국제공항 서비스품질 측정도구 개발에 관한 연구 -인천 및 김포국제공항을 대상으로- = A Study of Developing the Evaluation Tools of International Airport's Service Quality in Korea

다국어 초록 (Multilingual Abstract)

It has been regarded as important in both academic and practical issues how to evaluate service quality. In addition international traveling will be growing due to increasing income and globalization. Thus, it is very important to measure the international airport's service quality properly. This study was conducted to identify the service quality factors which are utilized to measure international airport's service quality. According to the statistical analyses' results of this study, seven service quality factors and thirty two measurement items were found to evaluate international airport's service quality. They are some different from those which PZB(1988b) identified to measure service quality. This result implies that it is necessary to find the service quality factors reflecting the unique characters of the service organization when measuring service quality of a service organization.

참고문헌 (Reference)

1 "한국국제공항의 서비스 품질평가와 고객만족을 위한 주요서비스 품질요인에 관한 연구" 30 (30): 26-43, 2002

2 "지각된 서비스품질의 결정과정" 26 (26): 139-153, 1997

3 "인천국제공항의 서비스 품질 평가에 관한 연구" 32 (32): 983-999, 2003

4 "인천공항 개항과 보완과제" 삼성경제연구소 3-29, 2001

5 "서비스품질 측정에 관한 비평적 고찰" 26 (26): 1-21, 1998

6 "서비스산업에서의 품질관리" 108-198, 1994

7 "공항이용객과 항공사종사자간 김포국제공항 서비스품질 평가와 만족에 관한 연구" 14 (14): 277-295, 2001

8 "Reconciling Performance- Based and Perception Minus- Expectations Measurement of Service Quality Journal of Marketing" 58 : 125-131, 1994

9 "Performance of a Model of Perceived Quality Journal of Marketing" 199318-34.

10 "Journal of Marketing" 58 : 55-68, 1992

11 "European Journal of Marketing" 18 (18): 36-44, 1984

12 "Consumer Perception of Service Quality An Assessment of the SERVQUAL Dimensions Journal of Retailing" 66 : 33-55, 1990

13 "Communication and Control Processes in the Delivery of Service Quality Journal of Marketing" 52 : 35-48, 1988a

14 "Business Horizons" . 23--33., 1999

15 "A Multiple Item Scale for Measuring Consumer Perception of Service Quality Journal of Retailing" 64 (64): 12-40, 1988b

16 "A Conceptual Model of Service Quality and Its Implication for Future Research Journal of Marketing" 49 : 41-50, 1985