What is it about?

Based on a content analysis of 1,095 traveler comments posted between 2010 and 2013 on an airport review web site, this study reveals that key satisfiers in the airport context include cleanliness and pleasant environment to spend time in. On the other side, security-check, confusing signage and poor dining offer are recognized as major dissatisfiers in the airport setting.

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Why is it important?

Considering the complexity of the airport industry service palette, it is important to identify which air travel factors are distractors and which factors are enhancers of passenger satisfaction. Building on Herzberg’s two-factor motivation theory, this study aims to explore most frequently mentioned attributes of airport service quality and distinguish key drivers for passenger satisfaction/dissatisfaction in the airport context.

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This page is a summary of: Airport service quality drivers of passenger satisfaction, Tourism Review, October 2013, Emerald,
DOI: 10.1108/tr-09-2013-0047.
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