Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity

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

doi:10.1016/j.jairtraman.2020.101780

Cited by 30 publications

(26 citation statements)

References 33 publications

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“…Moreover, there is growing interest in the SEM approach to account for the complex relationships among the several aspects of service quality and passenger attitudes toward the airport (9,25,(43)(44)(45)(46)(47). It appears that a more comprehensive approach to comprehending the passenger experience at the airport is being pursued.…”

Section: Customer Expectation and Service Qualitymentioning

confidence: 99%

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

Bezerra

Souza

Correia

2021

Transportation Research Record: Journal of the Transportation R

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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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Section: Customer Expectation and Service Qualitymentioning

confidence: 99%

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

Bezerra

Souza

Correia

2021

Transportation Research Record: Journal of the Transportation R

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“…In Table 1, a list of the main service attributes investigated in the literature review is reported, including both land side and air side aspects. The major part of the studies focuses on data collected by RP surveys addressed to departing passengers [45,53,54]. In a respectable number of studies, in addition to the perceptions about service aspects, passengers are requested to express what they expect from the service and therefore to provide a rate of importance on each analyzed service aspect [55].…”

Section: Literature Reviewmentioning

confidence: 99%

Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes

et al. 2020

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As the competition between airlines grows, their customer-centered strategies are becoming increasingly popular. In this context, the marketing strategies are the result of investigations carried out directly on users, usually through the Customer Satisfaction Surveys. Investigating on airline passengers’ preferences represents a useful action to pursue the most convenient strategy for increasing their satisfaction and improving the provided service. With this aim, we propose the design of a Stated Preference survey and the preliminary outcomes obtained from the analysis and modelling of the collected data. A deep study of the literature review drove us to consider the land services separately from the air ones. Even if the travel experience of an airline passenger starts at the airport, only the services provided by the airlines are the object of this study. The Stated Preference survey was designed with the aim to capture the passengers’ desires on airlines’ services by proposing hypothetical scenarios to them. The survey was addressed to the whole population of the University of Calabria (Italy). A sample of 1907 survey responses was obtained. For analyzing the collected data, discrete choice models have been calibrated to obtain the weights assigned by users to each service quality aspect included in the experiment.

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“…gender, age, et al) and indicator variables (i.e. service quality) concurrently and capture the heterogeneous individual characteristics in different groups of individual characteristics [ 27 ]. Hence, MIMIC has been widely utilized to measure service quality and satisfaction [ 28 ].…”

Section: Literature Reviewmentioning

confidence: 99%

Analyzing drivers’ perceived service quality of variable message signs (VMS)

Chien

et al. 2020

PLoS ONE

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Recent advance in VMS technology has made it viable to ease traffic congestion and improve road traffic efficiency. However, the drivers' low compliance with the posted information may limit its performance to ease traffic congestion and improve traffic safety. This paper explores drivers' attitude to the service quality of VMS system resulted from the identified predominant influencing factors. A questionnaire is developed and used for surveying 9,600 drivers in Beijing, China. The collected data are analyzed with a multiple indicators and multiple causes (MIMIC) model considering different driver categories (e.g., private car driver, office car driver, taxi driver). The results show that the causal relationships between latent variables and socio-demographic characteristic is significant. Driving frequency, attitude towards contents of VMS, drivers' decision-making and the effectiveness of VMS message can directly and indirectly affect driver's perceived quality of service. The attitude towards formats of VMS indirectly affect their QoS resulting from the effectiveness of VMS message, while there is no indirect impact for taxi drivers. Besides, the drivers' decisionmaking directly affects the perceived quality of service for private car drivers and office car drivers, but there is no impact for taxi drivers. The findings of this study can provide guidance and reference for urban authorities to perform the relevant actions required to meet user expectations.

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Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity

Cited by 30 publications

References 33 publications

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes

Analyzing drivers’ perceived service quality of variable message signs (VMS)

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