Developing your airport customer experience measurement model

Yu-Hin Choi, Se-Yeon Jung, Hanbyeol Jeong and Jeong-Eun Choi
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Yu-Hin Choi: Incheon International Airport Corporation Airport Industry Technology Research Institute, S. Korea
Se-Yeon Jung: Incheon International Airport Corporation Airport Industry Technology Research Institute, S. Korea
Hanbyeol Jeong: Incheon International Airport Corporation, S. Korea
Jeong-Eun Choi: Incheon International Airport Corporation, S. Korea

Journal of Airport Management, 2024, vol. 18, issue 2, 174-196

Abstract: In recent times, there has been a shifting paradigm in the realm of customer service, transitioning from a focus on the supplier’s quality management to prioritising the quality experience of customers. The primary objective of this study is to introduce a novel model known as the airport customer experience measurement model (Airport-CXMM). This model is designed to facilitate enhanced customerorientated service experience management and to reframe the assessment criteria for quantifying the customer experience (CX) within airport environments. Airport-CXMM takes into account three pivotal components — customer service quality, customer effort and customer value — all of which are critical factors in shaping CX, along with the influential factors traditionally employed in established models. Moreover, the study utilises the analytic hierarchy process (AHP) to effectively capture the relative importance and assign quantitative weights to each of these factors. To demonstrate the suitability and effectiveness of Airport-CXMM, the model underwent validation through both exploratory factor analysis (EFA) and confirmatory factor analysis (CFA), utilising passenger survey data obtained from Incheon International Airport (ICN). This study holds significant value as it introduces an innovative model for the quantitative measurement of CX within airport settings. It is anticipated that Airport-CXMM can be effectively harnessed by airport operators and other stakeholders in the industry, enabling them to systematically manage and formulate strategies aimed at enhancing the CX, aligning with the recent shift in the customer service paradigm.

Keywords: customer experience; customer effort; customer value; airport service quality; Incheon International airport (ICN); airport customer experience measurement model (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2024
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