Airport Level of Service: A Model according to Departing Passenger’s Perceptions at a Small-sized Airport
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 characterist...
| Autores: | , |
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| Tipo de recurso: | artículo |
| Fecha de publicación: | 2017 |
| País: | España |
| Institución: | Universitat Politècnica de Catalunya (UPC) |
| Repositorio: | UPCommons. Portal del coneixement obert de la UPC |
| Idioma: | inglés |
| OAI Identifier: | oai:upcommons.upc.edu:2117/105392 |
| Acceso en línea: | https://hdl.handle.net/2117/105392 https://dx.doi.org/10.3926/jairm.65 |
| Access Level: | acceso abierto |
| Palabra clave: | Airports--Customer services Airports--Management Consumer satisfaction Conceptual model Departing passengers Level of service Small-sized airport Aeroports -- Serveis d'atenció al client Aeroports -- Gestió Consumidors -- Satisfacció Àrees temàtiques de la UPC::Aeronàutica i espai::Aeroports |
| Sumario: | 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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