Share these talks and lectures with your colleagues
Invite colleaguesResearch paper
Developing your airport customer experience measurement model
Journal of Airport Management,
18
(2),
174-196
(2024)
Abstract
In recent times, there has been a shifting paradigm in the realm of customer service, transitioning from a focus on the supplier’s quality management to prioritising the quality experience of customers. The primary objective of this study is to introduce a novel model known as the airport customer experience measurement model (Airport-CXMM). This model is designed to facilitate enhanced customerorientated service experience management and to reframe the assessment criteria for quantifying the customer experience (CX) within airport environments. Airport-CXMM takes into account three pivotal components — customer service quality, customer effort and customer value — all of which are critical factors in shaping CX, along with the influential factors traditionally employed in established models. Moreover, the study utilises the analytic hierarchy process (AHP) to effectively capture the relative importance and assign quantitative weights to each of these factors. To demonstrate the suitability and effectiveness of Airport-CXMM, the model underwent validation through both exploratory factor analysis (EFA) and confirmatory factor analysis (CFA), utilising passenger survey data obtained from Incheon International Airport (ICN). This study holds significant value as it introduces an innovative model for the quantitative measurement of CX within airport settings. It is anticipated that Airport-CXMM can be effectively harnessed by airport operators and other stakeholders in the industry, enabling them to systematically manage and formulate strategies aimed at enhancing the CX, aligning with the recent shift in the customer service paradigm.
Keywords: customer experience; customer effort; customer value; airport service quality; Incheon International airport (ICN); airport customer experience measurement model
The full article is available to subscribers to the journal.
Author's Biography
Yu-Hin Choi Yu-Jin Choi is a Researcher in the Policy Research Team at the Airport Industry Technology Institute. She has been with the institute since 2017, conducting research in the areas of airport operations and service evaluation, strategy, marketing and behavioural psychology. She holds a PhD in aviation management from Korea Aerospace University and has worked as a university lecturer. She has developed new evaluation indicators and persona types for ASQ improvement, which has contributed to Incheon International Airport earning the Airports Council International (ACI) highest level of customer experience accreditation for the second year in a row.
Se-Yeon Jung is the Head Researcher in the Policy Research Team at Incheon International Airport Corporation (IIAC) Airport Industry Technology Research Institute. She has been with the organisation since 2019, conducting research in the fields of airport policy and strategy, operations and demand forecasting. She holds a PhD in air transportation from Korea Aerospace University and has prior experience working at the Korea Transport Institute.
Hanbyeol Jeong is Customer Experience Manager at Incheon International Airport Corporation (IIAC). He is responsible for developing and implementing customer experience enhancement initiatives of Incheon International Airport, as well as managing passenger satisfaction and developing tools to measure the level of customer experience. He has greatly contributed to IIAC’s recent achievements in terms of airport customer experience, including becoming the world’s first airport with ACI Customer Experience Accreditation Level 5. He received Bachelor’s degrees in business administration and Russian language and literature from Seoul National University.
Jeong-Eun Choi has been Deputy Director of Customer Experience at Incheon International Airport Corporation (IIAC) since 2021 and is mainly responsible for establishing long-term customer experience strategy, designing advanced customer experience monitoring programmes and monitoring customer experience levels in accordance with global and local standards. She joined the IIAC in 2006 and successfully engaged in commercial marketing, international relations and human resource management (HRM). She has also worked for ACI Asia-Pacific and Middle East Regional Office (2012–13). She holds an MBA from Yonsei University, Republic of Korea.
