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

被引：37

作者：

Allen, Jaime ^{[1
]}

Grazia Bellizzi, Maria ^{[2
]}

Eboli, Laura ^{[2
]}

Forciniti, Carmen ^{[2
]}

Mazzulla, Gabriella ^{[2
]}

机构：

[1] Univ Costa Rica, Natl Lab Mat & Struct Models LanammeUCR, Sede Rodrigo Facio, Ciudad Invest,Finca 2, San Jose 115012060, Costa Rica

[2] Univ Calabria, Dept Civil Engn, Cubo 46-B, I-87036 Arcavacata Di Rende, Italy

来源：

JOURNAL OF AIR TRANSPORT MANAGEMENT | 2020年 / 84卷

关键词：

Air transport; Customer satisfaction; Service quality; Heterogeneity; Ordinal-probit; SEM-MIMIC; CUSTOMER SATISFACTION; BEHAVIORAL INTENTIONS; PASSENGERS SATISFACTION; TRANSIT SATISFACTION; AIRLINE; MODEL; PERCEPTION; MALAYSIA;

D O I：

10.1016/j.jairtraman.2020.101780

中图分类号：

U [交通运输];

学科分类号：

08 ; 0823 ;

摘要：

Service quality of the airline industry is still unexplored, if compared to the public transport service quality literature. In this paper, we propose an analysis of the services provided by an Italian airport based on an SEM approach. Specifically, we propose a SEM-MIMIC ordinal Probit capturing the heterogeneity in perceptions of air transport passengers and identify groups of passengers with similar assessments of the services. Results suggest the presence of four constructs affecting the overall satisfaction at the terminal, namely information, control, environment, and food service. Results also suggest that there are two different user-types: accessory user (who uses ticket office, luggage trolleys, and escalator lifts), and technology user (who uses charging stations, airport website, and airport wi-fi).

引用

页数：13

共 55 条

[1] An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines Findings from foreigners and overseas Pakistani customers [J].