국제여객터미널 서비스 품질에 관한 실증연구

Abstract

The service industry is currently an area that can not be cut off from the center of the global economy. When we look at countries with advanced industries around the world, we can see that the share of service industries in the economy is very large. Service Industry accounts for nearly 80% of the GDP of the major countries in the world, and Korea, a member of the OECD, has also made a huge impact on the public service economy since the 1990s. The recent trend of public service economics is also Passenger terminals, formerly merely a ferry boarding facility, now have value as transportation services products that reflect the diverse needs of users. It should not only mean the basic role of the International Passenger Terminal as an axis in the transport of ocean passengers in the future, but should also constantly value the priority of implementing service marketing efforts to meet the diverse needs of customers.

The purpose of this study was to focus on the effects of each component on customer satisfaction and their intent to act on the international passenger terminal characteristics.

The characteristics of this study can be summarized as follows.

First, an empirical study has shown how the perceived quality of service relationship has been related to customer satisfaction and the intent of the act after using the service by international passenger terminal users.

Second, the component of the quality of service at the International Passenger Terminal was used in three dimensions, corresponding to the views of Brady and Cronin (2001) : interactive quality, resulting quality and physical environmental quality.

Third, the SPSS 21.0 statistical program and AMOS 21.0 were used to test the correlation between the three variables of quality of service, customer satisfaction and intent.

To achieve the purpose of this study, a variety of papers have been obtained through literature. However, the main results were drawn from the structured survey results collected directly from experienced users and field users using the International Passenger Terminal.

The main results can be summarized as follows.

First, it can be seen that the model of the quality of service configuration in consideration of the characteristics of the International Passenger Terminal is more satisfactory, and that it can be seen as the specific effects of the analysis of customer satisfaction on the characteristics of the International Passenger Terminal and the service quality of the services corresponding to the characteristics of the customer behaviors of the passenger terminal.

Second, although the impact on customer satisfaction with overall service quality of the International Passenger Terminal was found to be significant, it can be seen that the effect on the customer satisfaction of the physical environment was slight.

Third, it was found that customer satisfaction could have a significant influence on the client's intention of acting, such as oral proceedings.

This study presents several suggestions for further study. The assessment and analysis of the quality of service was performed only from the perspective of external customers. Therefore, future studies will need to see an assessment and analysis of the quality of the service from internal customers, including the service provider, and see if the results of an analysis on the quality of the service are true for all international passenger terminal use, other than Busan International Airport International Terminal.