Exploring different airport users’ service quality satisfaction between service providers and air travelers |
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| Affiliation: | 1. Tourism and Hospitality Management Division, Mahidol University International College, 999 Bhuthamonthon Sai 4 Road, Salaya, Nakhon Pathom, 73170, Thailand;2. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, 17 Science Museum Road, TST East, Kowloon, Hong Kong;3. Faculty of Architecture and the Built Environment, Centre for Tourism Research, University of Westminster, 35 Marylebone Road, London, NW1 5LS, England, UK;4. Faculty of Business and Law (Marketing), University of Newcastle, Callaghan, NSW, 2308, Australia;1. Faculty of Aviation and Aeronautical Science, Ozyegin University, 34794, Istanbul, Turkey;2. Institute of Tourism and Sustainable Economic Development, Universidad de Las Palmas de Gran Canaria, 35017, Las Palmas de Gran Canaria, Spain;3. CEO at SureSMS Aps | Naverland 2, 9, DK-2600, Glostrup, Denmark;1. Department of Maritime Studies, University of Piraeus, Greece;2. University of Roma Tre, Roma, Italy |
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| Abstract: | This study investigates appropriate attributes— physical environment, outcome, and interactional quality—to measure users' satisfaction that influences airport users' satisfaction level. With these three attributes and users’ perspectives for air travelers and service providers, we generate a conceptual model of airport service quality and satisfaction. The findings indicate that different perceptions exist between airport service providers and air travelers. Air travelers are more concerned with interaction and outcome (convenience) quality attributes, while services providers reflect on interaction and physical environment (servicescape) quality attributes. The airport service quality is found to be significantly related to airport reuse, and destination revisits. An appropriate service-training program is needed to reduce the gap in the level of satisfaction. |
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| Keywords: | Airport services quality Users' satisfaction Interaction service Outcome service Servicescape Air traveler Service provider |
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