Airport Service Quality Drivers Of Passenger Satisfaction Anil Bilgihan Academia
9/25/2014
Airport service quality drivers of passenger satisfaction | Anil Bilgihan - Academia.edu
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Airport service quality drivers of passenger satisfaction
(http://www.academia.edu/4915676/Airport_service_quality_dri
Airport service quality drivers of passenger satisfaction Vanja Bogicevic, Wan Yang, Anil Bilgihan and Milos Bujisic
Vanja Bogicevic is
Graduate Student and
Graduate Assistant and
Wan Yang is Assistant
Professor, both at the
College of Hospitality and
Technology Leadership,
University of South Florida,
Sarasota, Florida, USA.
Anil Bilgihan is Assistant
Professor at the College of
Business, Florida Atlantic
Abstract
University,
Boca
Raton,
Florida,
USA.
Milos
Bujisic is PhD and Graduate
Associate at Rosen College of Hospitality Management,
University of Central
Florida, Orlando, Florida,
USA.
Practical implications – The study findings provide insight on predominant satisfiers, dissastisfiers and performance factors of airport service quality from passengers’ perspectives. Airport management teams may use the study results to renovate airport facility and improve service quality.
Purpose – Considering the complexity of the airport industry service palette, it is important to identify which air travel factors are distractors and which factors are enhancers of passenger satisfaction.
Building on Herzberg’s two-factor motivation theory, this study aims to explore most frequently mentioned attributes of airport service quality and distinguish key drivers for passenger satisfaction/dissatisfaction in the airport context.
Design/methodology/approach – A content analysis of 1,095 traveler comments posted between
2010 and 2013 on an airport review web site was performed in order to identify satisfiers/dissatisfiers.
The web spider randomly selected consumer comments related to 33 popular destinations.
Findings – The study results
Airport service quality drivers of passenger satisfaction | Anil Bilgihan - Academia.edu
(https://www.academia.edu/)
Log In (https://www.academia.edu/login)
Sign Up (https://www.academia.edu/signup)
Search...
Airport service quality drivers of passenger satisfaction
(http://www.academia.edu/4915676/Airport_service_quality_dri
Airport service quality drivers of passenger satisfaction Vanja Bogicevic, Wan Yang, Anil Bilgihan and Milos Bujisic
Vanja Bogicevic is
Graduate Student and
Graduate Assistant and
Wan Yang is Assistant
Professor, both at the
College of Hospitality and
Technology Leadership,
University of South Florida,
Sarasota, Florida, USA.
Anil Bilgihan is Assistant
Professor at the College of
Business, Florida Atlantic
Abstract
University,
Boca
Raton,
Florida,
USA.
Milos
Bujisic is PhD and Graduate
Associate at Rosen College of Hospitality Management,
University of Central
Florida, Orlando, Florida,
USA.
Practical implications – The study findings provide insight on predominant satisfiers, dissastisfiers and performance factors of airport service quality from passengers’ perspectives. Airport management teams may use the study results to renovate airport facility and improve service quality.
Purpose – Considering the complexity of the airport industry service palette, it is important to identify which air travel factors are distractors and which factors are enhancers of passenger satisfaction.
Building on Herzberg’s two-factor motivation theory, this study aims to explore most frequently mentioned attributes of airport service quality and distinguish key drivers for passenger satisfaction/dissatisfaction in the airport context.
Design/methodology/approach – A content analysis of 1,095 traveler comments posted between
2010 and 2013 on an airport review web site was performed in order to identify satisfiers/dissatisfiers.
The web spider randomly selected consumer comments related to 33 popular destinations.
Findings – The study results