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The effects of service quality dimensions and passenger characteristics on passenger's overall satisfaction with an airport

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  1. 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.
  2. 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).
  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. Claudia Munoz & Henry Laniado & Jorge Córdoba, 2019. "Modeling Air Travelers' Experience Based on Service Quality Stages Related to Airline and Airports," Modern Applied Science, Canadian Center of Science and Education, vol. 13(11), pages 1-37, November.
  5. Luca D’Alonzo & Maria Chiara Leva & Edgardo Bucciarelli, 2021. "Comparing Passenger Satisfaction, Employees’ Perspective and Performance on Quality and Safety Indicators: A Field Study," Sustainability, MDPI, vol. 13(10), pages 1-25, May.
  6. 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.
  7. Cao, Mengfei & Li, Linbo & Zhang, Yahua, 2023. "Developing a passenger-centered airport: A case study of Urumqi airport in Xinjiang, China," Journal of Air Transport Management, Elsevier, vol. 108(C).
  8. Patriarca, Riccardo & Di Gravio, Giulio & Costantino, Francesco, 2016. "Assessing performance variability of ground handlers to comply with airport quality standards," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 1-6.
  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. Antwi, Collins Opoku & Fan, Chong-jun & Nataliia, Ihnatushchenko & Aboagye, Michael Osei & Xu, Hangyu & Azamela, John Coffie, 2020. "Do airport staff helpfulness and communication generate behavioral loyalty in transfer passengers? A conditional mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 54(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. Wonmi Bae & Junwook Chi, 2021. "Content Analysis of Passengers’ Perceptions of Airport Service Quality: The Case of Honolulu International Airport," JRFM, MDPI, vol. 15(1), pages 1-19, December.
  13. 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).
  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. 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).
  16. Chatzigeorgiou, Chryssoula & Christou, Evangelos & Simeli, Ioanna, 2017. "Delegate satisfaction from conference service quality and its impact on future behavioural intentions," EconStor Conference Papers 215864, ZBW - Leibniz Information Centre for Economics.
  17. Allen, Jaime & Bellizzi, Maria Grazia & Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella, 2020. "Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity," Journal of Air Transport Management, Elsevier, vol. 84(C).
  18. Allis, Thiago & Castro, Rafael & Fraga, Carla, 2017. "Airport Concessions In Brazil And Its Influences On Service Quality: The Cases Of Brasília And São Paulo – Guarulhos Airports," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 5(4), pages 337-350.
  19. 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).
  20. 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.
  21. 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).
  22. 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.
  23. Chatzigeorgiou, Chryssoula & Christou, Evangelos & Simeli, Ioanna, 2017. "Delegate satisfaction from conference service quality and its impact on future behavioural intentions," MPRA Paper 93933, University Library of Munich, Germany.
  24. Sofia Elena COLESCA & Mihaela PACESILA & Stefan Gabriel BURCEA & Carmen Nadia CIOCOIU & Mihai BUGHEANU, 2017. "Analysis of Passenger’s Satisfaction with the Quality of the Public Transportation Mode Choices in Bucharest: A Fuzzy Approach," ECONOMIC COMPUTATION AND ECONOMIC CYBERNETICS STUDIES AND RESEARCH, Faculty of Economic Cybernetics, Statistics and Informatics, vol. 51(4), pages 109-125.
  25. 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.
  26. 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.
  27. 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.
  28. 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.
  29. Chatzigeorgiou, Chryssoula & Simeli, Ioanna, 2017. "Perception of service quality in agrotourism accommodations: Impact on guest loyalty and re-visit intentions," MPRA Paper 87914, University Library of Munich, Germany.
  30. 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.
  31. 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).
  32. 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.
  33. Ahmet Demir & Karwan Talaat & Cumhur Aydinli, 2015. "The Relations among Dimensions of Service Quality, Satisfaction, Loyalty, and Willingness to pay more: Case of GSM Operators Service at Northern-Iraq," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 5(4), pages 146-154, October.
  34. Simon Peter Njoroge & X. N. Iraki, 2017. "Service Quality and Customer Satisfaction At Kenyan Airports," Proceedings Paper, in: Munyoki, Justus & Bode, Jürgen (ed.), Universities, Entrepreneurship and Enterprise Development in Africa - Conference Proceedings 2017, volume 6, pages 135-153, Universities Entrepreneurship and Enterprise Development in Africa International Conference.
  35. Kierzkowski, Artur & Kisiel, Tomasz, 2020. "Simulation model of security control lane operation in the state of the COVID-19 epidemic," Journal of Air Transport Management, Elsevier, vol. 88(C).
  36. Kosiba, John Paul & Acheampong, Audrey & Adeola, Ogechi & Hinson, Robert E., 2020. "The moderating role of demographic variables on customer expectations in airport retail patronage intentions of travellers," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  37. 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).
  38. Hasan Emin GÜRLER & Ramazan ERTURGUT, 2019. "Hizmet Kalitesi ile Algılanan Değer Arasındaki İlişkide Kuşağın Moderatör Etkisi: Havayolu Endüstrisinde X ve Y Kuşağı Üzerine Bir Araştırma," Istanbul Business Research, Istanbul University Business School, vol. 48(2), pages 335-365, November.
  39. 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).
  40. Suparna Saha & Sanghamitra Basu & Debapratim Pandit, 2023. "A framework for identifying perceived Quality of Life indicators for the elderly in the neighbourhood context: a case study of Kolkata, India," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(3), pages 2705-2737, June.
  41. Tuchen, Stefan & Arora, Mohit & Blessing, Lucienne, 2020. "Airport user experience unpacked: Conceptualizing its potential in the face of COVID-19," Journal of Air Transport Management, Elsevier, vol. 89(C).
  42. Rubio-Andrada, Luis & Celemín-Pedroche, María Soledad & Escat-Cortés, María-Dolores & Jiménez-Crisóstomo, Abel, 2023. "Passengers satisfaction with the technologies used in smart airports: An empirical study from a gender perspective," Journal of Air Transport Management, Elsevier, vol. 107(C).
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