Airport service quality dimension and measurement: a systematic literature review and future research agenda

Abstract

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.

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

“…Secondly, the research model is limited as the pre-determined attributes established by Skytrax are used in the study. While this current study covers the airport servicescape, signage, and the quality of delivered services-the three primary dimensions identified in the literature-future research should provide more comprehensive and passenger-driven frameworks [3,33]. Moreover, scholars can validate our findings by utilizing primary data for both the MRA and NCA applications when handling airport service attributes.…”

“…The existing literature relies largely on the expectancy-disconfirmation theory to explain airport service quality [91]. While this situation is often treated using sufficiency logic in empirical studies, necessity logic remained unexplored [3]. Therefore, this study advances current understanding in this regard by combining MRA and NCA for the first time in ASQ literature.…”

“…In this regard, it should be noted that in the Rhodes and Palma de Mallorca cases, there was no competitive pressure on the airport management to improve service levels [17]. Customer perceptions of service quality and satisfaction stand out as an important performance indicator for management, especially for competitive ones [19] since providing high-quality services creates a critical competitive advantage and increases profitability significantly [3]. Therefore, airport service quality (ASQ) should be considered at the same level of importance as concepts such as profitability and competitive advantage and should be carefully considered [9].…”

“…While governments initially owned and operated airport terminals, the commercialization and privatization movements ushered in a significant paradigm shift [3]. As a result of increased competition brought about by commercialization and privatization, an environment has developed in which airports place a premium on service quality and customer satisfaction in order to survive.…”

“…The foregoing importance of airport service quality has received increasing attention from scholars. In this context, a plethora of research has frequently discussed airport service quality attributes and their pivotal role in customer satisfaction [3,[7][8][9]. In doing so, scholars mainly used traditional methods, such as regression analysis or structural equation modeling (SEM), to quantify these complex relationships [6,9].…”