A Study on Competitiveness of Incheon International Airport Focusing on Measuring the Service Quality of Passenger Terminal

Abstract

This paper identifies eight dimensions underlying the overall service quality in passenger terminals. The research explains the linkage between the overall satisfaction of Incheon International Airport and five service that influence those satisfactions. The five services would be as the following: service quality of passenger terminals, commercial facilities services, easy access by transportation, service quality of the airlines, and contributions to the community by IIAC. We can find a solution to improve IIAC's competitiveness for services. This paper has four significant values. First, it tried to research passenger terminal oriented service quality. Second, it tried to research service quality focusing on a three-cornered relation among passengers, and the employees of the airline and IIAC. Third, it tried to research service quality focusing on IIAC's employees.