Development of level of service standards for airport facilities: Application to São Paulo International Airport

Correia, Anderson Ribeiro; Wirasinghe, S. C.

doi:10.1016/j.jairtraman.2006.10.002

Cited by 48 publications

(30 citation statements)

References 6 publications

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“…Some studies based on econometric approaches (e.g. Correia, Wirasinghe, & de Barros, 2008a;Correia & Wirasinghe, 2007;De Barros, Somasundaraswaran, & Wirasinghe, 2007;Eboli & Mazzulla, 2009;Gkritza, Niemeier, & Mannering, 2006), and others based on Multi-Criteria Decision Analysis (MCDA) tools (e.g. Chien-Chang, 2012;Kuo & Liang, 2011;Lupo, 2015;Tsai, Hsu, & Chou, 2011;Yeh & Kuo, 2003); b.…”

Section: Introductionmentioning

confidence: 99%

Measuring airport service quality: A multidimensional approach

Bezerra

Gomes

2016

Journal of Air Transport Management

100

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ABSTRACT:Currently, airports are expected to be operated as self-sufficient service organizations providing efficient and high-quality services to different customers. In this context, improving airport service quality (ASQ) has become paramount. However, due to the complexity of the airport service environment, an effective process of measuring and analyzing passengers´ perceptions of ASQ is not simply achieved. Generic scales for perceived service quality might not cover some particularities of the passenger-airport interaction. Furthermore, while some measurement practices have been developed within the airport industry, there was only limited consideration for validity and reliability. These concerns are certainly relevant to avoid misapprehension of passengers´ perceptions. In view of that, this paper has a twofold objective. First, to fit a measurement model for perceived ASQ built on typical service measures within the airport industry. Second, to test for the model equivalence across groups of passengers. Sample data from an extensive survey applied at a main Brazilian airport was used for confirmatory factor analysis. The results suggested that a six-factor structure provides a meaningful multi-item measurement model for perceived ASQ. The model was validated for international and domestic departing passengers as regards its factorial structure and metric invariance. The proposed measurement model could be considered an alternative for a multidimensional approach in the context of airport performance measurement as regards service quality. Finally, the findings arising from this research might contribute to the discussion on passengers´ perceptions of ASQ, particularly concerning its multidimensionality and the need for reviewing current practices for ASQ analysis.

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Section: Introductionmentioning

confidence: 99%

Measuring airport service quality: A multidimensional approach

Bezerra

Gomes

2016

Journal of Air Transport Management

100

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“…It is based on psychometric scales for estimation of individuals' opinion, originally proposed by Thurstone (1927). These scales have been broadly used in fields such as applied psychology, health and marketing (Blischke et al 1975), and also in several researches in the field of transportation (Correia and Wirasinghe 2007).…”

Section: Methods Of Successive Intervalsmentioning

confidence: 99%

Roadway and traffic characteristics for bicycling

Providelo

Sanches

2011

Transportation

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“…Fodness and Murray (2005) The construction of a conceptual model of service quality in airports by conducting an empirical investigation of passengers' expectations a Rendeiro Martin-Cejas (2006) A study examining the level of service of the facilities of Gran Canaria airport (Spain) as an approximation to evaluate service quality. Correia and Wirasinghe (2007) They developed a new methodology to develop level of service. Data from a survey in Sao Paulo international airport is used.…”

Section: Research Papermentioning

confidence: 99%