관광객의 공항 서비스 경험의 만족도 결정요인
Determinants of Tourists’ Satisfaction on Airport Service Experience
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초록
This study was conducted to understand how satisfaction with service factors perceived by airport travelers affects their overall satisfaction. The study was conducted by collecting data from the Skytrax website, where airport travelers post their reviews. The results of the study showed that airport passengers rated waiting time, staff service, cleanliness, signage and seats as having the greatest impact on their overall satisfaction. On the other hand, WIFI service, etc. did not affect overall satisfaction. Based on these results, it is necessary to introduce various measures to manage passengers' waiting time and develop various programs to prevent customers from feeling bored in order to improve airport services. In addition, it is necessary to actively introduce service training and amenities to improve the service level of employees. Airport manager should carefully deisgn their servicescape to enhance customers’ service experience. Theoretical and managerial implications are discussed.
Abstract
This study was conducted to understand how satisfaction with service factors perceived by airport travelers affects their overall satisfaction. The study was conducted by collecting data from the Skytrax website, where airport travelers post their reviews. The results of the study showed that airport passengers rated waiting time, staff service, cleanliness, signage and seats as having the greatest impact on their overall satisfaction. On the other hand, WIFI service, etc. did not affect overall satisfaction. Based on these results, it is necessary to introduce various measures to manage passengers' waiting time and develop various programs to prevent customers from feeling bored in order to improve airport services. In addition, it is necessary to actively introduce service training and amenities to improve the service level of employees. Airport manager should carefully deisgn their servicescape to enhance customers’ service experience. Theoretical and managerial implications are discussed.
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