인천국제공항의 서비스품질 전략에 관한 연구

A Study on Service Quality Strategies of Incheon International Airport

The purpose of this study is find what kind of service quality strategy for successful hub airports have to offer to aviation corporations firstly and what kind of services, according to airport strategy, they have to grow up. These results could be helped to derive the scheme for improving competitiveness of incheon international airport services. Recently, the world economy is in the era of international competition without the nations' barrier. Most countries have had only principle for sake of their economical benefit, which they are eager to achieve the absolute priority not comparative one. Within the change of international economy the Republic of Korea, which has not its own resource enough, has to have the middle or long term strategy for continuous development. Moreover, as competitiveness of 21th Century might depend on controlling logistics flow, international transportation is getting important. This study has done to focus on reinforcement of airport competitiveness in the part of service on aviation corporations employees. Firstly, components of service quality on airport service, determinants of competition strategy and airport services were broadly reviewed and the relationship between those concepts was empirically tested. Theoretical literature suggests that service quality is composed of the fifth sub composition elements, and another variables are has several elements. And these components relationships were using SPSSWIN 10.0 program for statistical analysis. Empirical results supported that the empathy is a significant determinant to the perception of service quality, and that reliability, responsibility and empathy affects the perception of airports service satisfaction, tangibles, reliability, and empathy are affects the airports employees service satisfaction. This study taken within a airport service adds to the growing literature which calls for a reexamination of how incheon international airport authorities treat service quality and customer satisfaction. And this result of empirical analysis suggest to the incheon international airport in the future that service quality should be showed to improve competition strategy. Also this study sheds some light on the relationships between service quality, airport strategy on hub airports.