Enhancing Airport Service Quality: A Case Study of Kaohsiung International Airport

Abstract

Passenger traffic at Kaohsiung International Airport in Taiwan has seen a steady decline in the past few years due to several effects, including the establishment of the Taiwan High Speed Rail, and industry moving abroad. Because economic conditions have improved to some degree, and the Taiwanese government has permitted Chinese tourists to visit Taiwan and has allowed cross-strait direct flights, passengers are increasing. Therefore, the airport's priority should be promoting its service quality and environment. This study analyzed the importance and satisfaction of domestic and international tourists using questionnaires, and further applied an importance-performance analysis (IPA) to assess priority services that need improvement and to provide appropriate advice. The results showed that the priority services that must be improved comprise ground transportation, complaint handling, health center, speed of baggage claim, and comfort of the terminal.