A Study on Airport Service Improvement Using Service Design Process

초록

The aviation industry is expanding non-face-to-face services using self-service technology. In addition, major airports around the world are rushing to introduce ‘smart airport’ in order to maximize customer satisfaction as well as responding appropriately to air demand. Therefore, it is significant to focus on this innovation in aviation industry. The purpose of this study is to analyze changes in airport service environment and process, to derive improvements on pain point found through in-depth interviews and persona production of employees and customers, and to establish an improved airport service process and service environment by reflecting the needs of customers. There are academic and practical implications in that it presented a convergent idea to provide balanced service to non-face-to-face service preferred. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.

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