A study of the effect of protocol services on the image formation of Incheon International Airport

Jin-Woo Park and Kwan-Young Lim

Journal of Airport Management, 2015, vol. 9, issue 2, 175-184

Abstract: This papers suggests ways of developing positive images of Incheon International Airport, taking into account the impact that the quality of protocol service has on the image of the airport, and the degree of customer satisfaction. For this study, structural equation modelling was applied to data collected from 163 people who used the VIP room. The analyses revealed that reliability and reactivity had a significant impact on the level of satisfaction. Also, reliability and confidence had a significant impact on the corporate image. In addition, it proved that customer satisfaction effected the airport’s image.

Keywords: airport service quality; protocol service; satisfaction; airport image (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jam000:y:2015:v:9:i:2:p:175-184

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