Evaluation of Airport Service Quality of Yakutsk Airport : Focusing on Passengers’ Expectations

• 발행기관: 한국물류학회
• 저자명: 최영서(Young-Seo Choi) 이사코바 비라야(Isakova, Biraia) 크리보샵키나 마르가리타(Krivoshapkina, Margarita) 리스탄 베르날 마리아(Listan Bernal, Maria) 여기태(Gi-Tae Yeo)
• 간행물 정보: 『물류학회지』제35권 제4호, 101~111쪽, 전체 11쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2025.08.30

국문 초록

본 연구의 목적은 사하 공화국의 주요 허브인 야쿠츠크 공항이 제공하는 서비스 품질을 승객의 기대와 경험에 초점을 맞추어 평가하는 것이다. 본 연구는 퍼지 IPA(Fuzzy IPA) 방법론을 사용하고, 161명의 승객을 대상으로 설문조사를 통해 데이터를 수집했다. 연구 결과, 퍼지 IPA 방법의 “집중영역”에 포함된 요인은 정보 접근성(요인 5), 인터넷 서비스 이용 가능성(Wi-Fi) (요인 18), 수하물 운반 편의성(요인 20), 수하물 전달 서비스 속도(요인 34)로 나타났다. 이들 요인은 매우 중요하지만 낮은 만족도를 보여 성과가 저조함을 보였다. 즉 고객은 정보, Wi-Fi 연결성 및 수하물 관련 서비스를 필수적으로 고려하고 있지만, 공항 관리는 이러한 기대에 부응하지 못하고 있음을 나타낸다. 본 연구는 향후 투자 및 개발 전략에 대한 로드맵을 제시하고 정책 입안자, 공항 당국 및 기타 이해관계자들에게 실행 가능한 시사점을 제시하였다.

영문 초록

The objective of this study is to evaluate the quality of service provided by Yakutsk Airport, the primary hub in the Sakha Republic, by focusing on the expectations and experiences of its passengers. The research uses the Fuzzy Importance-Performance Analysis (Fuzzy IPA) method to assess service quality from a passenger perspective. Data was collected through a survey of 161 passengers. As a result of study, in the “Concentrate here” quadrant of the fuzzy-IPA method, the factors include the following: Factor 5, “Information accessibility” from the “Access” category; Factor 18, “Availability of Internet service (Wi-Fi)”; Factor 20, “Convenience to carry baggage” from the “Airport facility” category; and Factor 34, “Speed of baggage delivery service” from the “Arrival services” category. Although these factors are highly important, they show low satisfaction levels, indicating underperformance. This suggests that customers regard information, Wi-Fi connectivity, and baggage-related services as essential, yet airport management is not meeting these expectations. The study provides a roadmap for future investment and development strategies and offers actionable insights for policymakers, airport authorities, and other stakeholders.

목차

Ⅰ. Introduction

Ⅱ. Literature Review

Ⅲ. Research Methodology

Ⅳ. Case Study

Ⅴ. Conclusion

References

키워드

공항 서비스 품질 야쿠츠크 공항 승객 기대 Airport Service Quality Yakutsk Airport Passengers’ Expectations FUZZY IPA

참고문헌

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