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장대성(Jang Dae Seong),김영택(Kim Yeong Taeg),전순란(Jeon Sun Lan) 한국경영학회 2003 經營學硏究 Vol.32 No.4
With the intense globalization and economic development, airport service has been getting more important in the service area. However, the related research has not been conducted in the topic of airport service due to mainly the difficulty of research measurement from the complex characteristics of airport service. This research using SERVQUAL/SERVPERF seeks to identify the quality dimensions of international airport service, and further to provide the service quality evaluation tool applicable to international airport. From the literature review and field survey, the quality measurement tool on airport service has been developed. In addition, an empirical study has been conducted, by utilizing the measurement tool, for the two group: general airport customers and the employees of a domestic airliner. Several statistical analyses such as descriptive analysis, reliability, validity analysis and multiple regression were performed for analyzing the data obtained from the two groups mentioned above. Statistical results showed that the proposed service quality dimensions are appropriate as a measurement tool for identifying the service quality of international airports.
장대성 ( Jang Dae Seong ) 한국품질경영학회 2003 품질경영학회지 Vol.31 No.4
There have been academic debates upon which measure is more desirable in measuring service quality between SERVQUAL and SERVPERF. In addition, Korean air lines industry is rapidly growing due to the increase of Koren family income and globalization. This study tried to contribute to both academic and practical issues. This study compared SERVQUAL and SERVPERF measures to determine which is superior to measure service quality in Korean air lines industry. Data was collected from two airliners customers of Korea. According to the results of confirmatory factor analyses, regression analyses and analyses of goodness of fit, SERVPERF appears to be better in measuring service quality in Korean air lines industry than SERVQUAL. We suggest that SERVPERF be used to measure service quality in Korean air lines industry.