Measurement model of passengers’ expectations of airport service quality

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

“…With technological advancements, one of the primary services provided by airports has been Wi-Fi [19,63,64]. Passengers can easily complete their tasks with this service and spend their leisure time more effectively [65]. They also express concern about the absence or weakness of Wi-Fi service at airports and regard this service as essential [63].…”

Criteria of quality assessment of regional airport services - A very last picture before the COVID-19 pandemic

“…Service quality is a multidimensional construct. It is crucial to understand customers' criteria in the assessment process to support the effective management and development of airport services ( Chonsalasin et al, 2020 ; Khalid and Migdadi, 2022 ; Lee and Yu, 2018 ). The passenger-orientated approach should be used in airport services improvement, and airport management should support that orientation ( Barakat et al, 2021 ).…”

“…Most of the studies were performed as statistical analysis of the data from surveys, e.g. ( Bezerra and Gomes, 2016 , 2015 ; Chonsalasin et al, 2020 ; D'Alonzo et al, 2021 ; Hong et al, 2020 ; Law et al, 2022 ; Prentice and Kadan, 2019 ). However, there has also been fuzzy logic ( Pandey, 2016 ), deep learning ( Barakat et al, 2021 ), or text of reviews analysis ( Bakır et al, 2022 ; Moro et al, 2020 ) implemented to assess the airport service quality.…”

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

“…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).…”