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

Jung-Sook Yang, Jin-Woo Park, Yu-Jin Choi

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.


Keywords


Airport Service Quality; GAP Analysis; Jeju International Airport.

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References


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DOI: http://dx.doi.org/10.18533/ijbsr.v5i7.797

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