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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.

The Indonesian government is targeting leather products, especially from West Java to become one of the export commodities that will encourage national economic growth. The existence of a leather industry particularly in the city of Garut has attracted many Indonesian researchers over the years to investigate the condition through many fields of research. However, the latest research identified several barriers related to the leather business development in Garut city, which was related to the optimization ratio of its performance and product quality. This study aimed to design a quality management model and key performance indicators to make this sector competitive in the global market. The research method used was inductive with a qualitative approach and a constructivist grounded theory in developing a quality management model. Theoretical and snowball sampling was chosen in identifying potential participants. The findings of this study contribute to the knowledge and practice of quality management models with key performance indicators that can be used to measure current conditions as a foundation for future improvement in the leather industry to produce competitive products that meet global standard. KPIs were formulated with certain criteria and should be applied by business actors.

One significant shortcoming in increasing productivity of creative industry especially in developing country such Indonesia or other ASEAN countries is finding the appropriate technology to be used by considering the need, how to select, and technical support for the use of technology. Furthermore the lack of technology access also became an important constraint for creative industrialists to be more effective in running their business for winning the global competition. This study aim to identify the model of technology used by the developed countries to be implemented by ASEAN creative industries by doing the benchmarking study from several well-known and steady countries in implementing the optimal technology as the key to the successful global business operation. The methodology use for this purpose is using the qualitative research methods based on overviews on empirical evidence regarding the creative industries technology in developed countries, case study overview approach is built to provide a preliminary study of technology adoption in developed countries. The findings of the paper include the analysis of technology based on social, health, technological, economic, financial, institutional, and environmental consideration and constraint in implementing the technology in the creative industry. Conclusions are drawn that implementing technology in such creative industry should consider particular aspects due to its unique and specific industry characteristics. The paper closes with future research recommendations on validating the model in each of 15 creative industry categories and try to find the specificity of each category in technology consideration and standards.

This paper aims to compare various Performance Management Systems for business school in order to find the strengths of each standard as inputs to design new model of PMS. There are many critical aspects and gaps notified for new model to improve performance and even recognized that self evaluation performance management is not well developed in school toward a competitive education market. The exploratory study and comparative study methodology were used to develop a conceptual model based upon literature review. An exploratory study approach was used to investigate the way in which PMS actually evolve within business school institution, while comparative study was done to determine relationship among PMS based on literature review and secondary data. Based on information gathered about several standards applied for business school, hopefully, there will be a valuable opportunity to create new PMS model that could cover every weaknesses and strengths that each standard had, and the new model will manage business school performance more comprehensively as well.