Voice of Turkish Customer: Importance of Expectations and Level of Satisfaction at Airport Facilities

Atalık, Özlem

doi:10.5539/res.v1n1p61

Cited by 8 publications

(3 citation statements)

References 9 publications

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“…Some researchers have applied retail area as a major criterion to measure passenger satisfaction (Atalik, 2009; Bogicevic et al , 2013; Correia et al , 2008; Correia and Wirasinghe, 2013; J.D. Power and Associates, 2010; George, 2013; Liou et al , 2011; Livingstone, 2013).…”

Section: Review Of Airport Performance Modelsmentioning

confidence: 99%

A passenger-centred model in assessing airport service performance

Wiredja

Popovic

Blackler

2019

JM2

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Purpose Assessing airport service performance requires understanding of all passenger processing and discretionary activities at airport passenger terminals – a need that has not yet been addressed in the research to date. This paper aims to address this shortcoming in evaluating overall airport service based on passenger experience from departure to arrival. Design/methodology/approach Comparative analysis over 40 airport models, including their indicators and configuration of service measures, was undertaken in a previous work to identify key-design requirements in assessing airport service performance based on passenger experience (Wiredja et al., 2015). Based on these requirements, this paper constitutes the development of a passenger-centred model covering all service areas from departure to arrival terminals. The newly developed model is then examined using factor and regression analyses by involving 215 airline passengers from 22 world’s international airports. Findings Overall service performance is understood as a function of combined sub-performances of two groups of airport domains: processing domains and non-processing domains. The overall result demonstrated that the two sets of service factors and their relevant attributes had significant impact on overall service performance at processing and non-processing domains. Research limitations/implications The proposed model applies a set of dynamic performance measures that provide flexibility. These measures are adjustable depending on the needs. Adding or replacing measures defines the specificity of the domains and performances assessed. The model components can be modified in respective service attributes when passenger needs or priorities change. The only constant component is user-centred indicators (in this research, Passenger-centred indicators). Originality/value This research has generated new insights and knowledge that directly contribute to the assessment of airport service performance. The novelty of this research is the development of a passenger-centred approach in evaluating overall airport service based on passenger experience. This passenger-driven model provides a more integrated and robust approach in this field than previously available.

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Section: Review Of Airport Performance Modelsmentioning

confidence: 99%

A passenger-centred model in assessing airport service performance

Wiredja

Popovic

Blackler

2019

JM2

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“…The airport's service quality needs to be improved because everyone expects high-quality service in the age of technology. The airport's manager should understand passengers' expectations and need to deliver a better service [8].…”

Section: Introductionmentioning

confidence: 99%

Performance Analysis for Passenger Satisfaction of Kuala Lumpur International Airport

Pillay¹,

Saw²

2022

Proceedings of the International Conference on Mathematical Sciences and Statistics 2022 (ICMSS 2022)

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Kuala Lumpur International Airport (KLIA) serves as the country's primary international gateway, providing the first impression to airport users and visitors. It also provides incomparable benefits to Malaysia's economy, such as tourism. Therefore, the airport requires to focus on the passenger's experience and satisfaction to deliver better service and meet their expectations. The objectives were to determine the association between the service quality of the airport and KLIA passenger's recommendation by Chi-square test, the passenger's recommendation based on the airport services quality by logistic regression, and the KLIA passenger's satisfaction and experience through the passenger's online review to be investigated by text mining technique, word cloud and sentiment analysis. The data used in this study were collected from August 2015 to February 2021 through the Skytrax website. The results showed an association between the eight distinct types of service quality of airports and passenger recommendations in KLIA by using the Chi-square test. Bayesian Information Criterion shows that the six variables model were significant to the KLIA passenger recommendation to another passenger whether it is a satisfying airport. Moreover, the term "staff" was the most frequently occurring word among the passenger reviews by using text mining techniques. Based on the sentiment analysis, the passenger reviews were more likely to be the neutral sentiment. Hence, it is recommended to place a smiley box in each toilet and ask people to rate the cleanliness of that specific toilet rather than the entire restroom, as it increases practical usability by reducing the number of contradictories votes each time interval.

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“…Public transportation services has long been a highly competitive market, represented by the ever growing modes of transportation-buses, trams, trolleybuses, metro, etc. (Atalik, 2009;Duval, 2007). Yet, in recent years, urban transport companies have stumbled upon a fearsome competition on behalf of the substitute services, such as car and bicycle city rentals, car sharing, etc.…”

Section: Introductionmentioning

confidence: 99%

Complainant Identity: Things to Consider in Obtaining Customers’ Feedback in Public Transportation

Mikhaylov¹,

Mikhaylova²

2015

RES

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This article investigates the factors that act as barriers in obtaining customer complaints in public transportation services in the city of Kaliningrad, Russia. It seeks to understand what external and internal factors discourage dissatisfied customers from filing a complaint to the service company, and allocate regularities with regard to personal attributes of the individual groups of respondents. Data were collected from a survey held in May and June 2014 using a judgmental sampling method. Research results suggest that complainant's gender, age, and income level predetermine individual perceptions over the influence of factors that might stop a customer from filing a complaint. On average, depending on the type of problem, up to 90% of dissatisfied customers do not voice their complaints to the service provider.

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Voice of Turkish Customer: Importance of Expectations and Level of Satisfaction at Airport Facilities

Cited by 8 publications

References 9 publications

A passenger-centred model in assessing airport service performance

A passenger-centred model in assessing airport service performance

Performance Analysis for Passenger Satisfaction of Kuala Lumpur International Airport

Complainant Identity: Things to Consider in Obtaining Customers’ Feedback in Public Transportation

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