engleski

Passenger perceptions of airport service performance - A three-dimensional importance- performance analysis

For tourists travelling by air, airports typically represent the places where their first and last impression of a destination is formed. Airports are thus not only an important element of the tourism infrastructure that facilitates tourism flows, but also an important element of the tourism experience that contributes to the creation of tourist satisfaction/dissatisfaction. In light of this, the aim of this study is to introduce a new analytical framework for prioritizing airport passenger services in quality improvement strategies. The managerial value of the framework is demonstrated in an empirical study which involved a survey of 1017 airline passengers at a major Croatian international airport. The main advantages of the proposed framework are that (a) it solves several shortcomings of traditional importance- performance analysis and (b) it accounts for possible asymmetric effects in customer satisfaction.

airport service performance; importance-performance analysis; penalty-reward analysis

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