서비스가 가장 좋은 국내 공항으로 제주공항이, 가장 나쁜 공항으로 김포공항이 각각 꼽혔다.
국회 국토교통위원회 소속 새누리당 이노근 의원이 17일 공개한 한국공항공사의 2013년도 1차 서비스 모니터링 용역결과보고서에 따르면 인천국제공항을 제외한 국내 14개 공항의 평균 서비스 점수는 90.2점으로 조사됐다.
제주공항은 97.9점으로 96.3점을 받은 대구공항과 원주공항을 제치고 수위를 차지했다.
김포공항은 지난해보다 무려 14.6점 하락한 78.2점으로 꼴찌에 그쳤다. 광주공항(82.1점), 김해공항(84.8점), 군산공항(85.9점)도 평균 점수가 낮아졌다.
김포공항의 경우, ID 체크서비스 분야에서 '배웅 인사' 33.3점, '맞이 인사' 40.0점, '친절한 미소' 46.7점을 각각 기록하는 등 주로 직원의 태도 점수가 낮았다.
반면 제주공항은 평가항목 가운데 '맞이 인사', '친절한 미소', '근무중 태도' 등의 평가 항목에서 100점 만점을 받은 것으로 나타났다.
이 의원은 "김포•광주•김해공항에서는 직원이 욕을 하거나 고압적으로 말하는 등 불친절한 태도가 되풀이되고 있다"면서 서비스 개선 대책을 촉구했다. (연합뉴스)
<관련 영문 기사>
Jeju airport best, Gimpo worst in service
By Shin Ji-hye
Jeju International Airport topped the rankings in customer service among the nation’s airports, a lawmaker said Thursday, citing a report by Korea Airports Corp.
Meanwhile, Rep. Lee Noh-geun of the ruling Saenuri Party said, Gimpo International Airport came in the worst among the 14 local airports evaluated, which excluded Incheon International Airport.
He said the service scores of the 14 airports averaged 90.2 points. The evaluation included parking services, security services, cleanliness, information desk, facilities and shuttle buses.
Jeju International Airport came out on top with 97.9 points, beating out both Daegu International Airport and Wonju airport with 96.3 points.
Gimpo International Airport’s ranking came in last, dropping 14.6 points from last year to 78.2 points. Its score was lower than Gwangju Airport (82.1) and Gimhae International Airport (84.8).
Gimpo International Airport scored especially low in employee attitude such as greetings and friendliness, marking below 50 points in identification check services.
“In Gimpo, Gwangju and Gimhae airports, employees have shown inhospitable attitudes such as speaking ill of customers or acting high-handedly,” Rep. Lee said, calling for plans to improve service.
On the other hand, Jeju International Airport scored 100 points in the area of employee attitude. The report said that Jeju airport also maintained high standards in terms of facilities and working process. Its improvement in personnel brought about positive effects on the airport’s overall service quality.
The airports’ average score dropped from last year’s 96.1 points. Though airport environment and facilities ranked high with 96.5 points and 96.2 points, respectively, personnel attitudes ranked lower overall.
Korea Airports Corp., which oversees the 14 local airports, declined to comment, saying a response would be given by its CEO at the National Assembly audit.
(
shinjh@heraldcorp.com)
