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.
Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity
2020-01-28
Article (Journal)
Electronic Resource
English
Transportation Research Record | 2020
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