Content Analysis of Passengers’ Perceptions of Airport Service Quality: The Case of Honolulu International Airport

Abstract

This paper explores passengers’ perceptions toward airport service quality through a content analysis. Using 1341 review comments posted on the Skytrax website, we identify satisfiers, dissatisfiers, and performance factors that determine passengers’ experiences at the Honolulu International Airport and the world’s leading airports (Singapore Changi Airport, Haneda Airport, Incheon International Airport, Hamad International Airport, and Hong Kong International Airport). The results show that the Honolulu International Airport needs to improve cleanliness of the facilities, signage, and staff courtesy. A context-specific examination reveals that security, check, flight, line, and staff are the most frequently occurring words used by dissatisfied passengers. The most common words mentioned by satisfied users of the world’s leading airports include staff, terminal, clean, time, immigration, and free. These findings provide suggestions and implications concerning customers’ perspectives and may help airport managers enhance airport service quality and renovate airport facilities.

The World Airport Awards as a Quality Distinctive and Marketing Tool for Airports

“…When an airline is awarded a 'Skytrax star-ranking' or advances to a higher ranking, they immediately announce this news by publishing press releases and posting it on their websites' most visible spots. Both overall star rankings and detailed quality assessment results are publicly available on the Skytrax website [119][120][121]. Numerous airports are investing in digital solutions such as mobile applications, website, and wayfinding maps to improve customer experience issues.…”

Risk Factor Disclosures in the US Airline Industry Following the COVID-19 Pandemic

“…This method was chosen to establish connections and related topics between each extracted annual report (Smith and Humphreys 2006). As a technique for qualitative analysis, it has recently earned greater acceptability, credibility, and reliability among scientists (Bae and Chi 2021;Lemon and Hayes 2020;Arasli et al 2020;Kim and Kim 2017;Spry and Dwyer 2017;Wilk et al 2021). Because Leximancer is a computer-assisted qualitative data analysis program (CAQDAS), its perceived objectivity has been deemed to be freer of researcher bias when compared to other content analysis techniques.…”

A Hybrid MRA-BN-NN Approach for Analyzing Airport Service Based on User-Generated Contents

“…This method offers a structured approach to gathering specific insights into various aspects of the airport experience. (2) Scraping data from user-generated online content (UGC), i.e., social media platforms and review websites such as Google Maps [4][5][6], TripAdvisor [7,8], Twitter [9,10], Skytrax [11][12][13][14][15][16][17][18][19][20][21], and airports' social media channels [22]. Recently, Abouseada, Hassan [23] conducted quantitative analysis of data extracted from the Skytrax, TripAdvisor, Traveler, and Flight Report platforms.…”

“…Recent advancements in the study of airport service quality have incorporated big data and user-generated online content (UGC), offering authentic and diverse perspectives. Researchers have turned to platforms such as Google Maps [4][5][6], TripAdvisor [7,8], Twitter [9,10], Skytrax [11][12][13][14][15][16][17][18][19][20][21], and airports' social media channels [22] for service quality analysis. A recent study by Abouseada, Hassan [23] employed a quantitative content analysis approach to examine data from various travel platforms, including Skytrax, Tri-pAdvisor, Traveler, and Flight Reports.…”