IDEAS home Printed from https://ideas.repec.org/a/eee/touman/v33y2012i5p1103-1111.html
   My bibliography  Save this article

Passengers’ perceptions of airline lounges: Importance of attributes that determine usage and service quality measurement

Author

Listed:
  • Han, Seohui
  • Ham, Seonok (Sunny)
  • Yang, Ilsun
  • Baek, Seunghee

Abstract

The current exploratory study investigates passengers’ perceptions of airline lounges by measuring the importance of attributes that determine usage and service quality in those facilities. Data collection was the result of a survey of airline lounge users at the Incheon International Airport, South Korea. The attributes that determine airline lounge usage categorize as: image and accessibility, atmosphere, food and beverage (F&B) service, and facility’s dimensions. Atmosphere and F&B service prove to be the most important dimensions affecting passengers’ use of the airline lounge. Service quality variables determining passengers’ perceptions of the airline lounge categorize as: atmosphere, F&B service, employee service, and facility’s dimensions. Among the service quality dimensions, F&B service was the strongest predictor of overall satisfaction and lounge revisit intention. Furthermore, the study considers the relationship of overall satisfaction and lounge revisit intention according to airline selection.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:touman:v:33:y:2012:i:5:p:1103-1111
    DOI: 10.1016/j.tourman.2011.11.023
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0261517711002500
    Download Restriction: no
    File URL: https://libkey.io/10.1016/j.tourman.2011.11.023?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
    ---><---

    References listed on IDEAS

    as
    1. Pakdil, Fatma & Aydın, Özlem, 2007. "Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 229-237.
    2. Evangelho, Fabio & Huse, Cristian & Linhares, Alexandre, 2005. "Market entry of a low cost airline and impacts on the Brazilian business travelers," Journal of Air Transport Management, Elsevier, vol. 11(2), pages 99-105.
    3. Chang, Hsin-Li & Yang, Cheng-Hua, 2008. "Explore airlines’ brand niches through measuring passengers’ repurchase motivation—an application of Rasch measurement," Journal of Air Transport Management, Elsevier, vol. 14(3), pages 105-112.
    4. Fourie, Colette & Lubbe, Berendien, 2006. "Determinants of selection of full-service airlines and low-cost carriers—A note on business travellers in South Africa," Journal of Air Transport Management, Elsevier, vol. 12(2), pages 98-102.
    5. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    6. Brady, Michael K. & Robertson, Christopher J., 2001. "Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study," Journal of Business Research, Elsevier, vol. 51(1), pages 53-60, January.
    7. Mason, Keith J., 2001. "Marketing low-cost airline services to business travellers," Journal of Air Transport Management, Elsevier, vol. 7(2), pages 103-109.
    8. Lam, W.H.K. & Tam, Mei-ling & Wong, S.C. & Wirasinghe, S.C., 2003. "Wayfinding in the passenger terminal of Hong Kong International Airport," Journal of Air Transport Management, Elsevier, vol. 9(2), pages 73-81.
    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. H. Muge Yayla-Kullu & Praowpan Tansitpong, 2013. "A Critical Evaluation of U.S. Airlines¡¯ Service Quality Performance: Lower Costs vs. Satisfied Customers," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 4(4), pages 1-11, November.
    2. Holma, Anne-Maria & Bask, Anu & Kauppi, Katri, 2015. "Ensuring corporate travel compliance – Control vs. commitment strategies," Tourism Management, Elsevier, vol. 51(C), pages 60-74.
    3. Puls, René & Lentz, Cheryl, 2018. "Retail concessions at European airports: Commercial strategies to improve non-aeronautical revenue from leisure travelers," Journal of Air Transport Management, Elsevier, vol. 71(C), pages 243-249.
    4. Chung, Yi-Shih & Lu, Kuan-Hung, 2020. "Investigating passenger behavior in airport terminals with multisource data: Recall bias and time budget effects," Transportation Research Part A: Policy and Practice, Elsevier, vol. 141(C), pages 410-429.
    5. 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.
    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. Luan Chen & Eric Ng & Shyh-Chang Huang & Wei-Ta Fang, 2017. "A Self-Evaluation System of Quality Planning for Tourist Attractions in Taiwan: An Integrated AHP-Delphi Approach from Career Professionals," Sustainability, MDPI, vol. 9(10), pages 1-18, September.
    8. Gitto, Simone & Mancuso, Paolo, 2019. "Brand perceptions of airports using social networks," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 153-163.
    9. 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.
    10. 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.
    11. 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).
    12. 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.
    13. Bogicevic, Vanja & Bujisic, Milos & Bilgihan, Anil & Yang, Wan & Cobanoglu, Cihan, 2017. "The impact of traveler-focused airport technology on traveler satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 123(C), pages 351-361.

    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. Henderson, Isaac Levi & Tsui, Kan Wai Hong & Ngo, Thanh & Gilbey, Andrew & Avis, Mark, 2019. "Airline brand choice in a duopolistic market: The case of New Zealand," Transportation Research Part A: Policy and Practice, Elsevier, vol. 121(C), pages 147-163.
    2. Milioti, Christina P. & Karlaftis, Matthew G. & Akkogiounoglou, Eleni, 2015. "Traveler perceptions and airline choice: A multivariate probit approach," Journal of Air Transport Management, Elsevier, vol. 49(C), pages 46-52.
    3. Vieira, José & Câmara, Gualter & Silva, Francisco & Santos, Carlos, 2019. "Airline choice and tourism growth in the Azores," Journal of Air Transport Management, Elsevier, vol. 77(C), pages 1-6.
    4. Anneli Douglas & Berendien Lubbe, 2009. "Violation of the Corporate Travel Policy: An Exploration of Underlying Value-Related Factors," Journal of Business Ethics, Springer, vol. 84(1), pages 97-111, January.
    5. Cho, Woohyun & Min, Dong-Jun, 2018. "Longitudinal examination of passenger characteristics among airline types in the US," Journal of Air Transport Management, Elsevier, vol. 72(C), pages 11-19.
    6. Chang, Li-Yen & Hung, Shao-Chih, 2013. "Adoption and loyalty toward low cost carriers: The case of Taipei–Singapore passengers," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 50(C), pages 29-36.
    7. Yen, Jin-Ru & Chen, Jing-Xuan, 2017. "Modelling the preference for business charter in the cross-strait market," Journal of Air Transport Management, Elsevier, vol. 64(PB), pages 151-160.
    8. Kim, Seung-Bok & Park, Jin-Woo, 2017. "A study on the importance of airline selection attributes by airline type: An emphasis on the difference of opinion in between Korean and overseas aviation experts," Journal of Air Transport Management, Elsevier, vol. 60(C), pages 76-83.
    9. Özlem Atalık & Mahmut Bakır & Şahap Akan, 2019. "The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry," Administrative Sciences, MDPI, vol. 9(1), pages 1-15, March.
    10. Kuljanin, Jovana & Paskota, Mira & Kalić, Milica, 2018. "Methodological framework for the investigation on the rapidly growing air travel market – An application of multivariate statistical analysis," Journal of Air Transport Management, Elsevier, vol. 72(C), pages 86-91.
    11. Doong, Her-Sen & Wang, Hui-Chih & Law, Rob, 2008. "An initial investigation of the effect of advertisement and word-of-month on first-time visitors to Hong Kong," Journal of Air Transport Management, Elsevier, vol. 14(3), pages 159-161.
    12. Fourie, Colette & Lubbe, Berendien, 2006. "Determinants of selection of full-service airlines and low-cost carriers—A note on business travellers in South Africa," Journal of Air Transport Management, Elsevier, vol. 12(2), pages 98-102.
    13. 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.
    14. Hunt, Jennifer & Truong, Dothang, 2019. "Low-fare flights across the Atlantic: Impact of low-cost, long-haul trans-Atlantic flights on passenger choice of Carrier," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 170-184.
    15. Juan Carlos Martín & Concepción Román & Raquel Espino, 2007. "Willingness to Pay for Airline Service Quality," Transport Reviews, Taylor & Francis Journals, vol. 28(2), pages 199-217, July.
    16. 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.
    17. Liu, Chih-Hsing Sam & Lee, Tingko, 2016. "Service quality and price perception of service: Influence on word-of-mouth and revisit intention," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 42-54.
    18. Lee, Joon-Kyu & Yoo, Kwang-Eui & Song, Ki-Han, 2016. "A study on travelers' transport mode choice behavior using the mixed logit model: A case study of the Seoul-Jeju route," Journal of Air Transport Management, Elsevier, vol. 56(PB), pages 131-137.
    19. Saarijärvi, Hannu & Mitronen, Lasse & Yrjölä, Mika, 2014. "From selling to supporting – Leveraging mobile services in the context of food retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 26-36.
    20. Wasib B Latif & Md. Aminul Islam & Idris Bin Mohd Noor, 2014. "A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(10), pages 547-557, October.

    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:touman:v:33:y:2012:i:5:p:1103-1111. 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: https://www.journals.elsevier.com/tourism-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.