공항 서비스품질요인이 국가이미지에 미치는 영향 : 인천국제공항을 중심으로

다국어 초록 (Multilingual Abstract)

Since the grand opening in 2001, the Incheon International Airport has shown an effective management as the Asia’s representative of hub airport.
Just within ten years, it has reached the top placement in management, service, and distribution. The Incheon International Airport has taken off to the one of the world’s best airport.
In order to become the best and to provide better services, Incheon International Airport is trying to investigate the service quality standard and customer’s satisfaction.
It is where the tourists make their first interaction with South Korea, and feel the first image of our country. It is also the first place for them to make transfers.
This means, the Incheon International Airport’s image can reflect the image of our nation.
In this research, we analyzed relationship of Incheon International Airport’s service quality standards, airport’s image, and our nation’s image. This analysis explains how the image of Incheon International Airport affectthe image our nation.
The surveys were made toward the foreign visitors who have visited the Incheon Airport. Out of 300 surveys, 22 of them got omitted due to irrelevant responses. The survey was based on SERVQUAL model to fit 15 of airport service quality standard surveys, 2 of airport’s image surveys, and 10 of South Korea’s national image surveys.
The convenience sampling method was used and those responses were received as Self-Administration Method. The survey was randomly passed out to people.
For its validity, we carried out the Principal Component Analysis, Frequency Analysis, T-Test, one-way ANOVA, and Regression Analysis. To figure out the total integration of the survey, SPSS WIN 18.0 program was used.
As the result, both the affect of service quality standard on airport’s image and the affect of airport image on nation’s image were positive relationships. It was clear that airport’s service quality standard, airport’s image, and nation’s image are closely related to each other.
The characteristics of airport user’s service standard satisfactory resulted differently in genders.
Women user’s satisfactory level came out higher with P<0.5 and showed significant statistic differences.
Also, the economics’ national image has shown gender differences.
The responses based on the environmental national image varied among the different age level.
Fifty or older people showed highest point of 4.02, thirty’s showed 3.76, forty’s showed 3.64, and twenty’s showed 3.60.
Such result, F= 3.390, showed significant difference on statistic total of P<0.5.
Image of national environment varied among the different amount of respondent’s income.
Ones below 1,000,000 won ~ 2,000,000 won scored highest point of 3.89, one below 2,000,000 won – 3,000,000won scored 3.85 point, ones below 1,000,000won scored 3.75 point, and ones above 4,000,000 scored 3.44 points.
Such result, F=3.390, showed significant difference on statistic result as P<0.01.
The research shows that they need to improve the service satisfaction standards depending on the difference of gender.
On the other side, compared to South Korean men, women in South Korea think that price level of products are higher than other places. Therefore, we need to prepare for better price level for service satisfaction.
Population Statistics shows that age thirty’s and fifty’s gave positive reply about Incheon Airport’s service standard satisfaction and national images.
People with 50’s show strong positivity on cultural and environmental part of the services.
Each age group should improve their service satisfactory standards.

목차 (Table of Contents)

• 제1장 서론 1
• 제1절 문제제기 1
• 제2절 연구의 목적 4
• 제3절 연구방법 및 구성 5
• 제2장 이론적 배경 8
• 제1절 공항에 관한 이론적 고찰 8
• 1. 공항의 정의 8
• 2. 공항 서비스의 개념 10
• 3. 공항 서비스 품질의 요소와 특성 12
• 제2절 서비스 품질에 대한 연구 16
• 1. 서비스의 정의 16
• 2. 서비스의 특성 18
• 3. 서비스 품질의 개념 20
• 4. 서비스 품질 구성요소 23
• 5. 서비스 품질의 결정요인 25
• 제3절 국가 이미지에 대한 이론적 고찰 28
• 1. 국가 이미지에 대한 고찰 28
• 2. 국가 이미지 구성요인 31
• 3. 국가 이미지의 중요성 33
• 제4절 선행연구 35
• 1. 서비스 품질에 관한 연구 35
• 2. 국가 이미지에 관한 연구 39
• 제3장 연구조사 설계 41
• 제1절 연구모형 및 가설 설정 41
• 제2절 표본 설계 및 자료 분석 방법 44
• 1. 표본 설계 44
• 2. 분석 방법 및 절차 44
• 제3절 표본의 인구 통계적 특성 및 설문지 구성 45
• 1. 인구 통계학적 특성 45
• 2. 설문지 구성 47
• 제4장 실증분석 49
• 제1절 표본의 특성 49
• 제2절 구성요소의 타당성 및 신뢰성 50
• 1. 서비스 품질에 대한 타당성 및 신뢰성 51
• 2. 국가이미지에 대한 타당성 및 신뢰성 52
• 제3절 가설검정 53
• 1. 인천공항 서비스품질요인과 공항이미지 회귀분석 53
• 2. 인천공항 이미지와 국가이미지 회귀분석 55
• 3. 공항 이용객의 특성에 따른 공항서비스 품질 만족도 평균차이 분석 58
• 4. 공항 이용객의 특성에 따른 국가이미지 평균차이 분석 66
• 제5장 결론 74
• 제1절 연구 요약 74
• 제2절 연구의 시사점 및 한계점 77
• 참고문헌 80
• 설문지 84
• ABSTRACT 88