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A study of the effect of protocol services on the image formation of Incheon International Airport
Journal of Airport Management,
9
(2),
175-184
(2015)
Abstract
This papers suggests ways of developing positive images of Incheon International Airport, taking into account the impact that the quality of protocol service has on the image of the airport, and the degree of customer satisfaction. For this study, structural equation modelling was applied to data collected from 163 people who used the VIP room. The analyses revealed that reliability and reactivity had a significant impact on the level of satisfaction. Also, reliability and confidence had a significant impact on the corporate image. In addition, it proved that customer satisfaction effected the airport’s image.
Keywords: airport service quality; protocol service; satisfaction; airport image
The full article is available to subscribers to the journal.
Author's Biography
Jin-Woo Park is an associate professor in the department of business administration, Korea Aerospace University. He obtained his MBA in aviation from Embry-Riddle Aeronautical University and his PhD in aviation from the University of New South Wales. His research interests include airline/airport service quality, air passengers’ choice behaviour, airline marketing and airline/airport operations.
Kwan-Young Lim is an international protocol specialist at Incheon International Airport and has just completed his master’s degree in aviation management at Korea Aerospace University. He is interested in research into airline/airport operations, protocol service, MICE, service quality, human relationships and LCC environment.
