ANALYZING SERVICE QUALITY ON PASSENGER SATISFACTION AND AIRPORT IMAGE: A CASE STUDY OF CHINGGIS KHAAN INTERNATIONAL AIRPORT Aviation Policy MUNKHZAYA Monkhordorj Submitted in Partial Fulfilment of Requirements for the Aviation Policy Program : Analyzing service quality on passenger satisfaction and airport image: A case study on Chinggis Khaan International airport = (A) case study of Chinggis Khaan international airport

다국어 초록 (Multilingual Abstract)

ANALYZING SERVICE QUALITY ON PASSENGER SATISFACTION AND AIRPORT IMAGE: A CASE STUDY OF CHINGGIS KHAAN INTERNATIONAL AIRPORT MUNKHZAYA Monkhordorj Aviation Policy Program The Graduate School Korea Aerospace University (Advisor: Prof. Jin Woo Park, PhD.) The quality of services provided at international airports plays a critical role in shaping passenger satisfaction and overall perceptions of airport image. This study investigates the relationships among airport service quality dimensions, passenger satisfaction, and airport image at Chinggis Khaan International Airport using a Structural Equation Modeling (SEM) approach. Particular attention is given to the relative importance of functional and human-related service attributes within an emerging aviation context. A quantitative research design was employed, and data were collected through a structured questionnaire administered to 196 multinational passengers. Airport service quality was conceptualized as a multidimensional construct comprising reliability, responsiveness, visibility, employees’ commitment, and access to service. Confirmatory Factor Analysis (CFA) was conducted to establish construct reliability and validity, followed by SEM to test the proposed structural relationships and the mediating role of passenger satisfaction. The empirical results reveal that employees’ commitment and access to service are the primary drivers of passenger satisfaction. In contrast, reliability, responsiveness, and visibility do not exert statistically significant direct effects. These findings suggest that, in modern international airport settings, operational reliability and visual attributes are perceived as baseline expectations rather than factors that actively enhance passenger satisfaction. Furthermore, passenger satisfaction has a significant positive effect on airport image. The results also indicate that passenger satisfaction fully mediates the relationship between service quality dimensions and airport image, suggesting that improvements in service quality influence airport image primarily through passengers’ overall satisfaction. Beyond supporting established service quality theories, this study provides new empirical evidence that access to service is the most influential determinant of passenger satisfaction in a newly developed international airport. This finding highlights the growing importance of accessibility, ease of movement, and inclusiveness in shaping passenger evaluations. Methodologically, the study demonstrates the robustness of SEM in analyzing complex service quality relationships within an underexplored aviation market. The study contributes to the literature by extending airport service quality research to Mongolia and by emphasizing the strategic importance of human-centered service delivery and access to service in emerging aviation markets. From a managerial perspective, the findings suggest that airport authorities should prioritize investments in employee engagement and access-to- service improvements to enhance passenger satisfaction and strengthen airport image. Keywords: Service Quality (Reliability, Responsiveness, Visibility, Employees’ Commitment, Access to Service), Passenger Satisfaction, Airport Image, Structural Equation Modeling (SEM), Chinggis Khaan International Airport, Mongolia.

목차 (Table of Contents)

• Chapter 1. Introduction 1
• 1.1 Background of the study 1
• 1.3 Research objectives 6
• 1.4 Research Questions 8
• 1.5 Research Hypotheses 9
• 1.6 Significance of the study 10
• 1.7 Scope of the study 12
• 1.8 Organization ot the thesis 13
• 1.9 Originality of the study 14
• 1.10 Definition of terms 16
• Chapter 2. Literature Review 18
• 2.1 Introduction 18
• 2.2 Airport service quality 18
• 2.3 Passenger satisfaction 22
• 2.4 Airport image 23
• 2.5 Theoretical framework 25
• 2.6 Research gaps 26
• 2.7 Summary 27
• 2.8 Conceptual framework summary 27
• 2.9 Research Hypotheses 29
• Chapter3. Research Methodology 31
• 3.1 Introduction 31
• 3.2 Measurement of variables 31
• 3.3 Sample and data collection 32
• 3.4 Data anaysis 35
• 3.5 Reliability and validity 36
• 3.6 Research design 36
• 3.7 Measurement instruments 37
• 3.8 Ethical considerations 37
• 3.9 Summary 38
• Chapter4. Empirical Analysis and Results 39
• 4.1 Introduction 39
• 4.2 Measurement model evaluation 41
• 4.3 Structural model and hypothesis testing 47
• 4.4 Interpretation of structural paths 49
• 4.5 Summary 50
• Chapter5. Discussion, Conclusion and Impications 52
• 5.1 Introduction 52
• 5.2 Discussion of key findings 52
• 5.3 Theoretical implications 55
• 5.4 Practical and managerial implications 55
• 5.5 Limitations and recommendations for future research 56
• 5.6 Conclusion 57