A qualitative exploration of incheon international airport (ICN) service quality from the passengers’ perspective in a web-based environment

Abstract

ABSTRACT The quality of services offered to customers in airports is important in today’s competitive culture. Passengers are more sophisticated these days and airport managers need to be better equipped to understand and meet their demands. The aim of this paper is to identify attributes associated with Incheon International Airport (ICN) as found in passengers’ online comments. Another aim is to explore how these comments relate to Seoul, as a smart city destination. Passenger comments were sampled using Google Reviews and a content analysis was implemented to build a conceptual model of the airport and destination attributes. Results show that some attributes are unique to Incheon Airport. Also, some same attributes refer to Seoul as a smart city, a title given to Seoul by Forbes along with other major cities in the world in 2017 and 2018.