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incheon international airport service quality’s de,incheon international airport service quality’s development factors页数：13字数：3083understanding of service quality & incheon international airport service quality’...
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Incheon International Airport Service Quality’s Development Factors
页数：13 字数：3083
Understanding of Service Quality
&
Incheon International Airport Service Quality’s Development Factors
-------------------------------------------------------------------------------------------
Abstract
The service sector has increased dramatically in importance over the last decade. In today’s business environment both the presence and quality of services are receiving management attention. Especially, service quality has been recognized as an indispensable factor for services that are to fulfill customer expectations. Therefore, understanding the role of service quality is critical for competitive advantage and success of service firms.
The rapid growth in passenger traffic has been experienced in Korea’s airline market. Competition is ever increasing as airlines try to acquire and retain customers. Price is initially used as the primary competitive weapon. However, airlines soon realize that competition on price alone represents a no-win situation in the long term. The regulators of the airline system may interfere in the price competition as it often results in declined service quality and may affect flight safety. This implies that airline’s competitive advantages based on price alone are not sustainable. Airline’s competitive advantages lie in the service quality perceived by customers.
An empirical study by Ostrowsk et al.(1993) shows that continuing to provide perceived high quality services would help airlines acquire and retain customer loyalty. And airline would lead the market if it offers superior quality services relative to its competitors. It is therefore of strategic importance for airlines to understand the service quality’s main factors and understand their relative competitive advantages on service quality.
The purpose of this paper is to introduce the service quality and the service quality factors, and showing the important points of the airport service quality. On the same time, it also shows the example of Incheon international airport’s competitive factors.
页数：13 字数：3083
Understanding of Service Quality
&
Incheon International Airport Service Quality’s Development Factors
-------------------------------------------------------------------------------------------
Abstract
The service sector has increased dramatically in importance over the last decade. In today’s business environment both the presence and quality of services are receiving management attention. Especially, service quality has been recognized as an indispensable factor for services that are to fulfill customer expectations. Therefore, understanding the role of service quality is critical for competitive advantage and success of service firms.
The rapid growth in passenger traffic has been experienced in Korea’s airline market. Competition is ever increasing as airlines try to acquire and retain customers. Price is initially used as the primary competitive weapon. However, airlines soon realize that competition on price alone represents a no-win situation in the long term. The regulators of the airline system may interfere in the price competition as it often results in declined service quality and may affect flight safety. This implies that airline’s competitive advantages based on price alone are not sustainable. Airline’s competitive advantages lie in the service quality perceived by customers.
An empirical study by Ostrowsk et al.(1993) shows that continuing to provide perceived high quality services would help airlines acquire and retain customer loyalty. And airline would lead the market if it offers superior quality services relative to its competitors. It is therefore of strategic importance for airlines to understand the service quality’s main factors and understand their relative competitive advantages on service quality.
The purpose of this paper is to introduce the service quality and the service quality factors, and showing the important points of the airport service quality. On the same time, it also shows the example of Incheon international airport’s competitive factors.
