Many Korea's Low Cost Carrier (LCC) are operating in the Korea aviation market. They want to reduce the basic cost for making the profit highly by the contract the third party such as ground handlers. The LCC subcontract ground handler and then provide many services for passenger. For examples, checkin counter, gate, arrival, baggage area and ramp operation (airside) services doing by ground handling company. There are service requirements between airline and ground handler.
This study has researched to check the importance performance analysis of service quality by ground handler's passenger service area and focusing on LCC airlines in the Korea. Especially, this study concentrates on the ground handling service quality of passenger side performed as well. The final purpose of the study is to find out the service satisfying gap bewteen airline staff and ground handling staff.
For getting the result, this study gather information from airline and ground handling company staff by check list with 17 differences questions. And The data of study were analyzed by frequency analysis, independent t-tes and IPA matrix.
The major finding the from the study as belows.
Firstly, There are difference between service importance and performance to LCC airlines staffs.
Secondly, There are difference service perception of importance between airline and ground handler.
Finally, as result of IPA matrix of 17 factors, There each items effected to airline staffs satisfying of performances by ground handling staffs service perception of importance. It means that each factor's importance related to performance result.
I hope this study support and understand Korea's LCC aviation industry for ground handling section. And It would be better next research for compare with Full Service Carrier(FSC).