PurposeThe purpose of this paper is to outline the evolution of research on airport service quality and measurement index of passenger satisfaction to explore opportunities for future research direction.Design/methodology/approachA systematic literature review was conducted involving a total final sample 27 articles published during 2000–2020, the source of the database used in this study is Emerald, ScienceDirect, Harzing's Publish or Perish with API Key based on set of inclusion/exclusion criteria for analysis and synthesis to meet the purpose of the paper.FindingsDimensions of measuring airport service quality are currently based on a process approach. There are eight dimensions of ASQ measurement practiced by the industry, which is different from the five dimensions of service quality measurement generally. There is still a theoretical and empirical gap, so one of the challenges in applying the ASQ measurement dimensions is bridging research with applications in the airport industry. Other findings, research on airport service quality measurement is currently focused on passenger satisfaction. The integration of expectation-disconfirmation theory and service profit chain models can be used in service quality, passenger satisfaction and profitability.Research limitations/implicationsThis paper seeks to contribute to and analyze limited articles on service quality at airports and identify further research areas.Originality/valueThis paper tries to explain the development of research on the dimensions of measuring service quality at airports. The author identifies a gap in airport service quality measurement dimensions used by researchers and the industry. The author believes that this study can provide a comprehensive thought on using airport service quality measurement dimensions for future research.
Bank sebagai lembaga intermediasi yang menghimpun dana masyarakat dalam bentuk tabungan kemudian menyalurkan kemasyarakat dalam bentuk pembiayaan, dengan fungsi tersebut nyatanya sektor UMKM belum tersentuh maksimal padahal sektor ini merupakan penyumbang terbesar PDB dan menjadi andalan penyerapan tenaga kerja, Berbagai permasalahan mendasar UMKM seperti lemahnya kemampuan usaha, kualitas SDM yang terbatas, serta lemahnya akses permodalan kelembaga keuangan formal menyebabkan seringkali pelaku UMKM mencari sumber pendanaan lain yang lebih cepat dan mudah walaupun dengan bunga tinggi seperti ke rentenir. Upaya membatasi praktek rentenir sangat mungkin dilakukan dengan mengoptimalkan produk pembiayaan yang bersifat formal dengan layanan merata dan mudah diakses, hal tersebut dilakukan oleh Bank NTB syariah dengan menyediakan produk dan layanan keuangan syariah yang unggul dan inovatif termasuk diantaranya dengan mengadakan literasi keuangan untuk pelaku UMKM. Untuk mengetahui minat pelaku UMKM dalam menggunakan produk pembiayaan bank NTB syariah, peneliti mengadopsi pendekatan dengan model UTAUT (unified teory of acceptance and use of technology), Data diperoleh dengan menyebarkan quesioner kepada 113 pelaku sektor UMKM menggunakan tehnik random sampling dengan perhitungan statistik regresi linear berganda diperoleh hasil faktor-faktor yang dapat mempengaruhi pelaku UMKM menggunakan jasa produk pembiayaan bank NTB syariah secara signifikan yaitu performance expectancy terhadap behavioral intention dengan tingkat signifikan sebesar 46.7%, effort expectancy berpengaruh sebesar 21.2% dan behavioral intention 27.6% terhadap use behavior.
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