Passengers Expectations of Airport Service Quality: A Case Study of Jeju International Airport
Jung-Sook Yang (),
Jin-Woo Park () and
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Jung-Sook Yang: PhD student, Department of Business Administration, Korea Aerospace University.
Jin-Woo Park: Associate Professor, Department of Business Administration, Korea Aerospace University, South Korea.
Yu-Jin Choi: Department of Business Administration, Korea Aerospace University, South Korea
International Journal of Business and Social Research, 2015, vol. 5, issue 7, 30-37
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 didnâ€™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. (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:lrc:larijb:v:5:y:2015:i:7:p:30-37
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