Abstract Service quality of the airline industry is still unexplored, if compared to the public transport service quality literature. In this paper, we propose an analysis of the services provided by an Italian airport based on an SEM approach. Specifically, we propose a SEM-MIMIC ordinal Probit capturing the heterogeneity in perceptions of air transport passengers and identify groups of passengers with similar assessments of the services. Results suggest the presence of four constructs affecting the overall satisfaction at the terminal, namely information, control, environment, and food service. Results also suggest that there are two different user-types: accessory user (who uses ticket office, luggage trolleys, and escalator lifts), and technology user (who uses charging stations, airport website, and airport wi-fi).

    Highlights Air transport is one of the most important industries of the world. Travellers would be certainly more attracted by more modern airport infrastructures. Recognizing passengers' opinions is mandatory to identify critical issues and to improve air transport services. SEM-MIMIC ordinal Probit approach can capture the heterogeneity in perceptions of air transport passengers.


    Access

    Check access

    Check availability in my library

    Order at Subito €


    Export, share and cite



    Title :

    Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity


    Contributors:


    Publication date :

    2020-01-28




    Type of media :

    Article (Journal)


    Type of material :

    Electronic Resource


    Language :

    English




    Effect of critical incidents on public transport satisfaction and loyalty: an Ordinal Probit SEM-MIMIC approach

    Allen, Jaime / Eboli, Laura / Mazzulla, Gabriella et al. | Online Contents | 2018


    Effect of critical incidents on public transport satisfaction and loyalty: an Ordinal Probit SEM-MIMIC approach

    Allen, Jaime / Eboli, Laura / Mazzulla, Gabriella et al. | Online Contents | 2018


    Forecasting the Quality of Service of Bogota’s Sidewalks from Pedestrian Perceptions: An Ordered Probit MIMIC Approach

    Vallejo-Borda, Jose Agustin / Ortiz-Ramirez, Hernan Alberto / Rodriguez-Valencia, Alvaro et al. | Transportation Research Record | 2020



    Modeling vehicle-miles of travel accounting for latent heterogeneity

    Nazari, Fatemeh / Mohammadian, Abolfazl (Kouros) | Elsevier | 2023