Functional efficiency in airport terminals: A review on Overall and Stratified Service Quality

Thampan, Aromal; Sinha, Kapil; Gurjar, Bhola R.; Rajasekar, E.

doi:10.1016/j.jairtraman.2020.101837

Cited by 14 publications

(15 citation statements)

References 89 publications

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“…These studies focus on topics such as technology anthropomorphism, which expresses the design factor [9,30], gestures, speech, and the hand and facial movements associated with emotional intimacy [29,46], among the actors that build trust [72]. There are also discussions in the literature that robots will harm personal privacy and users will not trust them [73]. However, the first result of the study reveals that the extraordinary situation brought about by the epidemic has encouraged people to trust robots.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

“…For example, passengers may feel uncomfortable learning how to use new technologies. An excellent example of the invasiveness of biometric technology, such as automatic scans of passengers during security checks, is the introduction of biometric technology, which includes the automatic scanning of passengers during security checks [73].…”

Section: Managerial Implicationsmentioning

confidence: 99%

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The Effect of COVID-19 on Airline Transportation Services: A Study on Service Robot Usage Intention

Meidutė‐Kavaliauskienė

Yıldız

Çiğdem

et al. 2021

Sustainability

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Robots have started to be used in the service sector as well as in the manufacturing industry. The use of service robots in airport services, tourism, and hospital services also brings many advantages. Because of the COVID-19 pandemic, reducing physical contact and providing hygiene are essential benefits of service robots. For this purpose, the effect of COVID-19 fear on perceived trust in service robots and the intention to use them at airports was investigated in this study. For analysis, data were collected from 730 participants from 64 different countries, by questionnaire. The data were analyzed with the SPSS and AMOS package programs. As a result of the structural equation model analysis, it was determined that COVID-19 fear affects perceived trust in service robots and the intention to use them positively, and perceived trust also affects the intention to use service robots positively. In addition, as a result of the Process Macro analysis, it was found that perceived trust has a high mediating effect on the effect of COVID-19 fear on the intention to use. The research results show that people’s attitudes towards COVID-19 shape the perception of robot usage in air transport services.

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Section: Theoretical Implicationsmentioning

confidence: 99%

Section: Managerial Implicationsmentioning

confidence: 99%

The Effect of COVID-19 on Airline Transportation Services: A Study on Service Robot Usage Intention

Meidutė‐Kavaliauskienė

Yıldız

Çiğdem

et al. 2021

Sustainability

View full text Add to dashboard Cite

show abstract

“…More recently, literature on service quality in the airport context has increased, both in the number of studies undertaken and in the range of issues covered. From the beginning of the 2000s, a broader approach to service quality based on passenger perceptions and their relationships with other aspects of the service experience became more evident, including, (a) Perceived quality and passenger satisfaction (17)(18)(19)(20)(21)(22); (b) Importance-performance analysis concerning service provision based on passenger perceptions (23)(24)(25)(26); (c) Focus on specific airport activities, such as security screening procedures (27)(28)(29), check-in procedures (30)(31)(32), and retail services (33-35); (d) Exploratory studies on passenger expectations of the airport (36)(37)(38)(39)(40); and (e) Service quality measurement, including exploratory studies of airport service quality (ASQ) multidimensionality (22,41,42).…”

Section: Customer Expectation and Service Qualitymentioning

confidence: 99%

“…(c) Focus on specific airport activities, such as security screening procedures ( 27–29 ), check-in procedures ( 30–32 ), and retail services ( 33–35 );…”

Section: Customer Expectation and Service Qualitymentioning

confidence: 99%

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

Bezerra

Souza

Correia

2021

Transportation Research Record

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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 uneven growth has created an imbalance between the available terminal facility resources and the number of passengers, and caused some negative effects on the check-in efficiency and the quality of passenger experience at the terminals and [2], [3]. Thampan et al [4] pointed out that improving the check-in efficiency would be vital and could expedite passenger process time and lead to increased flight movement and thus increasing the airport's annual revenue. Therefore, how to enhance the check-in efficiency has become an interesting hot topic in the field of aviation transportation (especially the airport management).…”

Section: Introductionmentioning

confidence: 99%

How to Raise the Check-in Efficiency at an Airport Terminal: A Route Guidance Strategy

2022

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The passenger's motion behavior during the check-in process will directly influence the checkin efficiency. However, little effort has been made to study this topic. This paper incorporates the passenger's motion behavior into the route guidance strategy to enhance the check-in efficiency. Firstly, an extended social force (SF) model is developed to describe each passenger's movement at an airport terminal. Secondly, a route guidance strategy accounting for the flight's remaining departure time and the passenger density is designed to enhance the passengers' check-in efficiency. Thirdly, a greedy algorithm is designed to search an optimal route for each passenger during the check-in process. Finally, the check-in process of one flight at an airport terminal is selected to testify the extended SF model and the proposed route guidance strategy. The simulation results show that (i) the extended SF model can reasonably describe the motion behavior of each passenger, and (ii) the proposed route-guidance strategy can enhance the check-in efficiency under passengers' state described by the extend SF model. The results can guide administrators to better organize and manage the check-in process.

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Functional efficiency in airport terminals: A review on Overall and Stratified Service Quality

Cited by 14 publications

References 89 publications

The Effect of COVID-19 on Airline Transportation Services: A Study on Service Robot Usage Intention

The Effect of COVID-19 on Airline Transportation Services: A Study on Service Robot Usage Intention

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

How to Raise the Check-in Efficiency at an Airport Terminal: A Route Guidance Strategy

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