Abstract The objective of this paper is twofold. First, to identify service quality dimensions related to airports. Second, to examine the effects of those dimensions on passenger's overall satisfaction with an airport together with variables related to passenger characteristics. Data from an extensive survey applied in a main Brazilian international airport were used. Exploratory factor analysis was applied to extract dimensions of airport service quality as perceived by the passengers. The effects on the overall satisfaction level were estimated using a probabilistic approach. Findings underline implications regarding the use of meaningful service dimensions instead of a large set of variables as predictors of passenger satisfaction. Moreover, the study stresses the need for considering how passenger characteristics may be related to different perceived levels of service quality.

    Highlights We identify underlying service dimensions related to airports. We examine the effects of different service dimensions on passenger's overall satisfaction. The ambient conditions present a high effect on passenger's overall satisfaction. The amount of time a passenger spends at the airport is crucial for his perception on ASQ.


    Zugriff

    Zugriff prüfen

    Verfügbarkeit in meiner Bibliothek prüfen

    Bestellung bei Subito €


    Exportieren, teilen und zitieren



    Titel :

    The effects of service quality dimensions and passenger characteristics on passenger's overall satisfaction with an airport


    Beteiligte:

    Erschienen in:

    Erscheinungsdatum :

    2015-03-02


    Format / Umfang :

    5 pages




    Medientyp :

    Aufsatz (Zeitschrift)


    Format :

    Elektronische Ressource


    Sprache :

    Englisch




    Airport PASSENGER'S BAGGAGE CHECK SYSTEM AND METHOD THEREOF

    KIM KYUNG MIN / THO KWAN HO / CHOI YUN JU et al. | Europäisches Patentamt | 2020

    Freier Zugriff

    Overall level of service measures for airport passenger terminals

    Correia, Anderson R. | Online Contents | 2008


    PASSENGER LUGGAGE COMPARTMENT ARRANGED ABOVE PASSENGER'S HEAD

    KAMMERER BERNHARD / KOLETNIK SANDI / SCHOERKHUBER JAKOB et al. | Europäisches Patentamt | 2019

    Freier Zugriff

    Overall level of service measures for airport passenger terminals

    Correia, Anderson R. | Online Contents | 2008


    Overall level of service measures for airport passenger terminals

    Correia, Anderson R. / Wirasinghe, S.C. / de Barros, Alexandre G. | Elsevier | 2007