Making your airport more competitive is good business, and increasing passenger satisfaction will provide you the necessary edge over your competition. Across the globe, passengers are demanding higher levels of service. Likewise, regulators are paying closer attention to airport service provision and quality of service delivery.
A framework for airport service quality ASQ is assessed. Abstract Currently, airports are expected to be operated as self-sufficient service organizations providing efficient and high-quality services to a variety of customers.
In this context, improving airport service quality ASQ has become paramount. However, due to the complexity of the airport service environment, an effective process of measuring and analyzing passenger perceptions of ASQ is not easily achieved.
Generic scales for perceived service quality might not cover some particularities of the passenger—airport interaction. Furthermore, while some measurement practices have been developed within the airport industry, there has been only limited consideration for validity and reliability.
These concerns are certainly relevant to avoid misinterpreting passenger perceptions. In view of these concerns, this paper has a twofold objective. First, to fit a measurement model for perceived ASQ built on typical service measures within the airport industry.
Sample data from an extensive survey applied at a major Brazilian airport was used for confirmatory factor analysis. The results suggested that a six-factor structure provides a meaningful multi-item measurement model for perceived ASQ.
The model was validated for international and domestic departing passengers with respect to its factorial structure and metric invariance.
The proposed measurement model could be considered an alternative for a multidimensional approach in the context of airport performance measurement regarding service quality.
Finally, the findings from this research might contribute to the discussion on passenger perceptions of ASQ, particularly concerning its multidimensionality and the need to review current practices for ASQ analysis. Previous article in issue.Since the perceived level of quality is an antecedent of passenger satisfaction and his/her attitude towards the airport, measuring service quality according to this approach may support airport managers and other decision-makers with a passenger-oriented focus for airport planning and management.
Airport service quality drivers of passenger satisfaction Vanja Bogicevic, Wan Yang, Anil Bilgihan and Milos Bujisic Vanja Bogicevic is Abstract Graduate Student and Purpose – Considering the complexity of the airport industry service palette, it is important to identify Graduate Assistant and which air travel factors are distractors and which factors are enhancers of passenger satisfaction.
Passenger Service at Airports YE Managing Customer Expectation for Passenger Service at Airports CONTENTS. change and probably the most important of these is the drive to maximise non-aeronautical revenue.
Adelaide Airport participates in the Airport Council International (ACI) Airport Service Quality (ASQ) surveys.
The Impact of Airport Service Quality Dimension on Overall Airport Experience and Impression Redha Widarsyah University of Nevada, "The Impact of Airport Service Quality Dimension on Overall Airport Experience and Impression" ().UNLV Theses, Dissertations, and Immigration and Customs) and overall passenger perceptions of .
specific objectives of the study were 1) to identify and develop a service quality framework for airports, 2) to apply the proposed framework of airport service quality and investigate the relationship between different airport service quality dimensions and the passengers’ .
Managing Customer Expectations for Passenger Service at Airports drivers. They are often the first impression for the travelling visitor and locals have pride in their airport – they Airport Service Quality (ASQ) surveys.
The ASQ programme has approximately participating airports in more than 50 countries and is the largest.