Journal of the Korean Society for Aviation and Aeronautics (한국항공운항학회지)

The Korean Society for Aviation and Aeronautics (한국항공운항학회)
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A Comparative Study of Satisfaction of Chinese and Japanese Transit Passengers at Incheon International Airport

인천국제공항에서 환승하는 중국인.일본인의 환승만족도에 대한 차이분석

  • 윤한영 (인천국제공항공사 영업본부 CS관리팀) ;
  • 박성식 (한국항공대학교 항공경영학과) ;
  • 방장규 (공군본부)
  • Received : 2011.08.25
  • Accepted : 2011.09.20
  • Published : 2011.09.30
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Abstract

This paper tried to find out what the main factors are to impact on satisfaction level of transit passengers at Incheon airport. Incheon airport has made lots of transit facilities and services to attract transit passengers from neighboring airports to increase transit rate as high as advanced foreign airports such as Heathrow, Schiphol and Hong Kong. A survey was performed on 450 transit passengers resting at airport transit lounge in airside area. According to the result, it was found out to be significant factors affecting satisfaction of transit that convenience of security screening, price of duty-free product, a direction board & signage and terminal orientation among Chinese transit passengers. On the other hands, it seemed that Japanese transit passengers thought diversity of airline routes, convenient transfer flight schedule, total transit time and terminal orientation are major variables affecting their satisfaction. Considering the effect of demographic factors, Chinese passenger's satisfaction was more affected by age, travel purpose, the number of travel per year and flight destinations. However, Japanese transit passenger's satisfaction was only affected by the flight destinations, especially willing to travel to North America and Europe.

Keywords

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