2011•International Business ResearchOpen access

Transfer Passengers’ Perceptions of Airport Service Quality: A Case Study of Incheon International Airport

Jin-Woo Park, Se-Yeon Jung

Abstract

This paper seeks to investigate transfer passenger’s perception of airport service quality and its influence on value, satisfaction, airport image, and passenger behavior. To test the relationships between the variables, Structural Equation modeling is used to analyze survey data collected from 331 transfer passengers at Incheon International Airport. The results show that airport service quality would raise the level of transfer passengers’ satisfaction, value perceptions, and airport image formation. In addition, airport service quality has an indirect impact on transfer passenger behavior by means of value, satisfaction, and airport image.

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Key concepts: International airport, Service quality, Structural equation modeling, Business, Perception, Service (business), Transport engineering, Transfer (computing)