IDEAS home Printed from https://ideas.repec.org/a/eee/jaitra/v53y2016icp105-113.html
   My bibliography  Save this article

Service quality of airports' food and beverage retailers. A fuzzy approach

Author

Listed:
  • Del Chiappa, Giacomo
  • Martin, Juan Carlos
  • Roman, Concepcion

Abstract

Nowadays the profitability of airports is largely based on non-aeronautical or commercial activities, and particularly on retail and food and beverage services. Further, researchers concur that shopping, eating and drinking in airports have to be considered an important part of tourists' experience and activities that can significantly enhance or damage the tourist destination image. Despite this, there is still little research that analyses how service quality (SQ) is perceived by passengers consuming food and beverages (F&B) in airport areas. This study aims to deepen the scientific debate on this topic. Specifically, this study applies fuzzy numbers with a sample of 551 passengers flying from Olbia-Costa Smeralda Airport (Sardinia Region, Italy) with the aim of determining how they perceive the SQ delivered by F&B retailers and whether age plays a determinant role in segmentation. Findings reveal which F&B features outperform others; furthermore, they show that age is a moderating factor in consumer satisfaction, with older passengers being less satisfied than their counterparts. This study adds knowledge to the literature devoted to SQ, applying a fuzzy number approach to the under-investigated research area related to F&B consumption in airport areas. Further, it provides information useful to airport managers on the features of F&B services that are most important in shaping consumer satisfaction, based also on their age. Limitations of the study are also discussed and suggestions for future research are given.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:jaitra:v:53:y:2016:i:c:p:105-113
    DOI: 10.1016/j.jairtraman.2016.02.002
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969699715300818
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jairtraman.2016.02.002?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. Papatheodorou, Andreas & Lei, Zheng, 2006. "Leisure travel in Europe and airline business models: A study of regional airports in Great Britain," Journal of Air Transport Management, Elsevier, vol. 12(1), pages 47-52.
    2. Gillen, David & Lall, Ashish, 2004. "Competitive advantage of low-cost carriers: some implications for airports," Journal of Air Transport Management, Elsevier, vol. 10(1), pages 41-50.
    3. Fuerst, Franz & Gross, Sven & Klose, Ulf, 2011. "The sky is the limit? The determinants and constraints of European airports commercial revenues," Journal of Air Transport Management, Elsevier, vol. 17(5), pages 278-283.
    4. Chang, Yu-Hern & Yeh, Chung-Hsing, 2001. "Evaluating airline competitiveness using multiattribute decision making," Omega, Elsevier, vol. 29(5), pages 405-415, October.
    5. 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.
    6. Torres, E. & Domínguez, J.S. & Valdés, L. & Aza, R., 2005. "Passenger waiting time in an airport and expenditure carried out in the commercial area," Journal of Air Transport Management, Elsevier, vol. 11(6), pages 363-367.
    7. Appold, Stephen J. & Kasarda, John D., 2006. "The appropriate scale of US airport retail activities," Journal of Air Transport Management, Elsevier, vol. 12(6), pages 277-287.
    8. Yeh, Chung-Hsing & Deng, Hepu & Chang, Yu-Hern, 2000. "Fuzzy multicriteria analysis for performance evaluation of bus companies," European Journal of Operational Research, Elsevier, vol. 126(3), pages 459-473, November.
    9. Graham, Anne, 2009. "How important are commercial revenues to today's airports?," Journal of Air Transport Management, Elsevier, vol. 15(3), pages 106-111.
    10. Forsyth, Peter, 2006. "Martin Kunz Memorial Lecture. Tourism benefits and aviation policy," Journal of Air Transport Management, Elsevier, vol. 12(1), pages 3-13.
    11. Castillo-Manzano, José I., 2010. "Determinants of commercial revenues at airports: Lessons learned from Spanish regional airports," Tourism Management, Elsevier, vol. 31(6), pages 788-796.
    12. M. Geuens & D. Vantomme & M. Brengman, 2003. "Developing a typology of airport shoppers," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 03/206, Ghent University, Faculty of Economics and Business Administration.
    13. Chunguang Bai & Joseph Sarkis, 2013. "Green information technology strategic justification and evaluation," Information Systems Frontiers, Springer, vol. 15(5), pages 831-847, November.
    14. 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.
    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. Fuerst, Franz & Gross, Sven, 2018. "The commercial performance of global airports," Transport Policy, Elsevier, vol. 61(C), pages 123-131.
    2. Castillo-Manzano, José I. & López-Valpuesta, Lourdes & Sánchez-Braza, Antonio, 2018. "When the mall is in the airport: Measuring the effect of the airport mall on passengers’ consumer behavior," Journal of Air Transport Management, Elsevier, vol. 72(C), pages 32-38.
    3. Adler, Nicole & Brudner, Amir & Gallotti, Riccardo & Privitera, Filippo & Ramasco, José J., 2022. "Does big data help answer big questions? The case of airport catchment areas & competition," Transportation Research Part B: Methodological, Elsevier, vol. 166(C), pages 444-467.
    4. 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).
    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. 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).
    7. Bakır, Mahmut & Özdemir, Emircan & Akan, Şahap & Atalık, Özlem, 2022. "A bibliometric analysis of airport service quality," Journal of Air Transport Management, Elsevier, vol. 104(C).
    8. Martín, Juan Carlos & Martín-Domingo, Luis & Lohmann, Gui & Spasojevic, Bojana, 2019. "The role of travel patterns in airport duty-free shopping satisfaction: A case study from an Australian regional airport," Journal of Air Transport Management, Elsevier, vol. 80(C), pages 1-1.
    9. 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.
    10. Lin, Yi-Hsin & Lin, Feng-Jyh & Wang, Kuo-Hsiung, 2021. "The effect of social mission on service quality and brand image," Journal of Business Research, Elsevier, vol. 132(C), pages 744-752.
    11. Gabriela ?igu & Antonio Garcia Sanchez & Cristina Stoenescu & Camelia Gheorghe & Gabriel Cristian Sabou, 2018. "The Destination Experience Through Stopover Tourism – Bucharest Case Study," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 20(S12), pages 967-967, November.
    12. 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.
    13. Voltes-Dorta, Augusto & Rodríguez-Déniz, Héctor & Suau-Sanchez, Pere, 2017. "Passenger recovery after an airport closure at tourist destinations: A case study of Palma de Mallorca airport," Tourism Management, Elsevier, vol. 59(C), pages 449-466.
    14. Fu, Yan-Kai, 2019. "An integrated approach to catering supplier selection using AHP-ARAS-MCGP methodology," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 164-169.
    15. 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).
    16. Ripoll-Zarraga, Ane Elixabete & Raya, Josep Maria, 2020. "Tourism indicators and airports' technical efficiency," Annals of Tourism Research, Elsevier, vol. 80(C).
    17. 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).
    18. Wu, Hanjun & Tsui, Kan Wai Hong, 2020. "Does a reward program affect customers’ behavioural intention of visiting the airport? A case study of Singapore Changi Airport," Journal of Air Transport Management, Elsevier, vol. 82(C).

    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. Fasone, Vincenzo & Kofler, Lukas & Scuderi, Raffaele, 2016. "Business performance of airports: Non-aviation revenues and their determinants," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 35-45.
    2. Castillo-Manzano, José I. & López-Valpuesta, Lourdes & Sánchez-Braza, Antonio, 2018. "When the mall is in the airport: Measuring the effect of the airport mall on passengers’ consumer behavior," Journal of Air Transport Management, Elsevier, vol. 72(C), pages 32-38.
    3. Castillo-Manzano, José I., 2010. "Determinants of commercial revenues at airports: Lessons learned from Spanish regional airports," Tourism Management, Elsevier, vol. 31(6), pages 788-796.
    4. Choi, Jong Hae & Park, Yonghwa, 2022. "Exploring passenger and flight characteristics' impacts on airport retail income: Evidence from Incheon International Airport," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    5. Wu, Hanjun & Tsui, Kan Wai Hong, 2020. "Does a reward program affect customers’ behavioural intention of visiting the airport? A case study of Singapore Changi Airport," Journal of Air Transport Management, Elsevier, vol. 82(C).
    6. Fuerst, Franz & Gross, Sven & Klose, Ulf, 2011. "The sky is the limit? The determinants and constraints of European airports commercial revenues," Journal of Air Transport Management, Elsevier, vol. 17(5), pages 278-283.
    7. Tavalaei, M. Mahdi, 2020. "Waiting time in two-sided platforms: The case of the airport industry," Technological Forecasting and Social Change, Elsevier, vol. 159(C).
    8. Lu, Jin-Long, 2014. "Investigating factors that influence passengers' shopping intentions at airports – Evidence from Taiwan," Journal of Air Transport Management, Elsevier, vol. 35(C), pages 72-77.
    9. Wu, You & Morlotti, Chiara & Mantin, Benny, 2024. "Shopping or dining? On passenger dwell time and non-aeronautical revenues," Journal of Air Transport Management, Elsevier, vol. 118(C).
    10. Fuerst, Franz & Gross, Sven, 2018. "The commercial performance of global airports," Transport Policy, Elsevier, vol. 61(C), pages 123-131.
    11. Thomas, Nivea & Jha, Kumar Neeraj, 2024. "Econometric evidence on the profits and revenues of Indian regional airports," Journal of Air Transport Management, Elsevier, vol. 115(C).
    12. Silva, João & Kalakou, Sofia & Andrade, Antonio R., 2023. "Maximizing non-aeronautical revenues in airport terminals using gate assignment and passenger behaviour modelling," Journal of Air Transport Management, Elsevier, vol. 112(C).
    13. Choi, Jong Hae & Park, Yonghwa & Wang, Kun & Xia, Wenyi, 2020. "Whether low-cost-carrier passengers spend more on duty-free goods at the airport? Evidence from Incheon International Airport," Journal of Air Transport Management, Elsevier, vol. 86(C).
    14. Mahpour, Alireza & Asadi, Majid & Baghestani, Amirhossein, 2024. "Are supply and demand the main key drivers of airport parking prices? The quantitative study," Journal of Air Transport Management, Elsevier, vol. 114(C).
    15. Melville Saayman & Juan Carlos Martín & Concepción Román, 2016. "There is no fuzziness when it comes to measuring service quality in national parks," Tourism Economics, , vol. 22(6), pages 1207-1224, December.
    16. Zuidberg, Joost, 2017. "Exploring the determinants for airport profitability: Traffic characteristics, low-cost carriers, seasonality and cost efficiency," Transportation Research Part A: Policy and Practice, Elsevier, vol. 101(C), pages 61-72.
    17. Abbruzzo, Antonino & Fasone, Vincenzo & Scuderi, Raffaele, 2016. "Operational and financial performance of Italian airport companies: A dynamic graphical model," Transport Policy, Elsevier, vol. 52(C), pages 231-237.
    18. Wu, Cheng-Lung & Ma, Ngai Ki, 2022. "The impact of customised mobile marketing on passenger shopping behaviour in the airport terminal," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    19. Kalakou, Sofia & Moura, Filipe, 2021. "Analyzing passenger behavior in airport terminals based on activity preferences," Journal of Air Transport Management, Elsevier, vol. 96(C).
    20. 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).

    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:53:y:2016:i:c:p:105-113. 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.