부산 국제여객터미널 이용실태 및 고객만족도 개선방안

Actual Conditions and Customers" Satisfaction Improvement of Busan International Passenger Terminal

&nbsp;&nbsp;The main purpose of this paper is to analyze comparative advantage of Busan International Passenger Terminal and suggest some program for achieving higher its service level. To achieve this aim, the paper used two methodologies, one is competitiveness analysis between Busan International Passenger Terminal and other Asian passenger terminals based on literature review, the other is questionnaire survey to find out passenger&quot;s bottleneck when they use the Terminal.<BR>&nbsp;&nbsp;The main results are as follows; First, competitiveness of Busan International Passenger Terminal is lower than other Asian passenger terminals. This is owing to decrepit by long usage as well as inefficiency of terminal operation. Second, survey results show that passengers are unsatisfied with terminal facilities, operation procedure, transportation, convenience facilities, and personnel services.<BR>&nbsp;&nbsp;Thus making efficient utilization of existing space in terminal by introduction of coin locker and guideline, connection with mass transportation to solve lack of parking lot, and introduction of OJT program for staff to level-up service quality.