IDEAS home Printed from https://ideas.repec.org/a/eee/jaitra/v109y2023ics0969699723000273.html
   My bibliography  Save this article

What makes customers of airport lounges satisfied and more? Impact of culture and travel class

Author

Listed:
  • Chatterjee, Swagato
  • Kittur, Prathamesh
  • Vishwakarma, Pankaj
  • Dey, Anirban

Abstract

The study explores the relative importance of various service factors related to airport-lounge that reflects customer satisfaction and recommendation behavior of the consumers, who are different in terms of their travel class and culture. We use the airport-lounge review dataset comprising 2261 reviews on 786 lounges from 202 airports between 2015 and 2019. Using construal level theory and expectation disconfirmation theory, we found the relative importance of various service attributes, categorized into process-outcome and actual—intangible dimensions. We also found the moderating roles of travel class and the cultural background of travelers of such relative importance. The study is one of the pioneering studies on customer evaluations of airport-lounge service, a critical hospitality service in the airline industry. The results also help the airport-lounge managers in lounge service design, customer segmentation, targeted communication, and customer relationship management.

Suggested Citation

  • Chatterjee, Swagato & Kittur, Prathamesh & Vishwakarma, Pankaj & Dey, Anirban, 2023. "What makes customers of airport lounges satisfied and more? Impact of culture and travel class," Journal of Air Transport Management, Elsevier, vol. 109(C).
    • Handle: RePEc:eee:jaitra:v:109:y:2023:i:c:s0969699723000273
    DOI: 10.1016/j.jairtraman.2023.102384
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969699723000273
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jairtraman.2023.102384?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. WorldFish, 2020. "Annual Report 2019," Monographs, The WorldFish Center, number 40875, April.
    2. Lu, Jin-Long & Ling, Feng-I, 2008. "Cross-cultural perspectives regarding service quality and satisfaction in Chinese cross-strait airlines," Journal of Air Transport Management, Elsevier, vol. 14(1), pages 16-19.
    3. Ruiz-Mafe, Carla & Sanz-Blas, Silvia & Hernandez-Ortega, Blanca & Brethouwer, Meike, 2013. "Key drivers of consumer purchase of airline tickets: A cross-cultural analysis," Journal of Air Transport Management, Elsevier, vol. 27(C), pages 11-14.
    4. Ying Ding & Hean Tat Keh, 2017. "Consumer reliance on intangible versus tangible attributes in service evaluation: the role of construal level," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 848-865, November.
    5. Teichert, Thorsten & Shehu, Edlira & von Wartburg, Iwan, 2008. "Customer segmentation revisited: The case of the airline industry," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(1), pages 227-242, January.
    6. Tsafarakis, Stelios & Kokotas, Theodosios & Pantouvakis, Angelos, 2018. "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 61-75.
    7. Tam, Mei-ling & Lam, William H.K., 2004. "Determination of service levels for passenger orientation in Hong Kong International Airport," Journal of Air Transport Management, Elsevier, vol. 10(3), pages 181-189.
    8. Ramanathan, Ramakrishnan, 2010. "The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 46(6), pages 950-962, November.
    9. Wen, Chieh-Hua & Lai, Shan-Ching, 2010. "Latent class models of international air carrier choice," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 46(2), pages 211-221, March.
    10. Basfirinci, Cigdem & Mitra, Amitava, 2015. "A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 239-248.
    11. Lawrence E. Williams & Randy Stein & Laura Galguera, 2014. "The Distinct Affective Consequences of Psychological Distance and Construal Level," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 40(6), pages 1123-1138.
    12. Akamavi, Raphaël K. & Mohamed, Elsayed & Pellmann, Katharina & Xu, Yue, 2015. "Key determinants of passenger loyalty in the low-cost airline business," Tourism Management, Elsevier, vol. 46(C), pages 528-545.
    13. Martinez-Garcia, Esther & Royo-Vela, Marcelo, 2010. "Segmentation of low-cost flights users at secondary airports," Journal of Air Transport Management, Elsevier, vol. 16(4), pages 234-237.
    14. Kaplan, Andreas M. & Haenlein, Michael, 2010. "Users of the world, unite! The challenges and opportunities of Social Media," Business Horizons, Elsevier, vol. 53(1), pages 59-68, January.
    15. Han, Seohui & Ham, Seonok (Sunny) & Yang, Ilsun & Baek, Seunghee, 2012. "Passengers’ perceptions of airline lounges: Importance of attributes that determine usage and service quality measurement," Tourism Management, Elsevier, vol. 33(5), pages 1103-1111.
    16. Zhongyun Zhou & Xiao-Ling Jin & Yulin Fang & Doug Vogel, 2015. "Toward a theory of perceived benefits, affective commitment, and continuance intention in social virtual worlds: cultural values (indulgence and individualism) matter," European Journal of Information Systems, Taylor & Francis Journals, vol. 24(3), pages 247-261, May.
    17. Soares, Ana Maria & Farhangmehr, Minoo & Shoham, Aviv, 2007. "Hofstede's dimensions of culture in international marketing studies," Journal of Business Research, Elsevier, vol. 60(3), pages 277-284, March.
    Full references (including those not matched with items on IDEAS)

    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. Medina-Muñoz, Diego Ramón & Medina-Muñoz, Rita Dolores & Suárez-Cabrera, Miguel à ngel, 2018. "Determining important attributes for assessing the attractiveness of airlines," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 45-56.
    2. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    3. 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.
    4. Bellizzi, Maria Grazia & dell’Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2021. "Detecting passengers' heterogeneity on airlines’ services using SP data," Journal of Air Transport Management, Elsevier, vol. 96(C).
    5. Atalay, Kumru Didem & Atalay, Buket & Isin, Feride Bahar, 2019. "FIPIA with information entropy: A new hybrid method to assess airline service quality," Journal of Air Transport Management, Elsevier, vol. 76(C), pages 67-77.
    6. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Tolon, Metehan, 2016. "A voice in the skies: Listening to airline passenger preferences," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 130-137.
    7. Bình Nghiêm-Phú, 2019. "What Determines the Loyalty of Airline Passengers? Findings of a Quantitative Data-Mining Study," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 31(1), pages 23-37.
    8. 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.
    9. Wen, Chieh-Hua & Huang, Chia-Jung & Fu, Chiang, 2020. "Incorporating continuous representation of preferences for flight departure times into stated itinerary choice modeling," Transport Policy, Elsevier, vol. 98(C), pages 10-20.
    10. Rodrigo Acuna-Agost & Eoin Thomas & Alix Lhéritier, 2021. "Price elasticity estimation for deep learning-based choice models: an application to air itinerary choices," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 20(3), pages 213-226, June.
    11. Kim, Sung Hoo & Mokhtarian, Patricia L., 2023. "Finite mixture (or latent class) modeling in transportation: Trends, usage, potential, and future directions," Transportation Research Part B: Methodological, Elsevier, vol. 172(C), pages 134-173.
    12. Tsai, Tsung-Hsien, 2016. "Homogeneous service with heterogeneous products: Relationships among airline ticket fares and purchase fences," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 164-175.
    13. Hetrakul, Pratt & Cirillo, Cinzia, 2013. "Accommodating taste heterogeneity in railway passenger choice models based on internet booking data," Journal of choice modelling, Elsevier, vol. 6(C), pages 1-16.
    14. Sanjana Hossain & Md. Sami Hasnine & Khandker Nurul Habib, 2021. "A latent class joint mode and departure time choice model for the Greater Toronto and Hamilton Area," Transportation, Springer, vol. 48(3), pages 1217-1239, June.
    15. Jing Lu & Cheng Lv & Zhongzhen Yang & Mark Hansen, 2019. "Market Segmentation of New Gateway Airports Incorporating Passengers’ Curiosity," Sustainability, MDPI, vol. 11(24), pages 1-24, December.
    16. Fahad Alam & Qing Yang & Yapa Mahinda Bandara & Nisar Ahmad & Option Takunda Chiwaridzo, 2024. "The nexus between corporate social responsibility of airports and passenger satisfaction: A cross‐country study," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(3), pages 2454-2473, May.
    17. Kuo-Yan Wang & Mu-Lan Ma & Jing Yu, 2021. "Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 335-368, June.
    18. Farzadnia, Siavash & Raeesi Vanani, Iman, 2022. "Identification of opinion trends using sentiment analysis of airlines passengers' reviews," Journal of Air Transport Management, Elsevier, vol. 103(C).
    19. Kazim Sari & Abdullah Alper Sener, 2022. "Service quality and intention to recommend in low-cost and full-service airlines in Turkey," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 49(3), pages 297-309, September.
    20. Patricia Lippitt & Nadine Itani & John F. O’Connell & David Warnock-Smith & Marina Efthymiou, 2023. "Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis," Sustainability, MDPI, vol. 15(8), pages 1-18, April.

    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:109:y:2023:i:c:s0969699723000273. 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.