An evaluation of airport service experience: An identification of service improvement opportunities based on topic modeling and sentiment analysis

Airport Design Thinking: An Employee Perspective

“…It is envisaged that this paper not only provides managerial implications to airport executives but also fills two research gaps. Firstly, while existing airport literature is continuously expanding [4], most studies focus on the passenger perspective, with limited studies focusing on the service provider perspective. Secondly, while the biggest hubs are often the subject of airport study, such as Thailand's Suvarnabhumi Airport, other airports in the area have received less attention [15].…”

“…One study utilized topic modeling and sentiment analysis to assess the top three airport service dimensions in terms of importance: leisure activities, ambient conditions and immigration processes [4]. Another study categorized airport service attributes into ten dimensions: Airport Signage and Layout, Terminal Environment, Flight Information Screens, Check-in, Security, Passenger Facilities, Immigration, Departure Hall, Baggage Service, and Leisure and Entertainment [1].…”

“…Therefore, the airport experience has become an essential part of the travel experience. Airports are transit areas and represent a particular experience that includes various commercial activities such as retail shopping, entertainment services, and food and beverages [4].…”

“…Enhancing the airport experience can improve passenger journeys, generate non-aeronautical revenue, and enhance airport demand. All of these can help improve service quality, enhance the airport's competitive position, and influence passenger purchasing decisions, which, in turn, may lead to re-using the airport and its services and recommendations to others [4].…”

“…On the other hand, particularly with the increase in airport hub alternatives, passenger perceptions of the airport experience have shifted [4] with rising demand for higher levels of service quality [5]. Therefore, airport experience pain points significantly affect passenger perceptions of service quality, such as terminal congestion [6], long immigration queues, disorganized security checkpoints, uninformative ground staff [1], and inconsistent service delivered by different providers [3,6].…”