Measuring airport service quality: A multidimensional approach

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. Second, to test for the model's equivalence across groups of passengers. 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.     

A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality

The in-flight service is one of the most important parts in the whole air travel service process. In order to better understand the passengers' preference and obtain their perception for service quality, the paper proposed a hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method to evaluate in-flight service quality. This study is comprised of three stages. In the first stage, the modified version of SERVQUAL instrument was used and a hierarchy of the evaluation index system for in-flight service quality was constructed. In the second stage we use fuzzy AHP to analyze the structure of the in-flight service evaluation problem. Using linguistic variables, pairwise comparisons for evaluation criteria and sub-criteria are made to determine the weights of criteria and sub-criteria. In the third stage, the ratings of sub-criteria are assessed in linguistic values to express the qualitative evaluation of passengers' subjective opinions, and then the linguistic values are transformed into 2-tuples and the 2-tuple linguistic arithmetic mean operator is utilized to obtain the average ratings of 100 respondents. Using the 2-tuple linguistic weighted average operator to compute the aggregated ratings of criteria and the overall in-flight service quality of alternatives. Finally, we demonstrated the validity and feasibility of the proposed approach by conducting an application study of the comprehensive performance of three airlines' in-flight service quality in China.     

A hybrid fuzzy MCDM approach for mitigating airport congestion: A case in Ninoy Aquino International Airport

In this paper, we introduce the application of an integrated fuzzy multi-criteria decision-making (MCDM) model to mitigate airport congestion which affects the on-time performance of airlines, operational reputation of airports, and air travel experience of passengers. In a classical approach, when congestion occurs at the destination airport while the aircraft is en-route, an air traffic flow management action is prompted for implementation. In selecting the most suitable action in the event of airport congestion, the decision must reflect the multiple criteria nature of the problem as well as the uncertainty and vagueness associated with the decision-making process; thus, an integrated fuzzy MCDM is adopted. The applicability of the proposed approach is demonstrated in a case study at Ninoy Aquino International Airport. It is found that stakeholders of the commercial aviation industry favored to apply rerouting, among other actions, as this satisfies aviation safety as the most prioritized criterion.     

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

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.     

Exploring different nationality perceptions of airport service quality

In order to attain a sustainable competitive advantage, airports should strive to enhance multicultural passenger satisfaction through the provision of high quality services. The purpose of the current study is to determine the specific service quality components that can lead to increased traveler satisfaction in an international airport environment, and to evaluate the degree to which passenger perceptions of airport facilities, as well as levels of satisfaction, vary according to different nationalities. In order to achieve this objective, this paper examines the equivalence of service quality and satisfaction measures by applying the Rasch modelling technique. Airport service quality is found to be comprised of three distinct dimensions, namely “Servicescape and Image”, “Signage” and ”Services” and significant differences with service quality perceptions are exhibited among travelers of different nationalities. Overall, the results highlight the need to assess scale equivalence across different nationalities.     

Functional efficiency in airport terminals: A review on Overall and Stratified Service Quality

This paper presents a review of the existing approaches for functional efficiency assessment in airport passenger terminal buildings (PTB). The literature has been classified into two broad study levels and a set of 58 Key Performance Indicators are identified. These are further classified based on their application in processing, holding and circulation activities and sub-classified as objective and subjective indicators. Analytical methods adapted for service quality (SQ) assessments are comprehended. This paper identifies emerging Stratified SQ indicators and stochastic approaches for performance evaluation considering the spatial, operational and technological transformations of PTBs. Critical gaps from literature and scope for further research are discussed.     

Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily

In this paper a new approach was proposed so as to comparatively evaluate the quality of service alternatives. In particular, a fuzzy extension of the ServPerf service conceptual model was considered to estimate quality scores of fundamental service criteria, whereas the non-compensative multi-criteria decision-making ELECTRE III method was employed to point out the quality ranking of service alternatives on the basis of which the comparative service quality analysis was performed. In order to show the effectiveness of the proposed approach, an empirical study concerning service quality evaluation of the three international airports in Sicily (Italy) was conducted with detailed proposals for passenger service improvement. The results showed that only few key service aspects played a focal role in quality airport service. Moreover, the effects on the evaluation of service quality, arising from customers' uncertainties, were computed, thus demonstrating the effectiveness of the proposed approach.     

Airport quality and productivity changes: A Malmquist index decomposition assessment

This paper analyses the productivity of 20 Italian airports management companies during the period 2006–2008 using a DEA Malmquist index that includes a quality component. The proposed methodology is applied for the first time to the airport industry. In doing so, we directly assess the impact of the quality of services delivered by an airport on its productive performance. The study shows that, while Italian airports possess an acceptable level of quality in terms of their infrastructure, their managerial/administrative procedures must be strengthened in order to better deal with both technological modernization and passenger waiting time at the airports.     

Service quality and non-salary mechanism for airline companies in Taiwan

Based on the affective events theory (AET), this study demonstrates how family-supportive organization perceptions (FSOP) and psychological detachment predict strain symptoms (the need for recovery and emotional exhaustion) and how the strain symptoms influence service quality. With data collected by convenience sampling from 206 airline employees, our results show that FSOP negatively influence strain symptoms, while psychological detachment mediates the relation between FSOP and the need for recovery. Although the need for recovery has no significant relation with service quality, emotional exhaustion does have a significantly negative association with service quality. Our contributions are more comprehensive for the literature on human resources, organizational behavior, and airline transportation. Moreover, based on the theory, our research fills the gap between FSOP and service quality by adding the strain symptoms as important mediation variables. The results can also be put to practical use on employment policies, such as retaining excellent employees in an organization and increasing an organization's competition advantages. The results may also apply to human resource management (HRM) and present that improvement in service quality is the most important competitive ability for the airline industry.     

A novel interval-valued fuzzy MCDM method for improving airlines’ service quality in Chinese cross-strait airlines

This paper presents an effective approach based on combining VIKOR, GRA, and interval-valued fuzzy sets to evaluate service quality of Chinese cross-strait passenger airlines via customer surveys. The proposed approach can enable decision-makers to understand the gaps between alternatives and aspired levels. An empirical study is used to establish a complete service quality evaluation framework for reducing the gaps to achieve the aspired level. Based on the gaps in priorities, it can help an airline to identify its own strengths and weaknesses in specific areas of passenger service to further improve service quality.     

A fuzzy assessment method to airport waste management: A case study of Congonhas Airport,Brazil

This study presents a fuzzy mathematical model to support and evaluate airport waste management. The model generates a waste management index, composed of three dimensions, and it was applied in a case study of Congonhas Airport, located in Brazil. In addition to the mathematical model, the nonparametric Mann-Kendall test was applied to verify the existence of bias in the obtained results. The results showed that there is a concern on the part of the airport regarding waste management, reflected in the Fuzzy Waste Management Index (FWMI) results. They also indicated that there was an improvement in waste management in 2015 compared to 2014, resulting from increased accounting for recyclables and awareness of the airport community. The developed model proved to be an important tool to support the decision making of airport managers, including aspects related to waste management steps, and there may be adjustments that may be made to include new indicators.     

Service quality and price perception of service: Influence on word-of-mouth and revisit intention

Drawing on an overarching framework of marketing theory, this study develops and tests an integrated model of service quality that explicates the affective mechanisms through which service quality is associated with price perception of service (e.g., monetary price and behaviour price), word of mouth (WOM) and revisit intention. In a sample of 484 low-cost airline passengers, we found service quality to be related to increased price perception of service as a result of increasing passengers' WOM, which also creates success in this regard by increasing their revisit intention. Moreover, it is not surprising that there was a positive relationship between service quality and WOM mediated by perceived value of monetary price. The theoretical and empirical implications of these results are discussed.     

Service quality and customer satisfaction of a UAE-based airline: An empirical investigation

This paper investigates the linkages among service quality, service provider image, customer expectations, perceived value, customer satisfaction and brand loyalty in a Dubai-based airline. Initially, the determinants of service quality were identified utilizing the SERVQUAL framework with some modification. Service quality was then used as an antecedent to measure customer satisfaction, a condition which can bring about brand loyalty. In a research initiative using a quantitative approach, data from 253 questionnaires was analyzed. Using structure equation modeling, the data analysis suggests that service quality, perceived value, and brand image have a positive significant impact on customer satisfaction, which can in turn lead to brand loyalty. Theoretical and managerial implications are discussed.     

A new hybrid simulation-based assignment approach for evaluating airlines with multiple service quality criteria

Evaluation of airlines based on service quality criteria can help to improve the processes of airlines, and also can give guidance to travel agencies to provide better choices for passengers and tourists. In this study, a hybrid simulation-based assignment approach is proposed to deal with multi-criteria decision-making problems with a group of decision-makers. A probability distribution is used to model decision-makers’ opinions and constructing a stochastic decision matrix. Then some efficient multi-criteria decision-making methods are utilized for evaluating alternatives in a simulation process. The proposed approach is applied to a problem of evaluation of five airlines with respect to opinions of 58 experts on 28 criteria. The results show the efficiency of the proposed to handle decision-making problems with a large number of experts. Moreover, the evaluation results are more reliable than the other decision-making approaches because of simulating decision-makers’ opinions, using multiple methods and evaluating based on aggregative results.     

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

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).     

Cultural change and industrial heritage tourism: material heritage of the industries of food and beverage in Catalonia (Spain)

Tourism is recognised as an agent of social and cultural change and has been identified as a force for both cultural enrichment and rejuvenation of territories. This article analyses the historical evolution and the opportunities that a type of the industrial heritage, the old industry of food and beverage, presents as tourist resource, both its products and processes and its architectural structure. There are numerous examples in all developed countries; however, in this work is analysed the case of Catalonia (Spain), where museums and interpretation centres have been created in abandoned factories, and these old factories have increasingly become a new attraction for those tourists interested to know more about the industrial past. This new tourism has an important geographic content since it recovers the cultural, social and economic values of the old industrial landscapes. This article's first goal is to review the historical evolution of the industry of food and beverage in Catalonia in the last centuries, creating a material heritage that in this new millennium, in which rapid changes and transformations are taking place, has been converted into tourist products. Second, to analyse the feasibility of this tourism with these attributes: potential, stakeholders, adaptive reuse, economics, authenticity and perceptions.     

A complex network approach towards modeling and analysis of the Australian Airport Network

An airport network forms the backbone of any air transportation system. The relationships among the origins and destinations of flights result in a complex network of routes which can be complemented with information associated with the routes themselves, for instance, traffic load and distance. In this paper, we modeled the Australia's civil domestic airport infrastructure as a network and analyzed the resulting network structure and its features using complex network tool. This case study identifies and investigates complex network measures, such as the degree distribution, characteristics path length, clustering coefficient and centrality measure as well as the correlations among them to understand the topology of an airport network. This analysis of the Australian Airport Network (AAN) indicates that it has a cumulative degree distribution described by the power-law function. As it has an average path length of 2.90, it is considered to have small-world properties. It is also found that it has a clustering coefficient of 0.50 which is higher than that of a random network of the same size which indicates that the transitivity and cohesiveness of AAN is different from a random network. In contrast to the World-wide Airport Network (WAN), the AAN is found to have disassortative mixing similar to the airport networks of China and India.     

A comparative efficiency analysis of Spanish and Turkish airports

AENA in Spain and DHMI in Turkey operate a large majority of the airports in their respective countries. These two airport operators share some similar characteristics, but also present many differences with respect to their management strategies. For instance, the Turkish DHMI introduced a Build-Operate-Transfer (BOT) model and concession agreements, which enables active private participation in airport management. In contrast, management and operation responsibilities at all airports in Spain –with a few exceptions-have remained with AENA. This paper utilizes a data envelopment analysis (DEA) to compare the relative efficiency of airports within AENA and DHMI for the years between 2009 and 2011. Based on the efficiency scores, it further identifies the sources of inefficiencies resulting from various management strategies and other external factors. The results indicate higher average efficiency levels at Spanish airports, but private involvement enhances efficiency at Turkish airports. The majority of the airports in Spain and Turkey operate under increasing returns to scale. Certain policy options, including a higher private involvement and improvement of the airport network by closing some inefficient airports, should be considered in order to increase the airport efficiency in both countries.     

The effect of airline service quality on passengers’ behavioural intentions: a Korean case study

This paper seeks to improving our understanding of air passengers’ decision-making processes by testing a conceptual model that considers service expectation, service perception, service value, passenger satisfaction, airline image, and behavioural intentions simultaneously. For this testing, path analysis via maximum likelihood estimator is applied to data collected from Korean international air passengers. Service value, passenger satisfaction, and airline image are each found to have a direct effect on air passengers’ decision-making processes.     

The impact of an aircraft's service environment on perceptions of in-flight food quality

Airlines are currently striving to improve the quality and quantity of in-flight food, because research has shown that catering is a key attribute for a customer's satisfaction with airline service quality. But the role of an airline's service environment in forming customer perceptions about food quality has not yet been properly investigated. Using electronic word-of-mouth data from N = 3996 airline passengers, this study deploys a linear regression model at multiple levels to relate perceived in-flight food quality with both the overall service environment and its formative components. The results clearly unveil the importance of an aircraft's service environment on perceived in-flight catering quality; perceptions of food quality are primarily influenced by the quality of cabin staff service, followed by entertainment and seat quality. Instead of continuing with the current practice of signing up top chefs to improve menus, airlines may instead consider putting their management focus on service improvements.