Passengers’ perceptions of airline lounges: Importance of attributes that determine usage and service quality measurement

Han, Seohui; Ham, Seonok; Yang, Il-Sun; Baek, Seunghee

doi:10.1016/j.tourman.2011.11.023

Cited by 61 publications

(43 citation statements)

References 27 publications

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“…It was found in the literature a variety of studies that propose level of service evaluation based on an additive method (Barros, Somasundaraswaran & Wirasinghe, 2007;Correia, Wirasingue & Barros, 2008;Han, Ham, Yang & Baek, 2012;Lubbe, Douglas & Zambellis, 2011). The additive method assumes that the overall level of a service is composed of the sum of the level of service performance of all variables, taking into consideration their relative importance (weight).…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Airport level of service: A model according to departing passengers’ perceptions at a small-sized airport

Gonçalves

Caetano

2017

J. airl. airpt. manag.

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Purpose: This study proposes a conceptual model of level of service evaluation to a small-sized airport with a focus on departing passengers. Design/methodology:The variables selected to compose the model were chosen according to their adequacy to departing passengers and the airport's characteristics. A survey was conducted, and, posteriorly, exploratory factor analysis was used in order to verify the adequacy of the conceptual model proposed and also to improve it according to the results obtained. Findings:The results show that the level of service of the airport is composed of three dimensions: airport characteristics, passenger processing, and prices. The relative importance of the dimensions according to their contribution to the composition of the airport's overall level of service was also determined.Originality/value: The paper combines theoretical and practical findings in a model for level of service evaluation to a small-sized airport from an air transportation management perspective.

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Section: Theoretical Frameworkmentioning

confidence: 99%

Airport level of service: A model according to departing passengers’ perceptions at a small-sized airport

Gonçalves

Caetano

2017

J. airl. airpt. manag.

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“…Among these, most focus has been placed on assessing the cognitive QOS (Han et al, 2012), or on exploring the causes for the significant gap between expectations and the actual service experience of passengers. However, these methods cannot judge the importance of the evaluation criteria from the perspective of profit and loss of quality, nor can they further confirm the relative degree of impact that the evaluation criterion for service quality has on operating costs.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The second category is to measure the QOS performance. This mostly uses the SERVQUAL scale assessment of the QOS, and adopts a statistical significance test to assess the QOS (Chen, 2013;Prentice, 2013;Han et al, 2012;Liou et al, 2007). Recommendations and suggestions are then proposed.…”

Section: Introductionmentioning

confidence: 99%

Beyond the Quality of Service: Exploring the Evaluation Criteria of Airlines

Wang¹

2014

Industrial Engineering and Management Systems

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With the progress and prosperity of commerce and industry, time and money increasingly form an equal partnership. Using air carriers to shorten the round-trip time has become an important choice for many people in the tourism process. Faced with increasing competition within the aviation service environment, airline evaluation criteria and the requirements of customers are gradually dominating the evaluation mechanism for air transport service quality. Over the past few years, attention on the transport quality of service has been primarily focused more on land-based transport, and less on the relevant evaluation criteria of airlines. Many studies have shown that quality of service will directly affect customer satisfaction, resulting in the fact that good quality aviation services have become increasingly important. Therefore, in practical industrial operations with limited resources, there is an urgent need to delve into the assessment guidelines that have an impact on customers when they choose an airline, which can be used as a basis for improving customer satisfaction. Through a literature review and a reliability and validity analysis, this study summarized 19 evaluation criteria, using the purposive sampling method and the decision laboratory method (DEMATEL). In addition, this study viewed the causal relationship between the evaluation criteria and the degree of association as a continuing project for airlines. This study selected appropriate empirical samples from two domestic airlines. The conclusions may provide recommendations for all airlines.

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“…Whyte (2004) concluded that loss of loyal customers and loss of customers' faith/trust cause airlines to fail. Using an empirical study on passengers' perceptions of airline lounges, Han, Hamb, and Baek (2012) concluded that food/beverage service is the most important factor. Pham and Simpson (2006) identified variables including empathy, reliability, tangibles, responsiveness, assurance, etc., as important variables that impact airport service quality.…”

Section: Literature Reviewmentioning

confidence: 99%