Airport Service Quality Drivers of Passenger Satisfaction

9/25/2014

Airport service quality drivers of passenger satisfaction | Anil Bilgihan - Academia.edu

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Airport service quality drivers of passenger satisfaction (http://www.academia.edu/4915676/Airport_service_quality_dri

Airport service quality drivers of passenger satisfaction

Vanja Bogicevic, Wan Yang, Anil Bilgihan and Milos Bujisic

Vanja Bogicevic is Graduate Student and Graduate Assistant and Wan Yang is Assistant Professor, both at the College of Hospitality and Technology Leadership, University of South Florida, Sarasota, Florida, USA. Anil Bilgihan is Assistant Professor at the College of Business, Florida Atlantic University, Boca Raton, Florida, USA. Milos Bujisic is PhD and Graduate Associate at Rosen College of Hospitality Management, University of Central Florida, Orlando, Florida, USA.

Abstract

Purpose – 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. Design/methodology/approach – A content analysis of 1,095 traveler comments posted between 2010 and 2013 on an airport review web site was performed in order to identify satisfiers/dissatisfiers. The web spider randomly selected consumer comments related to 33 popular destinations. Findings – The study results indicated key satisfiers in the airport context such as 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. Practical implications – The...