IDEAS home Printed from https://ideas.repec.org/a/eee/jaitra/v104y2022ics096969972200093x.html
   My bibliography  Save this article

A bibliometric analysis of airport service quality

Author

Listed:
  • Bakır, Mahmut
  • Özdemir, Emircan
  • Akan, Åžahap
  • Atalık, Özlem

Abstract

Airports have evolved into key business centers in the last four decades, serving a variety of business models in addition to providing transportation infrastructure. Additionally, service quality, which is critical for airports to maintain a competitive edge, is a major area of research in the aviation literature. This study aims to analyze the existing literature on airport service quality through the bibliometric analysis method and to present a perspective on the literature's trajectory. Science mapping techniques and performance analysis were applied in this process. R-based Bibliometrix software was used to investigate 100 studies indexed in the Web of Science (WoS) database between 1975 and 2020. Research findings show that the Journal of Air Transport Management leads the literature in terms of publication performance. Researchers from China offer the highest contribution to the literature as a country. In addition, service quality research has largely resulted from collaboration networks. It is expected that an understanding of the research themes that emerge from the scientific mapping technique will guide researchers.

Suggested Citation

  • Bakır, Mahmut & Özdemir, Emircan & Akan, Åžahap & Atalık, Özlem, 2022. "A bibliometric analysis of airport service quality," Journal of Air Transport Management, Elsevier, vol. 104(C).
    • Handle: RePEc:eee:jaitra:v:104:y:2022:i:c:s096969972200093x
    DOI: 10.1016/j.jairtraman.2022.102273
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S096969972200093X
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jairtraman.2022.102273?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Arif, Mohammed & Gupta, Aman & Williams, Aled, 2013. "Customer service in the aviation industry – An exploratory analysis of UAE airports," Journal of Air Transport Management, Elsevier, vol. 32(C), pages 1-7.
    2. Merkert, Rico & Assaf, A. George, 2015. "Using DEA models to jointly estimate service quality perception and profitability – Evidence from international airports," Transportation Research Part A: Policy and Practice, Elsevier, vol. 75(C), pages 42-50.
    3. Donthu, Naveen & Kumar, Satish & Mukherjee, Debmalya & Pandey, Nitesh & Lim, Weng Marc, 2021. "How to conduct a bibliometric analysis: An overview and guidelines," Journal of Business Research, Elsevier, vol. 133(C), pages 285-296.
    4. Aria, Massimo & Cuccurullo, Corrado, 2017. "bibliometrix: An R-tool for comprehensive science mapping analysis," Journal of Informetrics, Elsevier, vol. 11(4), pages 959-975.
    5. Martin-Domingo, Luis & Martín, Juan Carlos & Mandsberg, Glen, 2019. "Social media as a resource for sentiment analysis of Airport Service Quality (ASQ)," Journal of Air Transport Management, Elsevier, vol. 78(C), pages 106-115.
    6. Adler, Nicole & Berechman, Joseph, 2001. "Measuring airport quality from the airlines' viewpoint: an application of data envelopment analysis," Transport Policy, Elsevier, vol. 8(3), pages 171-181, July.
    7. Choi, Jong Hae, 2021. "Changes in airport operating procedures and implications for airport strategies post-COVID-19," Journal of Air Transport Management, Elsevier, vol. 94(C).
    8. Collins Opoku Antwi & Jun Ren & Wilberforce Owusu-Ansah & Henry Kofi Mensah & Michael Osei Aboagye, 2021. "Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View," Sustainability, MDPI, vol. 13(6), pages 1-18, March.
    9. Ali, Faizan & Kim, Woo Gon & Ryu, Kisang, 2016. "The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity," Tourism Management, Elsevier, vol. 57(C), pages 213-224.
    10. Niccolò Comerio & Fernanda Strozzi, 2019. "Tourism and its economic impact: A literature review using bibliometric tools," Tourism Economics, , vol. 25(1), pages 109-131, February.
    11. Bogicevic, Vanja & Yang, Wan & Cobanoglu, Cihan & Bilgihan, Anil & Bujisic, Milos, 2016. "Traveler anxiety and enjoyment: The effect of airport environment on traveler's emotions," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 122-129.
    12. Yakath Ali, Nurul Syuhadah & Yu, Chunyan & See, Kok Fong, 2021. "Four decades of airline productivity and efficiency studies: A review and bibliometric analysis," Journal of Air Transport Management, Elsevier, vol. 96(C).
    13. Hong, Seock-Jin & Choi, Dongho & Chae, Junjae, 2020. "Exploring different airport users’ service quality satisfaction between service providers and air travelers," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    14. Mulet-Forteza, Carles & Genovart-Balaguer, Juanabel & Mauleon-Mendez, Emilio & Merigó, José M., 2019. "A bibliometric research in the tourism, leisure and hospitality fields," Journal of Business Research, Elsevier, vol. 101(C), pages 819-827.
    15. Bezerra, George C.L. & Gomes, Carlos F., 2015. "The effects of service quality dimensions and passenger characteristics on passenger's overall satisfaction with an airport," Journal of Air Transport Management, Elsevier, vol. 44, pages 77-81.
    16. Correia, Anderson R. & Wirasinghe, S.C. & de Barros, Alexandre G., 2008. "Overall level of service measures for airport passenger terminals," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(2), pages 330-346, February.
    17. Cobo, M.J. & López-Herrera, A.G. & Herrera-Viedma, E. & Herrera, F., 2011. "An approach for detecting, quantifying, and visualizing the evolution of a research field: A practical application to the Fuzzy Sets Theory field," Journal of Informetrics, Elsevier, vol. 5(1), pages 146-166.
    18. Maria Grazia Bellizzi & Luigi dell’Olio & Laura Eboli & Carmen Forciniti & Gabriella Mazzulla, 2020. "Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes," Sustainability, MDPI, vol. 12(11), pages 1-14, June.
    19. Forliano, Canio & De Bernardi, Paola & Yahiaoui, Dorra, 2021. "Entrepreneurial universities: A bibliometric analysis within the business and management domains," Technological Forecasting and Social Change, Elsevier, vol. 165(C).
    20. Modak, Nikunja M. & Merigó, José M. & Weber, Richard & Manzor, Felipe & Ortúzar, Juan de Dios, 2019. "Fifty years of Transportation Research journals: A bibliometric overview," Transportation Research Part A: Policy and Practice, Elsevier, vol. 120(C), pages 188-223.
    21. Lutz Bornmann & Robin Haunschild & Rüdiger Mutz, 2021. "Growth rates of modern science: a latent piecewise growth curve approach to model publication numbers from established and new literature databases," Palgrave Communications, Palgrave Macmillan, vol. 8(1), pages 1-15, December.
    22. Yeh, Chung-Hsing & Kuo, Yu-Liang, 2003. "Evaluating passenger services of Asia-Pacific international airports," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 39(1), pages 35-48, January.
    23. Mason Youngblood & David Lahti, 2018. "A bibliometric analysis of the interdisciplinary field of cultural evolution," Palgrave Communications, Palgrave Macmillan, vol. 4(1), pages 1-9, December.
    24. Mahmut Bakır & Şahap Akan & Emircan Özdemir & Phi-Hung Nguyen & Jung-Fa Tsai & Hong-Anh Pham, 2022. "How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews," Sustainability, MDPI, vol. 14(4), pages 1-20, February.
    25. Syed Asif Raza & Rafi Ashrafi & Ali Akgunduz, 2020. "A bibliometric analysis of revenue management in airline industry," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 19(6), pages 436-465, December.
    26. Moro, Sérgio & Lopes, Rui J. & Esmerado, Joaquim & Botelho, Miguel, 2020. "Service quality in airport hotel chains through the lens of online reviewers," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    27. Rey-Martí, Andrea & Ribeiro-Soriano, Domingo & Palacios-Marqués, Daniel, 2016. "A bibliometric analysis of social entrepreneurship," Journal of Business Research, Elsevier, vol. 69(5), pages 1651-1655.
    28. Phelipe Medeiros da Rocha & Helder Gomes Costa & Glauco Barbosa da Silva, 2022. "Gaps, Trends and Challenges in Assessing Quality of Service at Airport Terminals: A Systematic Review and Bibliometric Analysis," Sustainability, MDPI, vol. 14(7), pages 1-17, March.
    29. Isa, Nor Azlina Mohd & Ghaus, Hazelin & Hamid, Norlida Abdul & Tan, Peck-Leong, 2020. "Key drivers of passengers' overall satisfaction at klia2 terminal," Journal of Air Transport Management, Elsevier, vol. 87(C).
    30. Pantouvakis, Angelos & Renzi, Maria Francesca, 2016. "Exploring different nationality perceptions of airport service quality," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 90-98.
    31. Pandey, Mukesh Mohan, 2016. "Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 241-249.
    32. Barakat, H. & Yeniterzi, R. & Martín-Domingo, L., 2021. "Applying deep learning models to twitter data to detect airport service quality," Journal of Air Transport Management, Elsevier, vol. 91(C).
    33. Lee, Kiljae & Yu, Chunyan, 2018. "Assessment of airport service quality: A complementary approach to measure perceived service quality based on Google reviews," Journal of Air Transport Management, Elsevier, vol. 71(C), pages 28-44.
    34. Mason Youngblood & David Lahti, 2018. "Correction: A bibliometric analysis of the interdisciplinary field of cultural evolution," Palgrave Communications, Palgrave Macmillan, vol. 4(1), pages 1-2, December.
    35. de Barros, Alexandre G. & Somasundaraswaran, A.K. & Wirasinghe, S.C., 2007. "Evaluation of level of service for transfer passengers at airports," Journal of Air Transport Management, Elsevier, vol. 13(5), pages 293-298.
    36. Dixit, Aasheesh & Jakhar, Suresh Kumar, 2021. "Airport capacity management: A review and bibliometric analysis," Journal of Air Transport Management, Elsevier, vol. 91(C).
    37. Lupo, Toni, 2015. "Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 249-259.
    38. Park, Jin-Woo, 2007. "Passenger perceptions of service quality: Korean and Australian case studies," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 238-242.
    39. Babu P. George & Tony L. Henthorne & Thomas R. Panko, 2013. "ASQual: measuring tourist perceived service quality in an airport setting," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 6(5), pages 526-536.
    40. Bezerra, George Christian Linhares & Gomes, Carlos F., 2016. "Measuring airport service quality: A multidimensional approach," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 85-93.
    41. Song, Cen & Guo, Jingquan & Zhuang, Jun, 2020. "Analyzing passengers’ emotions following flight delays- a 2011–2019 case study on SKYTRAX comments," Journal of Air Transport Management, Elsevier, vol. 89(C).
    42. F'elix Lirio-Loli & William Dextre-Mart'inez, 2022. "Bibliometric analysis of the scientific production found in Scopus and Web of Science about business administration," Papers 2201.02760, arXiv.org.
    43. Tanrıverdi, Gökhan & Bakır, Mahmut & Merkert, Rico, 2020. "What can we learn from the JATM literature for the future of aviation post Covid-19? - A bibliometric and visualization analysis," Journal of Air Transport Management, Elsevier, vol. 89(C).
    44. Young Kyung Ryu & Jin-Woo Park, 2019. "Investigating the Effect of Experience in an Airport on Pleasure, Satisfaction, and Airport Image: A Case Study on Incheon International Airport," Sustainability, MDPI, vol. 11(17), pages 1-11, August.
    45. S. Habibollah Mirghafoori & Mohammad Reza Izadi & Ali Daei, 2018. "An integrated approach for prioritizing the barriers to airport service quality in an intuitionistic-fuzzy environment," Cogent Business & Management, Taylor & Francis Journals, vol. 5(1), pages 1532277-153, January.
    46. Bezerra, George C.L. & Gomes, Carlos F., 2020. "Antecedents and consequences of passenger satisfaction with the airport," Journal of Air Transport Management, Elsevier, vol. 83(C).
    47. Del Chiappa, Giacomo & Martin, Juan Carlos & Roman, Concepcion, 2016. "Service quality of airports' food and beverage retailers. A fuzzy approach," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 105-113.
    48. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.
    49. Donthu, Naveen & Kumar, Satish & Pandey, Neeraj & Pandey, Nitesh & Mishra, Akanksha, 2021. "Mapping the electronic word-of-mouth (eWOM) research: A systematic review and bibliometric analysis," Journal of Business Research, Elsevier, vol. 135(C), pages 758-773.
    50. Jingyuan Yu & Juan Muñoz-Justicia, 2020. "A Bibliometric Overview of Twitter-Related Studies Indexed in Web of Science," Future Internet, MDPI, vol. 12(5), pages 1-18, May.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Yarlein Ivama Julio Guerrero & Francisco Teixeira Pinto Dias, 2024. "Tourist Tracking Techniques and Their Role in Destination Management: A Bibliometric Study, 2007–2023," Sustainability, MDPI, vol. 16(9), pages 1-24, April.
    2. Kaisa Sorsa & Carolina Bona-Sánchez, 2024. "Corporate Social Responsibility Trends in the Airline Industry: A Bibliometric Analysis," Sustainability, MDPI, vol. 16(7), pages 1-18, March.
    3. Luis Camargo & Daniel Comas & Yulineth Cardenas Escorcia & Anibal Alviz-Meza & Gaylord Carrillo Caballero & Ivan Portnoy, 2022. "Bibliometric Analysis of Global Trends around Hydrogen Production Based on the Scopus Database in the Period 2011–2021," Energies, MDPI, vol. 16(1), pages 1-25, December.
    4. Weng Siew Lam & Weng Hoe Lam & Pei Fun Lee, 2023. "A Bibliometric Analysis of Digital Twin in the Supply Chain," Mathematics, MDPI, vol. 11(15), pages 1-24, July.
    5. Alexandra Nicoleta Ciucu-Durnoi & Camelia Delcea & Aurelia Stănescu & Cosmin Alexandru Teodorescu & Vanesa Mădălina Vargas, 2024. "Beyond Industry 4.0: Tracing the Path to Industry 5.0 through Bibliometric Analysis," Sustainability, MDPI, vol. 16(12), pages 1-26, June.
    6. Feng, Tong & Sun, Yuechi & Shi, Yating & Ma, Jie & Feng, Chunmei & Chen, Zhenni, 2024. "Air pollution control policies and impacts: A review," Renewable and Sustainable Energy Reviews, Elsevier, vol. 191(C).
    7. Thitinan Pholsook & Warit Wipulanusat & Poomporn Thamsatitdej & Sarawut Ramjan & Jirapon Sunkpho & Vatanavongs Ratanavaraha, 2023. "A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality," Sustainability, MDPI, vol. 15(11), pages 1-20, May.
    8. Afroditi Anagnostopoulou & Dimitrios Tolikas & Evangelos Spyrou & Attila Akac & Vassilios Kappatos, 2024. "The Analysis and AI Simulation of Passenger Flows in an Airport Terminal: A Decision-Making Tool," Sustainability, MDPI, vol. 16(3), pages 1-13, February.
    9. Adrian Domenteanu & Bianca Cibu & Camelia Delcea, 2024. "Mapping the Research Landscape of Industry 5.0 from a Machine Learning and Big Data Analytics Perspective: A Bibliometric Approach," Sustainability, MDPI, vol. 16(7), pages 1-34, March.
    10. Ionuț Nica & Camelia Delcea & Nora Chiriță, 2024. "Mathematical Patterns in Fuzzy Logic and Artificial Intelligence for Financial Analysis: A Bibliometric Study," Mathematics, MDPI, vol. 12(5), pages 1-35, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Phelipe Medeiros da Rocha & Helder Gomes Costa & Glauco Barbosa da Silva, 2022. "Gaps, Trends and Challenges in Assessing Quality of Service at Airport Terminals: A Systematic Review and Bibliometric Analysis," Sustainability, MDPI, vol. 14(7), pages 1-17, March.
    2. Thampan, Aromal & Sinha, Kapil & Gurjar, B.R. & Rajasekar, E., 2020. "Functional efficiency in airport terminals: A review on Overall and Stratified Service Quality," Journal of Air Transport Management, Elsevier, vol. 87(C).
    3. Gajewicz, Šukasz & Walaszczyk, Ewa & Nadolny, Michał & Nowosielski, Krzysztof, 2022. "Criteria of quality assessment of regional airport services - A very last picture before the COVID-19 pandemic," Journal of Air Transport Management, Elsevier, vol. 103(C).
    4. Li, Lingyao & Mao, Yujie & Wang, Yu & Ma, Zihui, 2022. "How has airport service quality changed in the context of COVID-19: A data-driven crowdsourcing approach based on sentiment analysis," Journal of Air Transport Management, Elsevier, vol. 105(C).
    5. Mahmut Bakır & Şahap Akan & Emircan Özdemir & Phi-Hung Nguyen & Jung-Fa Tsai & Hong-Anh Pham, 2022. "How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews," Sustainability, MDPI, vol. 14(4), pages 1-20, February.
    6. Bellizzi, Maria Grazia & Eboli, Laura & Mazzulla, Gabriella & Postorino, Maria Nadia, 2022. "Classification trees for analysing highly educated people satisfaction with airlines’ services," Transport Policy, Elsevier, vol. 116(C), pages 199-211.
    7. Lin, Yi-Hsin & Wu, Hanjun & He, Hang & Tsui, Kan Wai Hong, 2023. "Changes in perceptions of airport services’ attributes: An assessment of the impacts of COVID-19," Transport Policy, Elsevier, vol. 141(C), pages 116-128.
    8. Bezerra, George C.L. & Gomes, Carlos F., 2020. "Antecedents and consequences of passenger satisfaction with the airport," Journal of Air Transport Management, Elsevier, vol. 83(C).
    9. Thitinan Pholsook & Warit Wipulanusat & Poomporn Thamsatitdej & Sarawut Ramjan & Jirapon Sunkpho & Vatanavongs Ratanavaraha, 2023. "A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality," Sustainability, MDPI, vol. 15(11), pages 1-20, May.
    10. Lopez-Valpuesta, Lourdes & Casas-Albala, Diana, 2023. "Has passenger satisfaction at airports changed with the onset of COVID-19? The case of Seville Airport (Spain)," Journal of Air Transport Management, Elsevier, vol. 108(C).
    11. Pandey, Mukesh Mohan, 2016. "Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 241-249.
    12. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.
    13. Bezerra, George Christian Linhares & Gomes, Carlos F., 2016. "Measuring airport service quality: A multidimensional approach," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 85-93.
    14. Yong, Shih Ween & Cheah, Jun-Hwa & Lim, Xin-Jean & Ng, Siew Imm & Leong, Yee Choy, 2023. "How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport," Journal of Air Transport Management, Elsevier, vol. 112(C).
    15. Antwi, Collins Opoku & Fan, Chong-jun & Ihnatushchenko, Nataliia & Aboagye, Michael Osei & Xu, Hangyu, 2020. "Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction," Journal of Air Transport Management, Elsevier, vol. 89(C).
    16. Barakat, H. & Yeniterzi, R. & Martín-Domingo, L., 2021. "Applying deep learning models to twitter data to detect airport service quality," Journal of Air Transport Management, Elsevier, vol. 91(C).
    17. Hong, Seock-Jin & Choi, Dongho & Chae, Junjae, 2020. "Exploring different airport users’ service quality satisfaction between service providers and air travelers," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    18. Silva, Lenice M. & Bandeira, Michelle C.G.S.P. & Borille, Giovanna M.R. & Gomes, Rogéria A. & Guimarães, Lamartine N.F., 2024. "Fuzzy inference system for forecasting non-aeronautical revenues considering the customer experience," Journal of Air Transport Management, Elsevier, vol. 118(C).
    19. Bezerra, George C.L. & Gomes, Carlos F., 2018. "Performance measurement practices in airports: Multidimensionality and utilization patterns," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 113-125.
    20. Oliveira, Alessandro V.M. & Oliveira, Bruno F. & Vassallo, Moisés D., 2023. "Airport service quality perception and flight delays: Examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys," Research in Transportation Economics, Elsevier, vol. 102(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jaitra:v:104:y:2022:i:c:s096969972200093x. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.journals.elsevier.com/journal-of-air-transport-management/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.