Airport service quality and passenger satisfaction: The impact of service failure on the likelihood of promoting an airport online
Based on the analysis of 2278 online passenger ratings of airports worldwide, this study uses a standard multinomial logit model to determine the likelihood of a passenger being a promoter of an airport when a service attribute has failed, controlling for several passenger and airport characteristics. Results show that failures associated with airport staff and queueing times are most likely to reduce the probability of a passenger being a promoter of an airport. Failures associated with airport shopping and wifi service are least likely to do so. More importantly, the failure of any service attribute in this study significantly reduces the probability of a passenger being a promoter of an airport. This suggests that all parts of the airport value chain are likely to suffer when a service attribute fails. Passenger and airport characteristics included in this study do not add significant explanation to whether a passenger becomes a promoter.
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Availability:
- Find a library where document is available. Order URL: http://worldcat.org/issn/22105395
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Supplemental Notes:
- © 2021 Nigel Halpern and Deodat Mwesiumo. Published by Elsevier Ltd. Abstract reprinted with permission of Elsevier.
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Authors:
- Halpern, Nigel
- Mwesiumo, Deodat
- Publication Date: 2021-12
Language
- English
Media Info
- Media Type: Web
- Features: Figures; References; Tables;
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Serial:
- Research in Transportation Business & Management
- Volume: 41
- Issue Number: 0
- Publisher: Elsevier
- ISSN: 2210-5395
- Serial URL: http://www.sciencedirect.com/science/journal/22105395
Subject/Index Terms
- TRT Terms: Airports; Customer satisfaction; Marketing; Passengers; Quality of service
- Subject Areas: Administration and Management; Aviation; Terminals and Facilities;
Filing Info
- Accession Number: 01775693
- Record Type: Publication
- Files: TRIS
- Created Date: Jun 30 2021 12:00PM