Transfer Passengers’ Perceptions of Airport Service Quality: A Case Study of Incheon International Airport

Jin-Woo Park · Se-Yeon Jung

44 citations0/0 files storedInternational Business Research

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Abstract

This paper seeks to investigate transfer passenger’s perception of airport service quality and its influence on value, satisfaction, airport image, and passenger behavior. To test the relationships between the variables, Structural Equation modeling is used to analyze survey data collected from 331 transfer passengers at Incheon International Airport. The results show that airport service quality would raise the level of transfer passengers’ satisfaction, value perceptions, and airport image formation. In addition, airport service quality has an indirect impact on transfer passenger behavior by means of value, satisfaction, and airport image.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1999Whence Consumer Loyalty?1994Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1991Refinement and reassessment of the SERVQUAL scale.2000Customer satisfaction with services: putting perceived value into the equation 1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY 1991A framework for marketing image management.

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