What is it about?
Our findings highlight the role of customer segmentation to define marketing and operational strategies, which should be used to strengthen the loyalty to the airport as well as to contribute to the improvement of the tourism destination image.
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Why is it important?
Our research offers an integrative approach to analyze passenger perceptions and attitudes regarding the airport experience. This integrative approach can also help airport managers to design and implement more effective performance measurement systems (PMS), which could be used to transform the airport environment in a tourism experience. In addition, this PMS may improve the information flow with other partners of the tourism services chain and with institutional tourism stakeholders.
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This page is a summary of: The effects of service quality dimensions and passenger characteristics on passenger's overall satisfaction with an airport, Journal of Air Transport Management, May 2015, Elsevier,
DOI: 10.1016/j.jairtraman.2015.03.001.
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