The objective of this paper is twofold. First, to identify service quality dimensions related to airports. Second, to examine the effects of those dimensions on passenger's overall satisfaction with an airport together with variables related to passenger characteristics. Data from an extensive survey applied in a main Brazilian international airport were used. Exploratory factor analysis was applied to extract dimensions of airport service quality as perceived by the passengers. The effects on the overall satisfaction level were estimated using a probabilistic approach. Findings underline implications regarding the use of meaningful service dimensions instead of a large set of variables as predictors of passenger satisfaction. Moreover, the study stresses the need for considering how passenger characteristics may be related to different perceived levels of service quality.

ABSTRACT:Currently, airports are expected to be operated as self-sufficient service organizations providing efficient and high-quality services to different customers. In this context, improving airport service quality (ASQ) has become paramount. However, due to the complexity of the airport service environment, an effective process of measuring and analyzing passengers´ perceptions of ASQ is not simply achieved. Generic scales for perceived service quality might not cover some particularities of the passenger-airport interaction. Furthermore, while some measurement practices have been developed within the airport industry, there was only limited consideration for validity and reliability. These concerns are certainly relevant to avoid misapprehension of passengers´ perceptions. In view of that, this paper has a twofold objective. First, to fit a measurement model for perceived ASQ built on typical service measures within the airport industry. Second, to test for the model equivalence across groups of passengers. Sample data from an extensive survey applied at a main Brazilian airport was used for confirmatory factor analysis. The results suggested that a six-factor structure provides a meaningful multi-item measurement model for perceived ASQ. The model was validated for international and domestic departing passengers as regards its factorial structure and metric invariance. The proposed measurement model could be considered an alternative for a multidimensional approach in the context of airport performance measurement as regards service quality. Finally, the findings arising from this research might contribute to the discussion on passengers´ perceptions of ASQ, particularly concerning its multidimensionality and the need for reviewing current practices for ASQ analysis.

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Purpose This study aims to provide a comprehensive overview of the literature related to performance measurement in airport settings. Two research questions were addressed: a. how the literature has evolved during the last forty-five years; b. which performance dimensions have been emphasized during this period. Design/methodology/approach For the purpose of this study, 380 documents, published between 1970 and 2015 were systematically analyzed. The literature reviewed comprises academic peer-reviewed articles, and studies published by other relevant sources, including professional-related literature. Findings The literature reviewed points to three stages relating to the evolution of the performance measurement in airport settings during the period analyzed. Although with a significant lag, this evolution seems to have followed the broad literature on performance measurement. Moreover, a relationship between these stages and the changes occurring at the airport industry was found. Several aspects of airport multidimensional performance are identified and discussed. Research limitations/implications Based on the findings of this study, it is concluded that a more comprehensive approach to airport performance measurement is needed. In this context, a research agenda is suggested. Practical implications The findings of this study have relevant practical implications for the airport industry. In this context, a framework representing a comprehensive approach to airport performance dimensions with impact on external stakeholders is presented. This framework can be a relevant contribution for researchers and practitioners which are looking for a more comprehensive and multidimensional approach to airport performance measurement. Originality/value To the best of our knowledge, this study appears to be the first to examine the literature related to airport performance measurement according to such a comprehensive approach. A framework of the performance dimensions related to the airport business is provided.

This study examines the drivers of passenger loyalty to the airport in a multi-airport region.For this purpose, partial least squares-structural equation modelling (PLS-SEM) was used to analyse survey data. The findings highlight the role of customer segmentation to define marketing and operational strategies, which should be used to strengthen the loyalty to the airport as well as to contribute to the improvement of the tourism destination image. In addition, this research offers an integrative approach to analyse passenger perceptions and attitudes regarding the airport experience. This integrative approach can also help airport managers to design and implement more effective performance measurement systems, which could be used to transform the airport environment in a tourism experience.