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Passengers Expectations of Airport Service Quality: A Case Study of Jeju International Airport

Author

Listed:
  • Jung-Sook Yang

    (PhD student, Department of Business Administration, Korea Aerospace University.)

  • Jin-Woo Park

    (Associate Professor, Department of Business Administration, Korea Aerospace University, South Korea.)

  • Yu-Jin Choi

    (Department of Business Administration, Korea Aerospace University, South Korea)

Abstract

This study aims to identify the difference between the level of expectation and satisfaction of airport users. An empirical survey was conducted on customers who have experience using Jeju international airport and 200 questionnaires were analyzed. To analyze the questionnaires, a GAP analysis was employed. The study found that only one criterion didn’t have a meaningful difference out of the 26 criteria, namely, 25 criteria have meaningful differences between expectation and satisfaction of the airport users. This study would be useful as a basic literature in proposing improvement of the quality of airport services.

Suggested Citation

  • Jung-Sook Yang & Jin-Woo Park & Yu-Jin Choi, 2015. "Passengers Expectations of Airport Service Quality: A Case Study of Jeju International Airport," International Journal of Business and Social Research, LAR Center Press, vol. 5(7), pages 30-37, July.
    • Handle: RePEc:lrc:larijb:v:5:y:2015:i:7:p:30-37
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    Citations

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    Cited by:

    1. Antwi, Collins Opoku & Fan, Chong-jun & Nataliia, Ihnatushchenko & Aboagye, Michael Osei & Xu, Hangyu & Azamela, John Coffie, 2020. "Do airport staff helpfulness and communication generate behavioral loyalty in transfer passengers? A conditional mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    2. Lopez-Valpuesta, Lourdes & Casas-Albala, Diana, 2023. "Has passenger satisfaction at airports changed with the onset of COVID-19? The case of Seville Airport (Spain)," Journal of Air Transport Management, Elsevier, vol. 108(C).
    3. Bogicevic, Vanja & Bujisic, Milos & Bilgihan, Anil & Yang, Wan & Cobanoglu, Cihan, 2017. "The impact of traveler-focused airport technology on traveler satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 123(C), pages 351-361.
    4. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.
    5. Shetty, Pavithra Kumari & Aithal, Sreeramana, 2020. "Growth & Fate Analysis of Mangalore International Airport – A Case Study," MPRA Paper 102878, University Library of Munich, Germany.
    6. Tuchen, Stefan & Arora, Mohit & Blessing, Lucienne, 2020. "Airport user experience unpacked: Conceptualizing its potential in the face of COVID-19," Journal of Air Transport Management, Elsevier, vol. 89(C).
    7. Rubio-Andrada, Luis & Celemín-Pedroche, María Soledad & Escat-Cortés, María-Dolores & Jiménez-Crisóstomo, Abel, 2023. "Passengers satisfaction with the technologies used in smart airports: An empirical study from a gender perspective," Journal of Air Transport Management, Elsevier, vol. 107(C).

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