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

The Korean Society for Aviation and Aeronautics (한국항공운항학회)
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A Study on the Quality Assessment of Baggage Handling System at Incheon International Airport - Using SERVQUAL Model -

인천국제공항 수하물처리시스템 서비스 품질 평가에 관한 연구 - SERVQUAL 모델을 적용하여 -

  • Received : 2018.10.18
  • Accepted : 2018.12.05
  • Published : 2018.12.31
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Abstract

Baggage Handling System(BHS) is an important element of ground operation services and the importance is further emphasized as air demand increases and passengers change. If there is a problem with departure baggage handling, the aircraft's gate occupancy time will be longer than the initial plan, resulting in congestion of the anchorage leading to final passenger terminal and mooring and road congestion and arrival or It is delayed until the processing of the baggage of the connecting flight and it can cause an economic loss such as confusion in the operation of the airport. The purpose of this study is to investigate the effect of the perception of service quality of BHS users on public Institutions performance through user satisfaction, user performance, and user loyalty. Analysis results using Structural Equation Model was suggested and its implication was discussed in the conclusion.

Keywords

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Fig 1. Incheon Airport Baggage Handling System

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Fig 2. Research Model

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Fig 3. Result of research hypotheses testing

Table 1. Setting a Hypothesis

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Table 2. Measurement Items

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Table 3. Demographic Analysis

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Table 4. Exploratory Factor Analysis

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Table 5. Confirmatory Factor Analysis

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Table 6. Validity of SEM

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