Latent factors on the assessment of service quality in an Italian peripheral airport

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

doi:10.1016/j.trpro.2020.03.083

Cited by 24 publications

(18 citation statements)

References 11 publications

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“…All the other measures also have values within the limits that allow us to confirm the data’s goodness of fit. To calculate the importance of each attribute, we applied the criteria of Allen et al [ 29 ], according to which, importance derives from the total of the effects of each latent variable on the satisfaction with the online teaching variable ( Table 7 ).…”

Section: Resultsmentioning

confidence: 99%

“…The factor analysis yielded four factors that represent the four dimensions in Table 1 , thus confirming the validity of the questionnaire. The importance-performance analysis is required in order to know the importance of each attribute that was obtained by applying the structural equations model, based on the criteria of Allen et al [ 29 ].…”

Section: Methodsmentioning

confidence: 99%

“…Our purpose is to identify which elements or attributes of online teaching needed to be improved and developed further. Before applying this methodology, the importance of each attribute is determined using a structural equations model based on criteria posited by Allen et al [ 29 ]. The data were obtained from a university in southern Spain.…”

Section: Introductionmentioning

confidence: 99%

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Measuring Online Teaching Service Quality in Higher Education in the COVID-19 Environment

Ramírez-Hurtado

Hernández-Díaz

López-Sánchez

et al. 2021

IJERPH

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The use of the Internet to develop new technologies has generated a considerable change in teaching and student learning in higher education. The pandemic caused by COVID-19 has forced universities to switch from face-to-face to online instruction. Furthermore, this transfer process was planned and executed quickly, with urgent redesigns of courses originally conceived for live teaching. The aim of this work is to measure the service quality of online teaching delivered during the COVID-19 period. The methodology was based on an importance-performance analysis using a structural equations model. The data were obtained from a sample of 467 students attending a university in southern Spain. The results reveal five priority attributes of online teaching that need to be improved in order to enhance the service quality of the virtual instruction provided to students. Universities need to redefine their online format by integrating methodological and technological decisions and involving collaboration between teachers, students and administration staff and services. The results do not apply to educational institutions that exclusively teach courses online, but to those institutions that had to rapidly adapt, and shift course material originally designed for face-to-face training.

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Section: Resultsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Measuring Online Teaching Service Quality in Higher Education in the COVID-19 Environment

Ramírez-Hurtado

Hernández-Díaz

López-Sánchez

et al. 2021

IJERPH

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“…Trabalhos semelhantes foram desenvolvidos mais recentemente, como o descrito em Allen et al 6 , aplicando análise de componentes principais e equações estruturais simultâneas, com o objetivo de avaliar a qualidade de serviço em um aeroporto italiano, mesclando itens bastante diversos, como limpeza de banheiros, sinalização do terminal, assim como critérios objetivos ligados aos tempos de espera no check-in, controle de passaportes e segurança. A Fig.…”

Section: Revisão De Literaturaunclassified

Desenvolvimento de um modelo de equações estruturais simultâneas para avaliação da qualidade de serviço em aeroportos

Souza¹,

Correia²

2020

RBAV

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Este trabalho teve como objetivo desenvolver um modelo para avaliar a qualidade de serviço em aeroportos por meio de equações estruturais simultâneas. Para tanto, foram realizadas pesquisas na região de múltiplos aeroportos de São Paulo. Para a validação do modelo proposto neste trabalho, foram empregados dados obtidos em pesquisas no aeroporto de Congonhas. Foi adotada uma abordagem confirmatória ao problema de pesquisa, o que possibilitou a representação de modelo complexo das inter-relações entre os diversos fatores associados à percepção do passageiro sobre o nível de serviço e sua atitude perante o aeroporto. Os indicadores apresentados sobre a aderência do modelo demonstram que a metodologia proposta e as pesquisas de campo desenvolvidas foram adequadamente empregadas e modeladas, oferecendo um robusto modelo para que pesquisadores e profissionais da área o utilizem em análises específicas. modeladas, oferecendo um robusto modelo para que pesquisadores e profissionais da área o utilizem em análises específicas.

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“…The most common methods used in the last decade have been structural equations and discrete choice models. In the use of structural equations, the works [4][5][6][7][8][9][10] stand out. This method has proven to be very useful for understanding the different mechanisms that explain users' satisfaction.…”

Section: Introductionmentioning

confidence: 99%

Weighted Variables Using Best-Worst Scaling in Ordered Logit Models for Public Transit Satisfaction

et al. 2020

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Customer overall satisfaction regarding a public transport system is dependent on the satisfaction of the users with the attributes that make up the service, as well as the contribution that each of these attributes makes to explain the overall satisfaction. A common way of analysing the contribution of service attributes to explain overall satisfaction is through the use of ordered logit or probit models. This article presents an ordered logit model that considers the weighting of independent variables through the explicit importance calculated on the basis of a best-worst case 1 choice task. For the calculation of importance, a multinomial logit model has been estimated which considers the heterogeneity of the sample through systematic variations in user tastes. In this way, it is possible to establish a level of importance of each specific attribute for each type of user. The results show that the importance varies considerably depending on different socio-economic and mobility-base variables. On the other hand, the inclusion of the weighted variables in the ordered logit model improves its fit. Therefore, the results make possible to develop policies focused on improving satisfaction on specific user targets.

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Latent factors on the assessment of service quality in an Italian peripheral airport

Cited by 24 publications

References 11 publications

Measuring Online Teaching Service Quality in Higher Education in the COVID-19 Environment

Measuring Online Teaching Service Quality in Higher Education in the COVID-19 Environment

Desenvolvimento de um modelo de equações estruturais simultâneas para avaliação da qualidade de serviço em aeroportos

Weighted Variables Using Best-Worst Scaling in Ordered Logit Models for Public Transit Satisfaction

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