공항서비스 품질이 이용객 만족도에 미치는 영향에 관한 연구: 대구국제공항을 중심으로 = A Study on the Impact of Airport Service Quality on Satisfaction: Focusing on Daegu International Airport

다국어 초록 (Multilingual Abstract)

The purpose of this study is to examine the factors of airport service quality and the impact of airport service quality on satisfaction focusing on Daegu international airport. To attain this main purpose, literature research and empirical research were carried out. Data was collected through questionnaire instruments from 300 Daegu international airport users during February 10 to 24, 2010. 295 useful surveys were used for the final statistical analysis. Frequency analysis, factor analysis, reliability analysis, correlation analysis and regression analysis among SPSS sub programs were used to analyze the nature of data.
Research findings can be summarized as follows. First, through the literature review and field survey, 25 items were used for measuring Daegu international airport service quality. Second, factor analysis of the data from the 295 responses identified six categories, such as employees’ service attitude, convenience of main facilities, convenience of subsidiary facilities, promptness of check-in and CIQ process, reliability on safety and security and accessibility to the airport. Third, regression analysis identified that Daegu international airport service quality has significantly impact on overall satisfaction of Daegu international airport users and specially four factors of Daegu international airport service quality(employees’ service attitude, convenience of main facilities, convenience of subsidiary facilities, accessibility to the airport) have been found to have a significant impact on overall satisfaction of airport users.

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