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논문 기본 정보

자료유형
학술저널
저자정보
저널정보
한국유통과학회 유통과학연구 유통과학연구 제16권 제11호
발행연도
2018.1
수록면
47 - 56 (10page)

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Purpose - In this research, the expectation level of service of Incheon International Airport was investigated. Service expectation level is critical to the customers’ satisfaction and should be managed. Regarding the expectation level of service, the concepts have been defined and introduced by some researchers including Zeithaml, Berry, and Parasuraman (1993). However, due to the difficulties of measuring the level, researches on the expectation level of service have been limited. The main reason of difficulties of measuring the effects is that desired service, adequate service, perceived service, predicted service which are the conceptual components of the expectation level of service are psychologically described concepts and thus are hard to set up standards and to measure numerically. All that one can discern is that desired service level is higher than adequate service level or perceived service level is lower than predicted service level under the certain conditions, etc. Research design, data, and methodology - In this research, the level of service and factors affecting the level are investigated using the case of an Airport. The main idea of research is to investigate whether a supposed factor that is alleged to affect the expected service level is working empirically. The supposed factor is service provider’s promise to provide certain level of service to customers. Results - The research results can be summarized as follow. First, service provider’s promise, in this case the Airport’s Service Quality Award by Airports Council International which can be regarded as objective promise to provide the certain level of service to customers is turned out to be influential to factors affecting expectation level of service. Second, service provider’s promise affects to move the customers’ expectation level of service upward especially the service of delivering the necessary information to customers in the airport correctly and swiftly. Conclusions - The implications of the research results are, first, customers’ expectation level of service in influenced by service provider’s promise, second, airport’s service award increases the level of customers’ service level and as a result for the airport to meet the customers’ expectation level of service more efforts should be made..

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참고문헌 (32)

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Akbaba, A. / 2006 / Measuring service quality in the hotel industry: A study in a business hotel in Turkey / International journal of hospitality management 25(2):170~192 google schola Armstrong, R. W. / 1997 / The importance of cross-cultural expectations in the measurement of service quality perceptions in the hotel industry / International Journal of Hospitality Management 16(2):181~190 google schola Anderson, E. W. / 1994 / Customer satisfaction, market share, and profitability: Findings from Sweden / The Journal of marketing 58(3):53~66 google schola Bearden, W. O. / 1983 / Selected determinants of consumer satisfaction and complaint reports / Journal of marketing Research 20(1):21~28 google schola Bezerra, G. C. L. / 2016 / Measuring airport service quality: A multidimensional approach / Journal of Air Transport Management 53:85~93 google schola

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