Air Transport Service Quality Factors: a Systematic Literature Review

Bellizzi, Maria Grazia; Eboli, Laura; Mazzulla, Gabriella

doi:10.1016/j.trpro.2020.03.010

Cited by 44 publications

(27 citation statements)

References 29 publications

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“…In the context of data analysis, previous studies have adopted several techniques ranging from the Kano model (Hu and Hsiao, 2016), SEM (Hussain et al , 2015), fuzzy theory (Chou et al , 2011), etc. However, it is too complex to infer which method is most suitable for analyzing airline service quality (Bellizzia et al , 2020). Further, Park et al (2019) found customers' emotions as important determinants of their satisfaction or dissatisfaction with airline services.…”

Section: Literature Review and Conceptualizationmentioning

confidence: 99%

“…Bellizzia et al (2020) carried out a systematic review and found that the previous research studies on airline service quality mainly differ on three aspects 1) nature of the investigation, 2) data collection and 3) data analysis. Most studies have examined the impact of airline service quality on passenger satisfaction, intention to reuse service, as well as their willingness to recommend the airline service to others.…”

Section: Literature Review and Conceptualizationmentioning

confidence: 99%

“…Most studies have examined the impact of airline service quality on passenger satisfaction, intention to reuse service, as well as their willingness to recommend the airline service to others. While few studies also attempted to understand passenger expectations and opinions, with regards to airline services offered, and captured their relative importance (Bellizzia et al , 2020). As far as data collection is concerned, previous studies have adopted variegated scales; faces neutrality issues besides being susceptible to inflated results (Eboli and Mazzulla, 2010).…”

Section: Literature Review and Conceptualizationmentioning

confidence: 99%

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Reading between the lines: untwining online user-generated content using sentiment analysis

Rasool

Pathania

2021

JRIM

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PurposeOne of the major challenges within the airline industry is to keep pace with the changing customer perception toward their service quality. This paper aims to demonstrate how sentiment analysis of user-generated big data can be used to research airline service quality as a more comprehensive alternative to other survey-based models by investigating real-time passenger insights.Design/methodology/approachThe present research uses the case of Indigo airlines by studying passenger's trip advisor reviews regarding the low-cost commercial airline service. The authors analyzed 1,777 passenger reviews, which were classified, to uncover sentiments for five dimensions of airline service quality (AIRQUAL).FindingsThe findings of the study demonstrate the need for harnessing the brand-related user-generated content shared on online platforms to identify the critical attributes for airline service quality. Further, through the application of sentiment analysis, the paper provides much-needed clarity in the processing of user-generated content. It illustrates the investigation of passenger interactions as a reflection of their satisfaction, expectation, intention and overall opinion toward the airline service quality.Practical implicationsThe analytical framework adopted in the study for examining user-generated content (UGC) can be functional for the marketing managers and equip them for handling large-scale data readily available in action-oriented interactive marketing research.Originality/valueThis paper demonstrates how sentiment analysis of user-generated data can be used to research airline service quality as a more comprehensive alternative to other survey-based models. The study supplements the methodological advances in the field of UGC analysis and adds to the existing knowledge domain.

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Section: Literature Review and Conceptualizationmentioning

confidence: 99%

Section: Literature Review and Conceptualizationmentioning

confidence: 99%

Section: Literature Review and Conceptualizationmentioning

confidence: 99%

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Reading between the lines: untwining online user-generated content using sentiment analysis

Rasool

Pathania

2021

JRIM

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“…Improving service quality is critical for organizations to increase customer satisfaction, loyalty, and, consequently, to improve their overall business performance (6)(7)(8). Consistent interest in service quality in the air transport industry has been shown by researchers and practitioners alike (9,10).…”

Section: Customer Expectation and Service Qualitymentioning

confidence: 99%

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

Bezerra

Souza

Correia

2021

Transportation Research Record: Journal of the Transportation R

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Understanding customer expectations is key in any service context, including indentifying the differences between customer segments. Nonetheless, they remain underresearched topics in the airport industry, with limited empirical evidence on the nature of passenger expectations and how they relate to the service experienced. Therefore, the objectives of this research were twofold: first, to estimate a structural model of the relationships between customer expectations and airport service quality dimensions; second, to examine the differences between groups of passengers. Sample data from a survey administered to passengers at one of Brazil’s largest airports, in São Paulo, were used for structural equation modeling analyses. The results provided models with a good fit to the data. The findings for nonfrequent passengers showed that the effects of expectations on airport service quality were significant for all the service quality dimensions examined, whereas frequent passengers only revealed a significant relationship between expectation and the “processes” dimension. Theoretical and practical contributions to airport planning and management are discussed in light of the findings.

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“…The major part of the studies focuses on data collected by RP surveys addressed to departing passengers [45,53,54]. In a respectable number of studies, in addition to the perceptions about service aspects, passengers are requested to express what they expect from the service and therefore to provide a rate of importance on each analyzed service aspect [55]. An example is the study conducted by Chen and Chang [48].…”

Section: Literature Reviewmentioning

confidence: 99%

Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes

et al. 2020

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As the competition between airlines grows, their customer-centered strategies are becoming increasingly popular. In this context, the marketing strategies are the result of investigations carried out directly on users, usually through the Customer Satisfaction Surveys. Investigating on airline passengers’ preferences represents a useful action to pursue the most convenient strategy for increasing their satisfaction and improving the provided service. With this aim, we propose the design of a Stated Preference survey and the preliminary outcomes obtained from the analysis and modelling of the collected data. A deep study of the literature review drove us to consider the land services separately from the air ones. Even if the travel experience of an airline passenger starts at the airport, only the services provided by the airlines are the object of this study. The Stated Preference survey was designed with the aim to capture the passengers’ desires on airlines’ services by proposing hypothetical scenarios to them. The survey was addressed to the whole population of the University of Calabria (Italy). A sample of 1907 survey responses was obtained. For analyzing the collected data, discrete choice models have been calibrated to obtain the weights assigned by users to each service quality aspect included in the experiment.

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Air Transport Service Quality Factors: a Systematic Literature Review

Cited by 44 publications

References 29 publications

Reading between the lines: untwining online user-generated content using sentiment analysis

Reading between the lines: untwining online user-generated content using sentiment analysis

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes

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