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1
Bulut, Cagri, and Sefer Aydogan. "AIRPORT SERVICE QUALITY: A RECONCEPTUALIZATION AND A PRACTICAL APPLICATION ON THE NON-AERONAUTICAL SERVICES." Aviation 24, no. 4 (December 21, 2020): 182–96. http://dx.doi.org/10.3846/aviation.2020.13290.
Повний текст джерелаАнотація:
In line with the advancing airway capability, the non-aeronautical business opportunities at airports are also in growth. To attract more passengers or to generate extra income over non-aeronautical services, the airport decision-makers need to evaluate the quality of their services. This study aims at introducing an expanded approach to improve airport service quality aspects of the non-aeronautical business opportunities. Given the increasing number of airports, passengers prefer airports, which provide better or extra services compared to others. To reveal the airport service quality (ASQ) aspects, together with the quality department experts, we conducted a qualitative study that put forward six significant dimensions for an effective evaluation of airport service quality at an airport. Based on the results of the qualitative study, we designed the sector-specific questionnaire, and its empirical data is conducted over 250 passengers through a face-toface survey. Survey results introduce a practical assessment tool for the use of airport managers to gather strategic inputs on their strategic plans and quality implications. Results also contribute to the literature by presenting a comprehensive understanding of the airport service quality.
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James Ugo, Ejem Ejem A, Nwokedi Theophilus Chinonyerem, Okoroji L I, Mabachu, and Justice Chigozie. "Major component determinants of international airport service quality in nigeria." Journal of Management and Science 12, no. 4 (December 31, 2022): 104–15. http://dx.doi.org/10.26524/jms.12.71.
Повний текст джерелаАнотація:
The study analyzed the major component determinant attributes of airport service quality in Nigeria with a view to establishing the priority service quality attributes/factors which airport authorities in Nigeria should follow in improving airport service quality and utility derivable from consumption of airport services by airlines and passengers. Using the Nnamdi Azikiwe International Airport (NAIA), Abuja and the Murtala Mohammed International Airport (MMIA), Lagos as case studies, the study employed questionnaire as a survey instrument to generate primary data used for the study. The survey instrument was calibrated to elicit responses from airlines staff and air passengers in the two airports on what service quality attributes among the five consolidated attributes of responsiveness, reliability, tangibles, empathy and assurance contribute significantly to their judgment about airport service quality in each airport in line with the SERVQUAL model. The principal component factor analysis (PCFA) was used to analyze the data obtained from the survey and the major significant determinant attributes of airport service quality where determined from the perspectives of both the airlines and air passengers as major consumers airport services in Nigeria.
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Dimitriou, Dimitrios, Maria Sartzetaki, and Iliana Kalenteridou. "Dual-Level Evaluation Framework for Airport User Satisfaction." International Journal of Operations Research and Information Systems 12, no. 1 (January 2021): 17–30. http://dx.doi.org/10.4018/ijoris.2021010102.
Повний текст джерелаАнотація:
Passenger's satisfaction evaluation is very complicated for transport infrastructure services that accommodate high demand, mainly due to international passenger's quality attitudes, expectations, and experiences. This paper focuses on the development of the methodological framework to assessing level of service quality at airports, adopting two evaluation layers: the level of service (efficiency to manage traffic demand) and the level of expectation (performance to accommodate traveler's needs). The conceptual framework develops a holistic approach to evaluate overall level of service quality of an airport. A modeling framework then is developed to test the reliability of the level of quality and the consistency of airport level of service and level of passengers expectation. The methodology is applied in a small sized airport the Democritus Airport in Alexandroupolis, in Northern Greece. The analysis explores the passenger's satisfaction level for Greek regional airports and highlights the consistency of level of airport service and passenger's level of expectations.
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Albeshr, Hasan, and Syed Zamberi Ahmad. "Service innovation by Dubai International Airport: the battle to remain competitive." Emerald Emerging Markets Case Studies 5, no. 1 (March 3, 2015): 1–18. http://dx.doi.org/10.1108/eemcs-06-2013-0111.
Повний текст джерелаАнотація:
Subject area Tourism and hospitality management, strategy, economics and customer service. Study level/applicability Undergraduate students studying hospitality management, customer satisfaction, customer service and economics. Case overview Dubai International Airport is one of the most celebrated airports worldwide. It was constructed by order of Sheikh Rashid bin Saeed Al Maktoum in 1969 and has developed significantly in all sections over the years. Passenger numbers and profits have increased dramatically and the airport has received many awards from various countries and organizations, contributing greatly to economic and tourism development. Dubai International Airport offers unique services and facilities to customers, including the Airport Medical Centre, special needs services, Dubai International Airport Hotel, transportation, lounges, a children's play area, smoking rooms, Al Majlis services, executive flight services, Ahlan services, a modern baggage-handling system and Dubai Duty Free. The quality of service is one of the significant concerns of an international company, including Dubai International Airport, as a high quality brings many benefits to the organization, such as increased customer satisfaction and revenue. Thus, to maintain a high-quality level and compete with other international airports, Dubai International Airport needs to ensure the development of its service. Expected learning outcomes This cast study will help understand both the services offered by the airport and their features and understand the concepts of increasing value to customers in lieu of money, the contribution of the airport to economic growth, exceeding customers' expectations, intonation in providing services, some factors of competitive advantages, the application of customer satisfaction theories, the services market triangle and providing a role model to other airports. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email: support@emeraldinsight.com to request teaching notes.
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Fantoni, Anna, Douglas M. Mansel, and Peter B. Mandle. "Premium Public Parking Services: A Way to Improve Parking Operations at Airports." Transportation Research Record: Journal of the Transportation Research Board 1703, no. 1 (January 2000): 105–11. http://dx.doi.org/10.3141/1703-14.
Повний текст джерелаАнотація:
Premium public parking services, such as valet, reserved, and business parking, are becoming increasingly popular at U.S. airports. They offer an enhanced level of customer service; are important business opportunities and sources of revenue for airports; contribute to reduction of curbside congestion, thereby encouraging travelers to park instead of being dropped off or picked up; and improve an airport’s ability to compete with privately operated, off-airport parking facilities. A study was conducted at more than 14 U.S. airports and demonstrated that successful premium public parking services provide a good combination of location, parking capacity, rate structure, quality of service, and business arrangements. Although these factors are very specific to each airport, general guidelines for parking managers who wish to optimize existing parking facilities, maximize net parking revenues, and provide a high level of customer service are outlined.
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Smirnov, Anton, Evgeniy Smolokurov, Vladimir Tarikov, and Sergei Krovsh. "Correlation between the quality of service and economic performance of airports illustrated by Pulkovo airport and Denver international airport." E3S Web of Conferences 363 (2022): 01013. http://dx.doi.org/10.1051/e3sconf/202236301013.
Повний текст джерелаАнотація:
The article analyzes the relationship between the level of airport service and their commercial performance. The airports chosen for comparison are Pulkovo Airport, one of the largest airports in Russia (the second largest by area) and the fourth largest by passenger traffic in Russia, as well as Denver International Airport, the largest airport in the United States. The study provides a brief description of Pulkovo Airport and Denver International Airport, gives quality of service assessments in these airports, based on which the main service problems in the abovementioned airports are identified, as well as the possible factors that led to these problems. It is revealed and proved that regardless of the location and size of the airports, the main goal of their owners is to make the biggest profit, the quality of passenger service decreases every year, while the amount of profit derived from the operation of these airports, on the contrary, grows.
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Seda Otieno, Protus, and Krishna Govender. "Managing airport service quality – the impact of self-service technologies." Investment Management and Financial Innovations 13, no. 3 (October 10, 2016): 387–93. http://dx.doi.org/10.21511/imfi.13(3-2).2016.11.
Повний текст джерелаАнотація:
The impact of self-service technologies on service quality at a major international airport in South Africa, was determined using an adapted SERVQUAL instrument, which focused on Reliability, Convenience, Ease of Use and fulfillment, by developing and testing three hypotheses, which postulated relationships between the aforementioned. The data from a systematic random sample of 318 passengers collected during peak hours at the international departures terminals was analyzed using inferential statistics, confirmed that there is an association between convenience and fulfilment; between ease of use and fulfilment, and between reliability and fulfilment, although some relationships were not very strong. SSTs have addressed the long queues at the airport and improved passenger service experience. The findings must, however, be interpreted with caution as there are inherent limitations and opportunities for further research. Keywords: service experience, self-service, technology, airport service. JEL Classification: M31
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Gani, Mikael Gabra, Dewanti Dewanti, Muhammad Zudhy Irawan, and Faza Fawzan Bastarianto. "Determining Priority Service of Yogyakarta Adisutjipto Airport Using Servqual Method and Kano Model." Journal of the Civil Engineering Forum 5, no. 3 (September 18, 2019): 211. http://dx.doi.org/10.22146/jcef.45364.
Повний текст джерелаАнотація:
Nowadays, airports are expected to be operated as a self-service organisation that provides efficient and high-quality services. Since the satisfaction of passengers is essential for airport’s operators, the efforts to provide better services for passengers become a concern for airport’s operators by increasing the quality of service to passengers. It is crucial to identify which kind of services that would be the top priority service for the passengers. Thus, this study aims to improve the quality of service to passengers that are conducted by combining the Servqual method and Kano model. Servqual method is used to capture consumer perceptions and expectations of service along with the multi-dimensional research instrument, while the Kano model is a theory to observe costumer’s satisfaction preferences. The combination of the methods aims to determine the type of service that becomes the top priority for immediate improvement so that it can improve the service quality effectively. The selection of the priority services is based on the magnitude of the gap between expectations and perceptions of passengers on a particular service, and the assessment of passengers on the type of service that significantly influences passengers’ satisfaction with the service performance at the airport. The results of this research showed that there were three types of services as the top priority for improving their performance, namely the type of services related to the personal attention to passengers, the attractive waiting room conditions, and the understanding of each passenger’s needs individually. The airport management is expected to immediately improve the performance of the services so that the quality of service can immediately increase.
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Wibowo, Untung Lestari Nur Wibowo, Quirina Ariantji Patrisia Mintje, Sabam Dany Sulung, and Ikhwanul Qiram. "Analysis of Passenger Satisfaction on Green Airport Blimbingsari International Service." Ilomata International Journal of Management 3, no. 4 (November 28, 2022): 548–57. http://dx.doi.org/10.52728/ijjm.v3i4.609.
Повний текст джерелаАнотація:
Since 2019, Blimbingsari Airport has been designated as an International Airport with a green airport concept. This airport has received the most prestigious award in The 2022 Aga Khan Award for Architecture. Several energy efficiencies and conservation program initiatives certainly have an impact on the service facilities provided. However, this program implies an increase in the number of passengers. This increase certainly requires attention to be studied further because it is related to the airport's ability to serve the needs of service users. This study was conducted to determine the service quality of Blimbingsari International Airport based on passenger perceptions. 100 respondent were randomly selected to be the research sample. This study uses 5 (five) service quality dimensions which include 7 service variables to measure airport service quality. Data collection was carried out in mid-June 2022 by distributing a Likert scale 5 questionnaire. Data analysis used the IPA and Servqual gap methods. Based on the results of data analysis, it can be seen that there are 7 (four) service variables that are important to determine the quality of airport terminal services, namely (1) the ease of passengers in obtaining information, (2) the reliability of airport facilities and equipment, (3) the coolness and comfort of the airport terminal. , and (4) a clean airport terminal room. The servqual gap shows that 5 (five) dimensions of service quality are positive. Based on these results, it can be concluded that the service quality of Blimbingsari International Airport is very satisfying for passengers.
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Li, Jing. "Research on Quality Management of Airport Service Product." BCP Business & Management 24 (August 10, 2022): 248–53. http://dx.doi.org/10.54691/bcpbm.v24i.1494.
Повний текст джерелаАнотація:
To attract more passengers to choose flights as the most efficient and comfortable transportation, to appeal to more retailers to increase non-aviation income, to draw more airlines to buy airport service products, more and more airports are spending more money and energy on research how to improve quality of service product. This thesis analyzed many domestic and international literature, mainly based on the PMBOK Guide of PMI, and summarized the principles which are suitable for the quality management of airport service products. Then it combined with the successful cases of airports around the world to explore methods to improve product quality for three objects: passengers, retailers, and airlines.
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Bae, Wonmi, and Junwook Chi. "Content Analysis of Passengers’ Perceptions of Airport Service Quality: The Case of Honolulu International Airport." Journal of Risk and Financial Management 15, no. 1 (December 30, 2021): 5. http://dx.doi.org/10.3390/jrfm15010005.
Повний текст джерелаАнотація:
This paper explores passengers’ perceptions toward airport service quality through a content analysis. Using 1341 review comments posted on the Skytrax website, we identify satisfiers, dissatisfiers, and performance factors that determine passengers’ experiences at the Honolulu International Airport and the world’s leading airports (Singapore Changi Airport, Haneda Airport, Incheon International Airport, Hamad International Airport, and Hong Kong International Airport). The results show that the Honolulu International Airport needs to improve cleanliness of the facilities, signage, and staff courtesy. A context-specific examination reveals that security, check, flight, line, and staff are the most frequently occurring words used by dissatisfied passengers. The most common words mentioned by satisfied users of the world’s leading airports include staff, terminal, clean, time, immigration, and free. These findings provide suggestions and implications concerning customers’ perspectives and may help airport managers enhance airport service quality and renovate airport facilities.
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Munoz, Claudia, Henry Laniado, and Jorge Córdoba. "Modeling Air Travelers' Experience Based on Service Quality Stages Related to Airline and Airports." Modern Applied Science 13, no. 11 (October 12, 2019): 37. http://dx.doi.org/10.5539/mas.v13n11p37.
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This paper proposes a new scale for assessing traveler experience in air travel. Here, passenger experience is measured through travelers' perception of service quality, considering it as a chain of services. The new scale is called air travel service quality (ATSQ). It considers three service quality stages: departure airport service, airline service, and arrival airport service. This paper applies the ATRS scale to examine service quality in domestic travels in a Colombian context. Given that traveler’s experience plays a crucial role in determining passenger’s satisfaction, a structural equation model (SEM) was applied to examine the relationship between service quality stages, customer satisfaction, and behavioral intentions. Adding the passengers' perception of the arrival airport to the integrated service quality measurement is considering one of the main contributions of this study. The finding of this research confirmed that all three stages of air travel service have a significant, positive effect on passenger satisfaction. The scale found in this research should provide useful information for developing effective operational and marketing strategies for the air travel market. In this way, airports and airlines could better understand how traveler’s perception of service quality may affect each choice related to which departure airport, airline, and arrival airport combination to choose from.
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Pholsook, Thitinan, Warit Wipulanusat, Poomporn Thamsatitdej, Sarawut Ramjan, Jirapon Sunkpho, and Vatanavongs Ratanavaraha. "A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality." Sustainability 15, no. 11 (May 31, 2023): 8885. http://dx.doi.org/10.3390/su15118885.
Повний текст джерелаАнотація:
The novel coronavirus (COVID-19) outbreak has impacted the aviation industry worldwide. Several restrictions and regulations have been implemented to prevent the virus’s spread and maintain airport operations. To recover the trustworthiness of air travelers in the new normality, improving airport service quality (ASQ) is necessary, ultimately increasing passenger satisfaction in airports. This research focuses on the relationship between passenger satisfaction and the ASQ dimensions of airports in Thailand. A three-stage analysis model was conducted by integrating structural equation modeling, Bayesian networks, and artificial neural networks to identify critical ASQ dimensions that highly impact overall satisfaction. The findings reveal that airport facilities, wayfinding, and security are three dominant dimensions influencing overall passenger satisfaction. This insight could help airport managers and operators recover passenger satisfaction, increase trustworthiness, and maintain the efficiency of the airports in not only this severe crisis but also in the new normality.
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Jiang, Yu, Linyan Zeng, and Yuxiao Luo. "Multiobjective Gate Assignment Based on Passenger Walking Distance and Fairness." Mathematical Problems in Engineering 2013 (2013): 1–7. http://dx.doi.org/10.1155/2013/361031.
Повний текст джерелаАнотація:
Passenger walking distance is an important index of the airport service quality. How to shorten the walking distance and balance the airlines' service quality is the focus of much research on airport gate assignment problems. According to the problems of airport passenger service quality, an optimization gate assignment model is established. The gate assignment model is based on minimizing the total walking distance of all passengers and balancing the average walking distance of passengers among different airlines. Lingo is used in the simulation of a large airport gate assignment. Test results show that the optimization model can reduce the average walking distance of passenger effectively, improve the number of flights assigned to gate, balance airline service quality, and enhance the overall service level of airports and airlines. The model provides reference for the airport gate preassignment.
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Sihombing, Tunggul, Elita Dewi, and Deddy Hutapea. "IMPLEMENTATION OF PUBLIC SERVICE POLICY TO IMPROVE THE SERVICE QUALITY OF SISINGAMANGARAJA XII INTERNATIONAL AIRPORT." Social Perspective Journal 1, no. 2 (January 17, 2022): 145–63. http://dx.doi.org/10.53947/tspj.v1i2.71.
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The airport is the entrance to an area, region, or country and is the primary means of air transportation. Sisingamangaraja XII International Airport is a State-Owned Enterprise (BUMN) under the auspices of PT Angkasa Pura II. Sisingamangaraja XII International Airport has a public service standard policy as a form of commitment to users. In implementing public service standards policies, there are several challenges in improving the quality of public services. This study aims to identify and describe the implementation of public service standards policies at Sisingamangaraja XII International Airport. This study uses descriptive research methods through a qualitative approach. In collecting data, the researcher used the method of interview, observation, documentation using the theory of Van Meter and Van Horn. The theory consists of variables that can determine the effectiveness of implementation, namely policy standards and objectives, relationships between organizations, resources, characteristics of implementing agents, social, political, and economic conditions, and disposition of implementers. This research shows that the orientation of the implementation of public service standard policies at Sisingamangaraja XII International Airport is public satisfaction. The airport manager makes some effort, such as the provision of digital-based facilities, service efficiency, availability of facilities that are orientated to standards, and accordance with the availability of resources, characteristics of implementer organization, economic, social, and political conditions. However, the airport management is still experiencing problems in several aspects, such as coordination with related organizations and partnerships that have not been effective and the political impact of refusing to change the airport's name by the local community.
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Noviyanti, Noviyanti. "Kajian Evaluasi Kinerja Pelayanan Transportasi Antar Moda Di Pulau Batam." Warta Penelitian Perhubungan 22, no. 2 (February 28, 2010): 189–213. http://dx.doi.org/10.25104/warlit.v22i2.1044.
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Integration antannoda at international airports and seaports in Indonesia's need to be supported withfacilities/ tenninals far integration antannoda integrated in order to improve the quality of transportationservice on service users. The important role of integrated facilities far transfer nwde still needsto be organized with a facilib.J poliaj / antannoda integrated tenninal. Port and airport facilities inaccordance with the wishes of the user port and airport services that meet the criteria as ports andairports with integrated services in order to support the development of antannoda transport, therebyincreasing the transportation service effectively and efficiently.Data were analyzed using descriptive statistics, further analysis of transportation service performanceusing analyti.cal tools antannoda Importance Performance Analysis (IPA) and the CustomerSatisfaction Index (CSI). Based on the analysis, it is knawn that ports and airports are being evaluatedmeet the criteria for supporting the transport antannoda but there antannoda transportationservice facilities slwuld be improved anwng other facilities in ports/ airports, convenience of alternativeroutes to the bus station, port or airport , availabi1ity of tickets reservation service counter facilities,the dismissal of public transport passenger bus stop near the port/ airport, ease to get traveltickets with a choice of various kinds of advanced modes.Keywords: Inter-Mode, Transport Sennce, Performance.
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Kurniawan, Ridha. "PASSENGER’S PERSPECTIVE TOWARD AIRPORT SERVICE QUALITY (ASQ) (CASE STUDY AT SOEKARNO-HATTA INTERNATIONAL AIRPORT)." Journal of the Civil Engineering Forum 3, no. 1 (August 29, 2017): 291. http://dx.doi.org/10.22146/jcef.26547.
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Passenger satisfaction towards airport service quality is influenced by the level of service at the previous service quality. It causes the new facility is expected to exceed the previous service quality. Service quality improvement of people mover system in Grand Design of Soekarno Hatta International Airport (SHIA) expected to support increasing airport service quality management. People mover existing conditions that occur on a free shuttle bus has caused some customer complaint. The purpose of this thesis is providing strategic support as complaint handling on people mover system to enhancing SHIA service quality. The discussion involves a passenger's perspectives, passengers’ satisfaction, and airport service quality to get a purpose of research. This thesis utilizes Fodness and Murray (2007) theory regarding the accurate scale to measure SHIA service quality by using Servqual method and Kano Model approach. Airport Service Quality (ASQ) aims to give an airport more competitive in the relationship between business and operations. In this thesis offers support strategy in service quality attributes and considerations to assist airport management in improving airport service quality. This thesis finds the value gap between airport management and passengers’ perspectives that serve as accurate scale in each service attributes on people mover facility at SHIA that must be met to achieve satisfaction based on passengers’ perspectives. Also, this thesis finds several services attributes that must be met on people mover facility at SHIA as a basic service needs by passengers need. Airport management at SHIA should focus on the improved operating system of people mover system related to attributes punctuality, free of charge, information about the schedule, headway, and safety. This thesis presents the relationship between the value gap with service attributes that must be met by passengers’ perspectives, passengers’ satisfaction, and airport service quality. This thesis shows how an airport service quality is decided based on gap scale between airport management with passenger perspectives and priority services as passengers’ guarantee.
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Bakır, Mahmut, Şahap Akan, Emircan Özdemir, Phi-Hung Nguyen, Jung-Fa Tsai, and Hong-Anh Pham. "How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews." Sustainability 14, no. 4 (February 14, 2022): 2151. http://dx.doi.org/10.3390/su14042151.
Повний текст джерелаАнотація:
Delivering high-quality service to passengers can be critical for an airport’s survival, competitiveness, profitability, and long-term growth in a highly competitive environment. The present study aims to examine the relationship between airport service attributes and passenger satisfaction. To this end, we conducted multi-method research consisting of symmetric (multiple regression analysis—MRA) and asymmetric (necessary condition analysis—NCA) approaches. The research data consists of 1463 valid online reviews (n = 1463) of the top 50 busiest airports in Europe retrieved from Skytrax. The MRA was employed to examine the net effect of the eight airport service attributes on passenger satisfaction, while the NCA was used to explore the necessary conditions and level of necessity to achieve passenger satisfaction. Using MRA, the findings reveal that airport staff is the most influential predictor of passenger satisfaction, whereas airport shopping and airport Wi-Fi connectivity do not have a significant effect on passenger satisfaction. Moreover, the NCA results found that six of the eight conditions are necessary to achieve passenger satisfaction at the airport. To complement and comprehend the findings, this study also sheds light on the antecedents underlying airport passenger satisfaction in the post-COVID-19 era using NCA.
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Nik Hussin, Nik Syuhailah, Nurul Hasliza Mohd Razmin, and Zuraimi Abdul Aziz. "Analysis of Service Rendered by the Malaysian Airport." Journal of Entrepreneurship and Business 5, no. 1 (January 19, 2021): 1–11. http://dx.doi.org/10.17687/jeb.v5i1.64.
Повний текст джерелаАнотація:
The airport industry is currently changing rapidly. In the competitive market, airport service providers have to create themselves differently by meeting the needs of travelers better than the competitors. This is because travelers are an airport?s main customers and their first impression of airport facilities and services may influence their feelings towards the airport. Therefore, this study aims to investigate travelers? perceived service quality of the Low-Cost Carrier Terminal (LCCT) as the overall quality would affect the decision of future travelers using the LCCT. A survey was carried out at the main exits of the LCCT after determining a list of factors affecting the airport service quality. Based on the analysis of literature, the authors proposed a system of criteria designed for measuring the quality of airport services according to five service quality dimensions. To test the relationships between the variables, the Statistical Package for Social Sciences (SPSS) is used to analyze survey data collected from 136 travelers at LCCT. The results show that travelers have various views on the service quality provided by the LCCT.
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Tamara, Dewi, Asnan Furinto, Faik Fahmi, Heny Poerwanti, and Ratih Safitri. "AIRPORT CONGESTION AND CUSTOMER SATISFACTION AT SMALL AIRPORTS IN INDONESIA." EPH - International Journal of Business & Management Science 3, no. 4 (December 27, 2017): 25–47. http://dx.doi.org/10.53555/eijbms.v3i4.58.
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Congestion is a growing trend at major airports in Indonesia, as there is a general sense of what to expect when a hub or home airport begins approaching maximum capacity. Airports increased their capacity, safe and secure operations. Given that airports – which used to be known as local monopolies – now operate in a competitive environment, they now have invested massively in facilities to ensure customer satisfaction. In this research, the researchers aim to study whether airport congestion impacts customer satisfaction at secondary airports in Indonesia. The research will take place at Adisucipto International Airport in Yogyakarta, Central Java, Indonesia, known as congested small airports. The utilization rate is exceeding 370% of its planned capacity. The researchers specifically targeted departing international passengers at Terminal A during peak hours (6:00 AM – 8:00 AM) and did secondary research towards those leaving outside the airport’s peak hours (9:00 AM – 12:00 PM). The research approach is a descriptive analysis using questionnaires to 253 respondents (123 peak hour passengers & 130 non-peak hour passengers) to measure their expectations and perceived qualities at the airport. Based on the comprehensive service quality model, SERVQUAL, developed by Parasuraman, Zeithamal, and Berry (1988) and data processing using IBM’s SPSS, the researchers found no significant correlation between departure time and passengers’ perceptions in all five service dimensions. However, the discrepancy (gap) value between expectations and perceptions during non-peak hour departures is higher than that of the airport’s peak hour departures.
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Nugroho, Adi. "Airport Service Quality and Word of Mouth." Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) 9, no. 2 (March 23, 2023): 121. http://dx.doi.org/10.54324/j.mtl.v9i2.592.
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The study is about the implementation of airport service quality perception and its relation to Word of Mouth (WOM). The main purpose of the study is to develop an understanding of the airport service quality perception developed by Airport Council International. Furthermore, it investigates the relationship between service quality and WOM and analyzes whether the passengers discuss the airport service quality to other passengers; share the airport experience to social media; and recommend the airport to others or not. These raise the questions whether the service quality could affect Word of Mouth (WOM) including the interaction between variables. The results of the study show that the airport service quality has positive impact toward Word of Mouth and some findings related to the problems.
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Szymczak, Robert. "Review of research methods for evaluating passenger level of service at airports." WUT Journal of Transportation Engineering 129 (June 1, 2020): 81–99. http://dx.doi.org/10.5604/01.3001.0014.4247.
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The passenger level of service is a qualitative measure used to relate the quality of passenger services provided by the airport. The level of service can be perceived in correlation with both quantified and unquantified service characteristics. The global IATA Level of Service (LoS) standards are based on the maximum queuing time and space required per passenger for various terminal sub-systems. The provided level of service by the airport influences passenger experience and therefore is an important factor of airport attractiveness for airlines. The level of service is correlated with terminal facilities size so it is necessary to take it into account when designing new airports. Decrease of the LoS below acceptable standard is a trigger for operational and physical improvements of existing processes. Moreover defining the target level of service is necessary to determine terminal capacity and set coordination parameters. This paper discusses the importance of level of service at airport passenger terminals and presents methods for LoS assessment. Advantages and disadvantages were identified of each level of service research: manual observation, automatic detection, calculation and simulation. The paper includes recommendations for evaluating level of service during airport planning and operations phase.
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Kumar, Dr Manoj, and Krishan Kant Meena. "A Study on Air Traveller’s Satisfaction of Service Quality for Jaipur International Airport (JIA)." Indian Journal of Management and Language 2, no. 2 (October 30, 2022): 25–32. http://dx.doi.org/10.54105/ijml.b2050.102222.
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This paper explores on service quality of an Jaipur International airport, which is more influenced on the passenger satisfaction. Measuring and improving service quality has become an important. The quality of airport services for passenger is investigated in this paper using Airport Council international Airport service Quality (ASQ) method. The data were collected through structured questionnaire addressed to departing and arrival passengers. Passengers expressed their perceptions according to an ordinal verbal scale about some service factors concerning aspects such as Check-In, security, Airport facilities, access, and arrival services etc. We propose an ordered ACI ASQ model with the aim to investigate on the result from the analysis has suggested that all the dimensions of service quality influences the passenger satisfaction. The information endowed with the study can be used for designing the marketing strategies to improve the passenger satisfaction in aviation industry.
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Adeniran, James A., and Binuyo A. Adekunle. "Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports." International Journal of Marketing Studies 8, no. 6 (November 28, 2016): 128. http://dx.doi.org/10.5539/ijms.v8n6p128.
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<p>This study assesses the relationship between dimensions of service quality and customer satisfaction from the perspectives of passengers that travel through Nigerian airports. Survey methodology was adopted for the study. Cross-sectional data were collected at four International airports with the aid of structured questionnaire. The questionnaire was administered to 600 passengers across Lagos, Abuja, Kano and Port-Harcourt airports with 71% response rate. Regression analyses reveal that although the relationship between each of the dimensions of service quality and customer satisfaction is significant at 5%, the multiple correlation coefficient ranges from weak to moderate thus suggesting that the dimensions of service quality requires further enhancement for customers satisfaction to be improved upon by the Airport Authority in Nigeria. The study advocate decisive action by the Airport Authority in Nigeria to initiate policies geared at enhancing dimensions of service quality for improved customer satisfaction at various Nigerian Airports.</p>
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Andri, Andri, Roswan Kasim, and Endang Wahyuni. "JASA PELAYANAN BANDARA HALIM PERDANA KUSUMA DAN BANDARA HUSEIN SASTRANEGARA." JURNAL MANAJEMEN TRANSPORTASI DAN LOGISTIK 3, no. 1 (July 25, 2017): 111. http://dx.doi.org/10.25292/j.mtl.v3i1.143.
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The study entitled “Analysis Comparison of Satisfaction Passenger Against the Service Halim Perdana Kusuma Airport in Jakarta and Bandung Husein Sastranegara Airport in 2015” was conducted to determine and analyze the quality comparison service consisting of responsiveness, assurance, tangibles, empathy and reliability to consumer satisfaction on Hussein Airport Sastranegara and Halim Perdana Kusuma Airport. This study was conducted to determine and analyze the dominant service quality dimensions that influence satisfaction. The benefits of this research is to get a general idea about the services at Soekarno Hatta and Halim Perdana Kusuma Airport in Jakarta. To determine the level of satisfaction of passengers on each variable services at Bandung Husein Sastranegara Airport and Halim Perdana Kusuma Airport.
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Andri, Andri, Roswan Kasim, and Endang Wahyuni. "PELAYANAN BANDAR UDARA HALIM PERDANA KUSUMA DAN BANDAR UDARA HUSEIN SASTRANEGARA." Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) 3, no. 1 (March 7, 2016): 111. http://dx.doi.org/10.54324/j.mtl.v3i1.143.
Повний текст джерелаАнотація:
The study entitled “Analysis Comparison of Satisfaction Passenger Against the Service Halim Perdana Kusuma Airport in Jakarta and Bandung Husein Sastranegara Airport in 2015” was conducted to determine and analyze the quality comparison service consisting of responsiveness, assurance, tangibles, empathy and reliability to consumer satisfaction on Hussein Airport Sastranegara and Halim Perdana Kusuma Airport. This study was conducted to determine and analyze the dominant service quality dimensions that influence satisfaction. The benefits of this research is to get a general idea about the services at Soekarno Hatta and Halim Perdana Kusuma Airport in Jakarta. To determine the level of satisfaction of passengers on each variable services at Bandung Husein Sastranegara Airport and Halim Perdana Kusuma Airport.
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Reynold, Binsar, Alit Sodikin, Sandriana Marina, Salahudin Rafi, Erni Pratiwi Perwitasari, and Yosi Pahala. "Kolaborasi Interfungsional dan Kualitas Pelayanan Pusat Kontrol Operasi di Bandara I Gusti Ngurah Rai." Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) 10, no. 2 (August 6, 2023): 125. http://dx.doi.org/10.54324/j.mtl.v10i2.1105.
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The study aims to analyze the Airport Operation Control Center (AOCC) operational performance through interfunctional cooperation on the operational quality of I Gusti Ngurah Rai Airport in Bali. The airport facilities and infrastructures are considered inadequate when they are compared to the growth rate of air traffic. Ideally, the study wants to find out the effect of Airport Operation Control Center’s performance on airport operational service quality and the mediating role of interfunctional cooperation on airport operational service quality. The sample of 49 stakeholders and AOCC users at I Gusti Ngurah Rai Airport in Bali was used as the saturated sampling method and the data were analyzed using Structural Equation Model (SEM) with Smart PLS program. The results show that the operational performance has direct effect on interfunctional cooperation and airport operational service quality. Furthermore, the interfunctional cooperation is able to mediate the AOCC operational performance and the quality of airport operational services.
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Jeeradist, Thongchai. "SERVQUAL and Kano’s model integrated to develop a conceptual model of airport terminal service implementation." E3S Web of Conferences 258 (2021): 02010. http://dx.doi.org/10.1051/e3sconf/202125802010.
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This paper proposed a conceptual model to contribute the development of airport terminal service quality by conducting an empirical investigation intocustomer value co-creation behavior in Airport terminal service. The research approach to develop a scale to measure passenger expectations of airport terminal service quality, provide the airport service model to reach the passenger expectation and improved service quality. Research finding the airport service improvement with the top service quality and high rank in the business competitions. The proposed service quality framework comprised of 5 service quality dimension called RATER model which consider passenger perception in 22 criteria to measure and integrate with Kano’s Model in airport service measurement to find the Satisfaction Index (SI) and Dissatisfaction Index (DI) of passenger perception. Airport operations and management team can use the developed quality framework to improve airport service quality. The research value is to extended service quality level by provides a comprehensive service management in airport operations to meet the passenger expectation to improved image. The newly developed conceptual model with SERVQUAL and Kano’s Model integrated.
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Boonchunone, Surasidh, Mariam Nami, Saowaluck Tus-u-bul, Jaruzgorn Pongthavornvich, and Opal Suwunnamek. "IMPACT OF AIRPORT SERVICE QUALITY, IMAGE, AND PERCEIVED VALUE ON LOYALTY OF PASSENGERS IN SUVARNABHUMI AIRPORT SERVICE OF THAILAND." Acta logistica 8, no. 3 (September 30, 2021): 237–57. http://dx.doi.org/10.22306/al.v8i3.226.
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Suvarnabhumi Airport is a gateway to Thailand and Asia. It attracts inbound-, outbound- and transit passengers. The objectives of this study were to develop an airport service quality, image and perceived value framework for the loyalty of passengers and to study the direct, indirect and total effects of the factors that influence the loyalty of passengers who used the service at Suvarnabhumi Airport. This quantitative research method uses the questionnaire as a tool for collecting data from 400 passenger samples. According to the Structural Equation Modelling analysis, airport service quality, image and perceived value have had a positive effect on loyalty that airport service quality mainly has an impact on passenger loyalty. There are four latent dimensions of airport service quality, namely, essential services; comfort, convenience and enjoyment; security, customs and passport control; and special facilities, that can help develop loyalty. Perceived value and image on airport administration and management had a significant direct effect to passenger loyalty. Improving these facotrs in order to attract passenger interest and attention can lead to the development of airport organization performance, and to increase competitiveness as an aviation hub in this region.
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Awad, Mahmoud, Ayman Alzaatreh, Alia AlMutawa, Hind Al Ghumlasi, and Mariam Almarzooqi. "Travelers’ perception of service quality at Dubai International Airport." International Journal of Quality & Reliability Management 37, no. 9/10 (November 13, 2019): 1259–73. http://dx.doi.org/10.1108/ijqrm-06-2019-0211.
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Purpose Dubai’s aviation industry is one of the most leading global aviation centers with a customer centric focus and tremendous challenges. The purpose of this paper is to determine the main Airport service quality (ASQ) drivers and evaluate the perception of travelers of Dubai International Airport (DXB) terminal 3. Design/methodology/approach Travelers’ feedback is captured through interviews, initial survey and online review, and a more focused survey is developed as the main research tool. A hypothetical model is proposed and analyzed using confirmatory factor analysis (CFA) and structural equation modeling (SEM). The sample includes 275 passengers who had experience with DXB services. Findings The CFA supported by SEM was used and reveled check-in, assurance and empathy, and availability to some extent as the main constructs influencing travelers’ satisfaction and impression of DXB. Moreover, Kruskal–Wallis test suggested that nationality impact travelers’ experience of the airport. The study stresses the need to consider differences in perceptions among different travelers’ groups with different ethnical backgrounds. Research limitations/implications The external validity of the results can be enhanced by including more terminals and larger sample size. Terminal 3 is administered by one company and provide services for one airline. Focusing on terminal 3 only improves the internal validity of this study but limits the external one. Practical implications Decision makers can use the findings to improve travelers’ experience at airport. For example, customizing services for certain groups can improve experience of travelers significantly. Originality/value Based on the surveyed literature, there is little information or guidance on how to cluster constructs that best describe passengers’ journey in airports. Second, there are some conflicting results regarding the impact of nationalities and purpose of travel on travelers’ satisfaction. The purpose of this paper is to address the two gaps and identify factors that influence ASQ at DXB terminal 3. The investigation would help DXB management to understand what makes travelers satisfied during their journey at the airport.
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Valko, Alla, Olena Soloviova, Ganna Volkovska, and Iryna Herasymenko. "Constructing a system of integrated management of aviation safety as a key element of airport service quality." Eastern-European Journal of Enterprise Technologies 4, no. 3(112) (August 31, 2021): 13–26. http://dx.doi.org/10.15587/1729-4061.2021.239168.
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The scientific-practical basis of the quality of passenger and clientele service at the airport were studied. This was prompted by the need to determine the role of aviation safety (AS) and its impact on the quality and competitiveness of airport services. It was proved that within the framework of the system, quality monitoring is performed in the areas of the service of aviation safety (SAS). As a result of research, a quantitative assessment of the level of aviation safety of the airport, which is the basis for making a relevant management decision in the analysis subsystems, was determined. Management , in this case, implies the system of measures to improve the activities of the SAS. A procedure for assessing the quality of airport services, which reveals the essence of aviation safety in the system of airport quality management , was devised. The sequence of assessment of the system of aviation safety, reflecting the cost approach, the application of which involves determining the reserves for ensuring aviation safety in the continuous implementation of the quality management system, was proposed. The share of costs of aviation safety (AS) was determined on the example of three airports by economic elements (the model of criteria for choosing a subject) to determine the cost of ensuring an adequate level of aviation safety. It was proposed to introduce a comprehensive indicator of the quality of aviation safety for its functional components, which further makes up the integrated indicator of the quality of provided services. As a result of calculations, the amount of payment for aviation safety using adjustment coefficients to counteract the threat of a possible act of unlawful interference (AUI) will increase. This enables an aircraft company to form timely a reserve to prevent or eliminate the consequences of the AUI by including the aviation safety fee in the total cost of air transport services.
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Magniszewski, Marek. "Economic analysis of passenger transport at polish airports before and during the Covid-19 pandemic." VUZF Review 7, no. 2 (June 28, 2022): 116–26. http://dx.doi.org/10.38188/2534-9228.22.2.12.
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The subject of the article is the economic analysis of passenger transport at polish airports before and during the COVID-19 pandemic. Air transport is considered as an integral part of polish transport system, which significantly increased the dynamism of service development, after joining the European Union by Poland. Along with the globalization of production and international economic exchange, the demand for efficient communication between airports is increasing. During the initial phase of the pandemic, the passenger transport had stopped altogether and afterwards was significantly weaker compared to the times prior to the pandemic. It was caused by the closure of borders and partial suspension of transport connections. One of the key tasks for airports is the provision of passenger service at the appropriate level. The level of passenger service can be considered satisfying his needs in terms of quality, punctuality, comfort and reliability. Important issues in ensuring the appropriate quality of service is the possibility for the passenger to choose more than one airport, as well as the profit from non-aviation activities. One of the most important factors influencing the passenger service process is the activity of air carriers, staff and management of the airport, as well as services located within the airport. As a consequence of spreading the coronavirus (COVID-19) worldwide and the actions taken by the authorities, the demand for international traveling at polish airports ceased to exist at the time. The article presents an economical analysis of passenger transport before and during the pandemic.
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Armenti, Alessandra, Andrea Bobbio, and Paolo Cottone. "The PASQQ." Aviation Psychology and Applied Human Factors 8, no. 2 (September 2018): 112–23. http://dx.doi.org/10.1027/2192-0923/a000145.
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Abstract. Perceived airport service quality is an indicator of airport performance and the key to improving airport service. The present study aimed to identify the basic dimensions of airport service quality perceived by passengers and to develop an instrument that complements traditional quality-related metrics. The Perceived Airport Service Quality Questionnaire (PASQQ) was built, pretested and administered to 874 passengers recruited at the Venice International Airport. Results indicated that four main dimensions of perceived airport service quality should be considered: perceived disorder, negative interaction, positive interaction and knowledge, and perceived security. The PASQQ is a useful and a reliable tool, and it can be adopted within a multidimensional approach to evaluate perceived airport service quality.
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Jeeradist, Thongchai. "Using Airport Collaborative Decision Making (A-CDM) Network to Improved Aviation Industry Service Quality." International Journal of Computer Science and Information Technology 15, no. 1 (February 27, 2023): 69–81. http://dx.doi.org/10.5121/ijcsit.2023.15105.
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The airport collaborative decision-making (A-CDM) network brings together airports, airlines, and air navigation service providers to share timely and accurate information in order to facilitate optimal decision-making, plan operations and improve air traffic management. Research found that aviation service quality can be improved by integrating the A-CDM network and SERVQUAL together with Kano’s model to enhance service quality and improve network operational efficiency. The theory and methods of the A-CDM network combined with information technology and process innovation can maximise the serviceability of the aviation industry to improve network operation at the airport concerned.
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Ghani, Nur Izzati Ab, Muhamad Nasyat Muhamad Nasir, Asyraf Afthanorhan, Mahadzirah Mohamad, Aikal Liyani Mohd Rasdi, Nur Farihin Abd Hadi Khan, and Pg Mohd Auza'e Pg Arshad. "Examining Service Quality at the Destination Level: The Case of Malaysia." Journal of Tourism Management Research 10, no. 1 (December 12, 2022): 1–14. http://dx.doi.org/10.18488/31.v10i1.3230.
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Studies on service quality have gained significant attention from practitioners, managers, and researchers in the tourism industry. Malaysia is experiencing an unstable and declining pattern in the rate of international tourists’ expenditure on services they receive in this country, highlighting a severe challenge in planning the right services to offer tourists since they refuse to spend on the services provided. Therefore, this research investigated the dimensions of service quality at the destination level to improve the quality of a destination. Self-administered questionnaires were distributed to international tourists from the United Kingdom and Australia at Kuala Lumpur International Airport. The pilot study’s data, involving 100 respondents, were tested using Exploratory Factor Analysis (EFA) and reliability analysis. Subsequently, 337 usable questionnaires were collected from fieldwork and analyzed using Confirmatory Factor Analysis (CFA). The study findings identified four dimensions of destination service quality: health and hygiene, accommodation, shopping, and information facilities. In addition, it suggested that tourism management and local citizens (Malaysians) should focus on these four dimensions to enhance the overall quality of service in Malaysia, thereby enhancing tourist satisfaction and spending on the services provided in the country. The limitation of this research was that the data were collected solely at Kuala Lumpur International Airport (KLIA). Future research may include other Malaysian international airports to strengthen the generalizability of the results.
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Fodness, Dale, and Brian Murray. "Passengers' expectations of airport service quality." Journal of Services Marketing 21, no. 7 (October 16, 2007): 492–506. http://dx.doi.org/10.1108/08876040710824852.
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Pabedinskaitė, Arnoldina, and Viktorija Akstinaitė. "Evaluation of the Airport Service Quality." Procedia - Social and Behavioral Sciences 110 (January 2014): 398–409. http://dx.doi.org/10.1016/j.sbspro.2013.12.884.
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Ramadhani, Ayumi Safara, and Esti Nur Wakhidah. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN CUSTOMER DI CHECK IN COUNTER BANDARA TEBELIAN SINTANG." Growth 20, no. 2 (November 30, 2022): 289. http://dx.doi.org/10.36841/growth-journal.v20i2.1979.
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Check-in counters are airport staff or officers in charge of providing services to passengers who carry out the check-in process at the departure terminal, this service is included in the pre-flight service that passengers receive when traveling using air transportation. Therefore, the quality of service affects the smoothness of the flight. This study aims to determine the effect of service quality on customer satisfaction at the check-in counter at the Tebelian Sintang airport. This research uses quantitative research. The data collection method used a questionnaire which was distributed to the passengers at the tebelian sintang airport. The data was processed with SPSS (Statistical Product and Service Solutions) to test the research instruments, hypotheses, classical assumptions and multiple linear regression. The results showed that simultaneously the quality of tangible, responsiveness and empathy services had no effect on customer satisfaction at the check-in counter at Tebelian Sintang airport with a significant value <0.05. while the quality of service reliability and assurance simultaneously affect customer satisfaction at the check-in counter at tebelian sintang airport with a significant value > 0.05.
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Khuzaifah, Hilda, Ignatia Martha Hendrati, and Sugeng Purwanto. "The Effect Of Service Quality And Price Perception On Repurchase Intention Through Customer Satisfaction Citilink Juanda Airport Surabaya." Jurnal Pamator : Jurnal Ilmiah Universitas Trunojoyo 16, no. 1 (March 30, 2023): 49–63. http://dx.doi.org/10.21107/pamator.v16i1.19061.
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This study aims to test the effect of service quality and price perception on repurchase intentions through customer satisfaction as an intervening variable at Juanda Airport Surabaya for Citilink airlines. This research is descriptive and quantitative using SEM-PLS analysis tool with the help of Smart-PLS software. The data consisted of primary data collected from 102 respondents using accidental sampling to determine the sample. The results show that the quality of service has a tremendously positive influence on repurchase interest, but price perception has no significant effect. Customer satisfaction influences an intervening variable between service quality and repurchase intent but does not exist as an intervening variable between price perception and repurchase intent. Based on the historical background discussed and in comparison with the results of previous studies, this study attempts to examine the relationship among service quality, customer satisfaction, price perception, and repurchase interest of Citilink Airlines located at Juanda Airport in Surabaya. Taking case studies at this airport is because Juanda Airport is the main base of Citilink airlines and is one of the main airports with a relatively high passenger density in Indonesia.
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Ramadhanty, Amanda Hanna, I. Wayan Suardana, and NMS Sofia Wijaya. "ANALISIS KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN PROTOKOL KESEHATAN DALAM PENERBANGAN RUTE DOMESTIK." Jurnal IPTA 10, no. 1 (July 28, 2022): 11. http://dx.doi.org/10.24843/ipta.2022.v10.i01.p02.
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The quality of service provided by a company is an essential aspect, thus, service quality should be a focal point for every companies management. In this study, the quality of service regarding health protocols provided by airports and airlines to passengers on domestic routes flights is discussed. High quality service is required to increase passenger satisfaction. The purpose of this study is to discover the level of satisfaction of tourists who receive health protocol services on domestic flights. The data collection techniques in this study are observation, questionnaires and literature study. The sampling technique used is accidental sampling. The number of samples used was 90 respondents. The data analysis technique used is quantitative descriptive analysis. Based on the results of the discussion, it has been verified that the health services implemented by airports and airlines on domestic routes have an impact on passenger satisfaction. This means that passengers are satisfied with the health protocol services provided by the airport and airline.
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Ma, Guofeng, and Junyi Ma. "The Impact of Airport Facility Service Quality on Brand Experience and Passenger Satisfaction: Considering the Mediating Role of Brand Engagement." Future Transportation 2, no. 2 (June 1, 2022): 501–21. http://dx.doi.org/10.3390/futuretransp2020028.
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In the past decade, as more and more passengers choose to fly on trips, China’s airport infrastructure construction has achieved world-renowned achievements. Despite the growing opportunities and demands for using brand research to assist airport industry services in improving, few studies have investigated the impact of service quality in terminal facilities on brand due to the diversity of service. This study uses structural equation models based on empirical research to explore the impact of facility service quality, including processing facility and non-processing facility, on airport brand experience and passenger satisfaction. This study also aims to assess the mediating effect of brand engagement on the relationship between facility service quality, brand experience, and passenger satisfaction. At the same time, this study also uses importance–performance map analysis (IPMA) to find specific items influencing brand engagement. The sampling method used a random sampling approach, with a total of 186 questionnaires distributed at Shanghai Pudong International Airport for data analysis. The results show that airport facility service quality is significant for brand engagement and experience, as well as for satisfaction, especially for processing facilities. In addition, the IPMA results show that facility services involved in the check-in process is of high importance, which requires more attention from managers. Overall, the findings of this study extend the understanding of service quality, brand engagement, brand experience, and passenger satisfaction in the context of an international airport, and they offer implications for Shanghai Pudong International Airport regarding the improvement of its facilities and brand.
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Jiang, Hongwei, and Tianhui Liang. "Investigate Airport Service Quality- A Case Study of Airports in Shanghai." International Journal of Business, Economics and Management 6, no. 2 (2019): 61–75. http://dx.doi.org/10.18488/journal.62.2019.62.61.75.
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Mustaman, Sutrisno, Fahira F, and Nirmalawati. "ANALYSIS OF FACTORS THAT AFFECT TO INFRASTRUCTURE IMPROVEMENT OF SYUKURAN AMINUDDIN AMIR AIRPORT IN BANGGAI DISTRICT." PADURAKSA: Jurnal Teknik Sipil Universitas Warmadewa 9, no. 2 (October 24, 2020): 161–71. http://dx.doi.org/10.22225/pd.9.2.1856.161-171.
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The airport is one of the important infrastructures in the air transportation field that functions to provide aircraft flight services so that there is a need for compatibility between the fleet and its infrastructure, in this case improving the infrastructure of Syukuranan Aminuddin Amir (SAA) Airport. The aim of this study is to analyze the factors that influence the improvement of the infrastructure of SAA Airport. The location of the study was conducted at the SAA Airport, Banggai Regency, Central Sulawesi Province. Data collection was carried out by distributing questionnaires to 120 respondent passengers on airplanes who use the SAA airport. Data analysis using factor analysis methods. The analysis result shows there are 11 factors that affect infrastructure improvement of SAA Airport is socio-economic, airport service quality, operator service quality, flight traffic demand, air transport service demand, air transportation mode selection, airport departure facility (waiting room) and airplane ticket purchase decisions, parking area and waiting room, flight schedule and potential regional commodity yields, service and process baggage handling, and transportation accessibility to the airport.
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Eshtaiwi, Mohamed Ibrahim, Ibrahim A. Badi, Ali M. Abdulshahed, and Turan Erman Erkan. "Assessment of airport performance using the grey theory method." Grey Systems: Theory and Application 7, no. 3 (November 6, 2017): 426–36. http://dx.doi.org/10.1108/gs-07-2017-0023.
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Purpose Performance evaluation of airports or any other organisation is paramount for improving performance. The purpose of this paper is to evaluate and compare the performance of the three international airports in Libya (MJI, MRA, and LAQ airports) by considering five aspects of performance. Design/methodology/approach The considered aspects are airport service quality, airport operations, airport economy, safety and security, and environmental. The paper uses the grey system theory to assess these airports by summarizing the opinions of experts. Findings The finding of this study provides directions of the evaluated airports to take the correct actions to improve overall performance. Originality/value No literature has been found till date is to evaluate and compare the performance of the international airports in Libya.
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Wei, Wei, and Wang Cheng. "Design of Air Passenger Travel Choice Intention Prediction System Based on Deep Learning." Scientific Programming 2022 (March 11, 2022): 1–8. http://dx.doi.org/10.1155/2022/7340552.
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Under the Beijing-Tianjin regional comprehensive transportation system, the flow of air passengers between multiple airports in the region is more frequent. The fundamental reason for the flow of air passengers is that there are differences in the level of service quality provided by airports and airlines in the region. Passengers’ choice intention is the consumption and purchase decision of passengers on aviation services. By constructing a Logit model, this paper analyzes the degree of influence on the travel choice intention of air passengers in the Beijing-Tianjin region from five aspects: individual passenger demographic characteristics, travel purpose, ground transportation characteristics, airport operation capacity, and airport soft power. Passengers can effectively predict the choice of air travel mode in the Beijing-Tianjin region. The results show that Beijing Capital Airport is favored by business travelers; Beijing Daxing International Airport is favored by travelers because of its fast security check-through speed; for Tianjin Binhai International Airport, the convenience of getting in and out of the airport by car and the speed of airport security check-through are two significant factors. Indicators do not affect the selection of airports; reasonable follow-up arrangements when airport flights are delayed are the only significant but negatively correlated factor; the research design results provide new ideas for the analysis of passenger travel mode selection behavior in multiple airport areas, enriching the data-driven research on transportation choices.
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Pöch, Niklas, Inka Nozinski, Justine Broihan, and Stefan Helber. "Numerical Study on Planning Inductive Charging Infrastructures for Electric Service Vehicles on Airport Aprons." Energies 15, no. 18 (September 6, 2022): 6510. http://dx.doi.org/10.3390/en15186510.
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Dynamic inductive charging is a contact-free technology to provide electric vehicles with energy while they are in motion, thus eliminating the need to conductively charge the batteries of those vehicles and, hence, the required vehicle downtimes. Airport aprons of commercial airports are potential systems to employ this charging technology to reduce aviation-induced CO2 emissions. To date, many vehicles operating on airport aprons are equipped with internal combustion engines burning diesel fuel, hence contributing to CO2 emissions and the global warming problem. However, airport aprons exhibit specific features that might make dynamic inductive charging technologies particularly interesting. It turns out that using this technology leads to some strategic infrastructure design questions for airport aprons about the spatial allocation of the required system components. In this paper, we experimentally analyze these design questions to explore under which conditions we can expect the resulting mathematical optimization problems to be relatively hard or easy to be solved, respectively, as well as the achievable solution quality. To this end, we report numerical results on a large-scale numerical study reflecting different types of spatial structures of terminals and airport aprons as they can be found at real-world airports.
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Wadu, Amy, and Achmad Wicaksono. "THE PRIORITY FOR IMPROVEMENT VEHICLE PARKING SERVICE AT EL TARI KUPANG AIRPORT USING QUALITY FUNCTION DEPLOYMENT (QFD)." Journal Innovation of Civil Engineering (JICE) 1, no. 2 (May 6, 2021): 60. http://dx.doi.org/10.33474/jice.v1i2.11010.
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El Tari Kupang Airport is one of the airports in the Province of East Nusa Tenggara (NTT) with a growing rate of passenger movement increasing every year. In line with the increase in passenger movement growth, the use of vehicles to enter the airport area is increasing. This results in the need for handling parking facilities to provide proper security and comfort to airport visitors. The method used in this research is the Quality Function Deployment (QFD) method to determine the priority of parking service handling. Based on the results of QFD, the priority order for handling that must be immediately implemented is to provide training to parking officers so that they have the ability to manage traffic in the parking area.
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Prentice, Catherine, and Mariam Kadan. "The role of airport service quality in airport and destination choice." Journal of Retailing and Consumer Services 47 (March 2019): 40–48. http://dx.doi.org/10.1016/j.jretconser.2018.10.006.
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Bakır, Mahmut, Emircan Özdemir, Şahap Akan, and Özlem Atalık. "A bibliometric analysis of airport service quality." Journal of Air Transport Management 104 (September 2022): 102273. http://dx.doi.org/10.1016/j.jairtraman.2022.102273.
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Noh, Chung-Nam, and Kang-Sik Kim. "Service Quality Analysis of Airport Security Screening." Ordo Economics Journal 23, no. 3 (September 30, 2020): 63–78. http://dx.doi.org/10.20436/oej.23.3.063.
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