a hot topic of research. The intervention of public art in public space not only brings users a sense of space experience, but also becomes a unique carrier of urban and rural image making. Although there is much research on the classification, aesthetics and function of public art, there is few quantitative research on user satisfaction. This paper takes the basic features of airport public art as a research object and the basic features of airport public art as the theoretical basis to study the impact of the basic characteristics of airport public art on user satisfaction. Research methods were based on questionnaire data of 247 people, in which models and hypotheses were tested using SPSS 21.0 software, based on the induction and extraction of nine influential factors in the basic characteristics of public art. The study found that public interpretation, media patterns, color perception, modeling form, place perception, city image and memory have significant positive effects on user satisfaction. The sharedness of public art, cognition and communication in public culture and spatial relations do not affect satisfaction. Conclusion, inspiration and prospect provide suggestions for designers and reference data and theoretical support for public art evaluation.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.2
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• pp.394-403
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• 2019

This research focuses on the perception of security screeners using a full body scanner at airport which had been newly introduced to terminal 2 of Incheon Int'l airport. To accomplish the purpose of research, this paper used UTAUT (Unified Theory of Acceptance and Use of Technology) model. Through an empirical analysis, it was proven the factors consisting of technological acceptance and how those factors affect both organizational innovation at airport and job satisfaction of security screeners. According to an empirical analysis, it was found out all the factors of technological acceptance have a significant effect on both organizational innovation and job satisfaction. However, only the effort expectation was shown to have a significant negative effect on the two dependant variables contrary to the other variables (performance expectation, behavioral intention and self efficacy. It was also proven organizational innovation had a moderating effect between technological acceptance and job satisfaction. Such results suggested organizational innovation at airport security division is necessary to enhance job satisfaction using a newly introduced full body scanner.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.24 no.1
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• pp.16-24
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• 2016

Despite rapid growing in domestic duty free industry, weight of income from airport duty free area is relatively decreasing because of rapid progress in downtown duty free area. The purpose of this research was investigating the relationship between airport duty free servicescape and its effects on customer satisfaction and image for duty free shop, in order to maintain own competitive advantages. In pursuing above, previous studies related to servicescape, service value, customer satisfaction, and image were examined for literature review. Based on this previous studies, research model were constructed. Hypothesis was verified by effect. Data from 305 samples was employed for final survey. The main results show that functionality, attraction and convenience were meaningful factors to effect perceived servicescape. On the other hand, cleanness and comfort had few or no influence on servicescape. The perceived servicescape affected on service value and customer satisfaction. Service value had positive effects on customer satisfaction which was discovered to affected on image for duty free shop.