A Research on the Factors affecting the Score of Airport Service Quality(ASQ) Considering the Interaction Between Airport Authority and Subcontractor
공항운영당국과 협력업체와의 상호관계에 있어 공항서비스평가(ASQ) 성과에 미치는 영향요인에 관한 연구

Kyung Sook Kim, Kee Woong Kim, Kun Hee Choi, Jang Kyu Bang
2014 Journal of the Korean Society for Aviation and Aeronautics  
Incheon international airport has been successful, that is, the winner of Airport Service Quality (ASQ) evaluation performed by ACI(Airport Council International) for nine consecutive years. It goes without saying that such an outstanding performance was made not only by airport authority itself but by the collaboration among subcontractors at Incheon international airport. Since Incheon airport is showing more than 80% of outsourcing rate, it is important to mention and study the roles and
more » ... y the roles and functions of subcontractors who has made a major contribution to ASQ performance. According to empirical research in this paper, it was found out service attitude, communication skill and interdependence between airport authority and subcontractors were important factors affecting the ASQ score. It is also analyzed that those independent factors have an impact on ASQ performance through the intermediate factor of trust. As a result, service attitude and interdependence between airport authority and subcontractors have statistically a significant effect to the relational satisfaction and ASQ performance. It could be concluded that trust is significant factor determining the causal relationship among service attitude, communication skill, relational satisfaction and ASQ score.
doi:10.12985/ksaa.2014.22.1.085 fatcat:uq67ewzzhva4xnvb2ssoejrxge