Identifying strategies for improving airport services: introduction of the Gap-IPA to an Italian airport case study

Allen, Jaime; Bellizzi, Maria Grazia; Eboli, Laura; Forciniti, Carmen; Mazzulla, Gabriella

doi:10.1080/19427867.2020.1861506

Cited by 16 publications

(12 citation statements)

References 32 publications

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“…Customer surveys have been widely used to evaluate airport customer satisfaction and service quality. A large number of studies have investigated the importance of airport service quality by conducting surveys and suggested possible improvement proposals (Allen et al 2020a(Allen et al , 2020b(Allen et al , 2021Bellizzi et al 2018;Ceccato and Masci 2017;Brida et al 2016;Pandey 2016;Gomes 2015, 2016;Paramonovs and Ijevleva 2015;Jeon and Kim 2012;Liou et al 2011). For example, Allen et al (2021) investigated airport passengers' satisfaction to create practical strategies for airport services.…”

Section: Traditional Customer Satisfaction Surveys and Interviewsmentioning

confidence: 99%

“…A large number of studies have investigated the importance of airport service quality by conducting surveys and suggested possible improvement proposals (Allen et al 2020a(Allen et al , 2020b(Allen et al , 2021Bellizzi et al 2018;Ceccato and Masci 2017;Brida et al 2016;Pandey 2016;Gomes 2015, 2016;Paramonovs and Ijevleva 2015;Jeon and Kim 2012;Liou et al 2011). For example, Allen et al (2021) investigated airport passengers' satisfaction to create practical strategies for airport services. Using passenger surveys from the Lamezia Terme international airport in Italy, they claimed that operators should focus on airport cleanliness to improve airport service quality.…”

Section: Traditional Customer Satisfaction Surveys and Interviewsmentioning

confidence: 99%

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

Bae

Chi

2021

JRFM

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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.

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Section: Traditional Customer Satisfaction Surveys and Interviewsmentioning

confidence: 99%

Section: Traditional Customer Satisfaction Surveys and Interviewsmentioning

confidence: 99%

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

Bae

Chi

2021

JRFM

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“…IPA proposes a subdivision of the service attributes in well four quadrants, where the reader could be disoriented, while according to Gap-IPA there is a sharper division of the attributes in only two groups. Secondly, for interpreting IPA, a continuous comparison between importance and performance has to be affected, while gap-IPA adopts only one value, which is the gap between importance and performance (a more immediate approach) [30]. From these considerations, we can conclude that the results of the Gap-IPA are particularly understandable and interpretable by all the readers.…”

Section: Discussionmentioning

confidence: 98%

“…Finally, the fourth quadrant contains the minor strengths since the performance is high and importance is low. The gap-IPA is a simplification of IPA proposed in [30] where it proved to be very useful in highlighting the critical issues of the analyzed service. With this technique, the gap between importance and performance is graphically reported on a circular graph composed only of two sectors.…”

Section: Methodsmentioning

confidence: 99%

Cycling for a Sustainable Touristic Mobility: A Preliminary Study in an Urban Area of Italy

Mazzulla

Bellizzi

Eboli

et al. 2021

IJERPH

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This study wants to give a contribution for the investigation of sustainable mobility with positive consequences on public health implementing policies starting from cyclists’ perceptions. Data were collected by interviewing cyclists along three bike lanes of an urban area of southern Italy through a face-to-face survey. The survey was conducted in Autumn 2019, interviewing a sample of 129 cyclists. In order to identify the critical aspects of the bike paths, both an importance-performance analysis (IPA) and a gap-IPA were performed. The average values of the cyclists’ perceptions of each aspect have been considered as performance values. The importance values have been obtained by performing a principal component analysis (PCA), which was helpful also for better defining the service quality phenomenon. From the PCA, six latent constructs can be identified as: “Physical Nuisance”; “Non-physical Nuisance”; “Physical Comfort”; “Non-physical Comfort”; “Protection”; and “Ambience”. The results of Gap-IPA confirmed that the criticalities of the bike paths relate to the degree of protection in relation to accidents, and to the degree of nuisance caused by pollution and opposing pedestrians along the path. Based on the conducted analyses, sustainable tourism implementing policies should be oriented in solving the emerged criticalities of the existing bike paths. The results of Gap-IPA are very intuitive and can certainly be helpful for identifying the most convenient strategies.

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“…Finally, Allen et al (2020) present an instrument for investigating the service quality in airport transport, developing a modification of the well-known Importance-Performance Analysis (IPA) method, where the importance weights are determined by Structural Equation Modeling techniques. The authors refer to this variant as Gap-IPA.…”

mentioning

confidence: 99%

Modeling, simulation and evaluation of transport scenarios in the presence of innovative solutions

Codina

Friedrich

Soriguera

et al. 2021

Transportation Letters

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Identifying strategies for improving airport services: introduction of the Gap-IPA to an Italian airport case study

Cited by 16 publications

References 32 publications

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

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

Cycling for a Sustainable Touristic Mobility: A Preliminary Study in an Urban Area of Italy

Modeling, simulation and evaluation of transport scenarios in the presence of innovative solutions

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