In line with the advancing airway capability, the non-aeronautical business opportunities at airports are also in growth. To attract more passengers or to generate extra income over non-aeronautical services, the airport decision-makers need to evaluate the quality of their services. This study aims at introducing an expanded approach to improve airport service quality aspects of the non-aeronautical business opportunities. Given the increasing number of airports, passengers prefer airports, which provide better or extra services compared to others. To reveal the airport service quality (ASQ) aspects, together with the quality department experts, we conducted a qualitative study that put forward six significant dimensions for an effective evaluation of airport service quality at an airport. Based on the results of the qualitative study, we designed the sector-specific questionnaire, and its empirical data is conducted over 250 passengers through a face-toface survey. Survey results introduce a practical assessment tool for the use of airport managers to gather strategic inputs on their strategic plans and quality implications. Results also contribute to the literature by presenting a comprehensive understanding of the airport service quality.
Previous research on measuring the service quality presents alternative assessment instruments of SERVQUAL by customizing the generic indicators of service quality to sector-specific features for various service markets. EduQUAL is the specific method of SERVQUAL assessment for measuring the service quality of educational services. This study contributes to the EduQUAL literature by extending with a new dimension covering the quality assessment of the core educational services with empirical evidence generated in 2019 over the secondary-school students of private schools operating in Turkey. Therefore, the current study aims to extend the EduQUAL assessment of the private chain schools and aims to which of these successful schools' service quality indicators predict student satisfaction and student loyalty. The study's data represents 305 students' perceptions of a private school operating in Turkey with more than 100 branches. The factor analysis results yield a new dimension related to core educational services. The regression analyses' results reveal that the core educational services predict only student satisfaction with other service quality indicators. Empathy-related services at schools are the most significant indicators of the EduQUAL both on student satisfaction and student loyalty.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
customersupport@researchsolutions.com
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.