A Study on the Importance and Satisfaction of Airline Service Quality

항공사 서비스 품질의 중요도와 만족도에 관한 연구

  • 박진우 (한국항공대학교 경영학과) ;
  • 이익수 (청주대학교 관광경영학과) ;
  • 박구원 (청주대학교 관광경영학과)
  • Published : 2008.02.28


This paper investigates passengers' perceptions of the importance and satisfaction of airline service quality for improving the quality level of airline service. Importance-performance analysis(IPA) was utilized to analyze the gap between importance and performance of airline service qualify The result showed that passengers' perceptions of the importance and performance of airline service quality differed for Korean international air passengers. In particular, IPA analysis revealed that four attributes 'meal service', 'seating comfort', 'seat space and legroom', 'check-in service' were identified in the Concentrate Here quadrant-perceived to be important, yet perceived as being performed poorly. The airlines operating from/to the Republic of Korea should concentrate on the attributes included in this quadrant to improve the quality of airline service. On the basis of the IPA analysis, airlines should identify their strengths and weaknesses and draw up a plan to maximize their profits.


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