Airport Service Quality and Passengers’ Satisfaction-The Case of Chinggis Khaan International Airport in Mongolia

Airport Service Quality and Passengers’ Satisfaction-The Case of Chinggis Khaan International Airport in Mongolia

Onudari Nambat(Onudari Nambat)

指導教授 ： Isabell Handler

共同指導教授 ： Wan-Ching Chang(Wan-Ching Chang)

義守大學/管理學院/管理碩博士班/碩士(2016年)

摘要

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關鍵字

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並列摘要

Today, the global airport industry is changing and growing day by day rapidly. Travelers have significant choices along with airports and there is an increasing importance among the airport’s main concern should be promoting its service quality and airport marketers to make different themselves by meeting the needs of customers. Also airport is place where people have the possible to experience either satisfaction or frustration, other ways it is marketing and tourism scholars have argued that customer satisfaction is one of the primary goals of airports.
This study focuses on Mongolian international airport’s service quality and passengers’ satisfaction. Aiming to determine and analyze passengers’ perception of airport service quality its influence on importance and satisfaction. In this study used quantitative method to test an objective approach to measuring passengers’ perception and satisfaction, importance of airport service quality at airport. Questionnaire data collected from 492 passengers who had travel by arrival, departure or transit at Chinggis Khaan Mongolian International airport. The results show that airport service quality would raise the level of transfer passengers’ satisfaction.

並列關鍵字

Airport service quality ； passengers’ satisfaction ； Chinggis Khaan international airport ； Mongolian airport

參考文獻

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Oliver, R.L. Ed. (1993). A Conceptual Model of Service Quality and Service Satisfaction: