What is it about?

Airport terminal activities are important for a memorable travel experience. These activities are broadly classified as compulsory and discretionary. The important question is: do these activities hold equal significance in an air traveler's journey? The answer lies in the measurement of the two domains of service activities. However, until recently, appropriate measurement models have been lacking. This study tests the applicability of the most comprehensive model yet and demonstrates that the two main domains of service activities affect travelers differently.

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Why is it important?

The model measures service performance from the traveler's perspective. Air travelers are wielding an increasing market power. Understanding their perception of service performance is crucial for service improvement. Moreover, insights into the magnitude of influence of the different activities' domains are important for prioritization of investment commitments.


Air travel is commonplace nowadays. It is my hope that society can improve the experience of air travelers by paying attention to services at airport terminals. It is in everyone's interest. Travel is the engine of the global economy and air travel the nuts and bolts of international trade and cultural exchange. Airports are key to the flourishing of these events. Airport managers and regulators occupy a critical position to serve and protect travelers.

Collins Opoku Antwi
Zhejiang Normal University

Read the Original

This page is a summary of: Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction, Journal of Air Transport Management, October 2020, Elsevier,
DOI: 10.1016/j.jairtraman.2020.101869.
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