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Journal articles on the topic 'Airport service quality'

Author: Grafiati
Published: 6 September 2023

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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 (2020): 182–96. http://dx.doi.org/10.3846/aviation.2020.13290.

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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)
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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 (2022): 104–15. http://dx.doi.org/10.26524/jms.12.71.

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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 surve
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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 (2021): 17–30. http://dx.doi.org/10.4018/ijoris.2021010102.

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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
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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 (2015): 1–18. http://dx.doi.org/10.1108/eemcs-06-2013-0111.

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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, c
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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 (2000): 105–11. http://dx.doi.org/10.3141/1703-14.

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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 servic
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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.

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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 identi
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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 (2016): 387–93. http://dx.doi.org/10.21511/imfi.13(3-2).2016.11.

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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
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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 (2019): 211. http://dx.doi.org/10.22146/jcef.45364.

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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. Ser
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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 (2022): 548–57. http://dx.doi.org/10.52728/ijjm.v3i4.609.

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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 ser
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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.

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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
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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 (2021): 5. http://dx.doi.org/10.3390/jrfm15010005.

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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 c
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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 (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 sa
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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 (2023): 8885. http://dx.doi.org/10.3390/su15118885.

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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,
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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.

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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 result
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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 (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
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Noviyanti, Noviyanti. "Kajian Evaluasi Kinerja Pelayanan Transportasi Antar Moda Di Pulau Batam." Warta Penelitian Perhubungan 22, no. 2 (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 transp
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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 (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 enhanc
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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 (2022): 2151. http://dx.doi.org/10.3390/su14042151.

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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 MR
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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 (2021): 1–11. http://dx.doi.org/10.17687/jeb.v5i1.64.

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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
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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 (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 Adis
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Nugroho, Adi. "Airport Service Quality and Word of Mouth." Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) 9, no. 2 (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
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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 termin
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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 (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,
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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 (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 satisfact
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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 (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 serv
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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 (2016): 111. http://dx.doi.org/10.54324/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 serv
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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 (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 a
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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
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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 (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
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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 (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 structur
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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) (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
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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 (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 weake
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Armenti, Alessandra, Andrea Bobbio, and Paolo Cottone. "The PASQQ." Aviation Psychology and Applied Human Factors 8, no. 2 (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
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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 (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 se
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Ghani, Nur Izzati Ab, Muhamad Nasyat Muhamad Nasir, Asyraf Afthanorhan, et al. "Examining Service Quality at the Destination Level: The Case of Malaysia." Journal of Tourism Management Research 10, no. 1 (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 distri
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Fodness, Dale, and Brian Murray. "Passengers' expectations of airport service quality." Journal of Services Marketing 21, no. 7 (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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38

Ramadhani, Ayumi Safara, and Esti Nur Wakhidah. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN CUSTOMER DI CHECK IN COUNTER BANDARA TEBELIAN SINTANG." Growth 20, no. 2 (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
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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 (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 s
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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 (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 s
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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 (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 bran
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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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43

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 (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 resp
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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 (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
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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:
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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 (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 exhib
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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 (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 i
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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 (2020): 63–78. http://dx.doi.org/10.20436/oej.23.3.063.

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