Evaluation of airport service quality of Yakutsk airport: focusing on passengers’ expectations = 야쿠츠크 공항 서비스 평가 : 여객 기대측면을 중심으로

다국어 초록 (Multilingual Abstract)

The objective of this study is to check the quality of service at the airport of Yakutsk, which is the main center in the Republic of Sakha, focusing on the goals and experience of passengers. Due to the vast and distant territory of the republic, there are a lot of places that are not accessible byroad throughout the year, not only passengers have to be transported, but also the necessary goods to support people's lives. In this situation, Yakutsk airport plays the role of a hub. But the airport, which sits at the heart of the airport in the region's socioeconomic development, faces challenges such as aging facilities, high operating costs and service constraints. In addition, low temperatures and a small number of people in the region exacerbate the problem. The research uses the Fuzzy Importance-Performance Analysis (Fuzzy IPA) methodology to assess service quality from a passenger perspective. Seven main factors were selected and analyzed throughout the research, those factors include access, security, check-in, airport facilities, wayfinding, environment, and arrival services. Data was collected through a survey of 161 passengers and showed that comfort in waiting areas, cleanliness of the terminal, and a sense of security were the most important factors influencing passenger satisfaction. Efficiency of document control, ease of orientation, and cleanliness of the terminal were particularly high in terms of satisfaction. The survey found that the provision of WIFI, business lounges and shopping services were the main factors that led to low passenger satisfaction scores. The survey results indicate the need for local changes in these specific areas of accessibility, information systems and passenger amenities. Among the priority issues are simplifying the receipt of information, modernizing baggage handling services, expanding leisure and retail opportunities to meet the needs of passengers with long waiting times. The study indicates that in a region where air travel is the primary mode of travel, the impact on the overall passenger experience would be very large if these deficiencies were addressed. Modernization efforts at Yakutsk Airport, such as the reconstruction of runways and facilities in recent years, are steps in the right direction. But much more needs to be invested to bring the infrastructure and services of the airport up to international standards. By implementing these improvements, Yakutsk Airport can better serve its passengers, support economic growth in the Republic of Sakha, and strengthen its role as a key transport hub in the Arctic region. The study is the basis for subsequent decisions about the use of money and the development of the area and offers some realistic recommendations to be put into practice by policymakers, the airport authority and other stakeholders. The results underscore that improving service quality should be at the heart of next steps to both reduce the region's highly specialized logistics needs and preserve green access in a hard-to-reach and remote area. Keywords: airport service quality, yakutsk airport, passengers’ expectations, fuzzy importance-performance analysis (fuzzy IPA)

목차 (Table of Contents)

• Table of Contents
• ABSTRACT ...............................................................................................................I
• LIST OF TABLES ......................................................................................................VI
• LIST OF FIGURES ....................................................................................................VII
• CHAPTER 1. INTODUCTION .....................................................................................1
• 1.1. Research Background .........................................................................................1
• 1.2. Thesis Structure ................................................................................................ 4
• CHAPTER 2. OVERVIEW OF THE CURRENT STATUS OF YAKUTSK AIRPORT ... 6
• 2.1. Yakutsk Airport's position in Sakha Republic's Aviation Network ................ 6
• 2.2. Yakutsk Airport's facilities ................................................................................ 16
• 2.3. Passengers using Yakutsk Airport ...................................................................25
• CHAPTER 3. LITERATURE REVIEW ..........................................................................34
• CHAPTER 4. RESEARCH METHODOLOGY .............................................................40
• 4.1. IPA analysis ..........................................................................................................40
• 4.2. Fuzzy set theory ................................................................................................ 42
• CHAPTER 5. CASE STUDY ....................................................................................... 45
• 5.1. Selection of factors ............................................................................................ 45
• 5.2. Reliability verification results ............................................................................47
• 5.3. Analysis results ..................................................................................................48
• CHAPTER 6. CONCLUSION ......................................................................................55