Airport experience assessment based on Skytrax online ratings and importance-performance analysis: a segmentation approach

被引：2
|
作者：
Brochado, Ana [1 ]
Verissimo, Jose Manuel Cristovao [2 ]
Lupu, Cristina [3 ]
机构：
[1] Inst Univ Lisboa ISCTE IUL, Ctr Estudos Mudanca Socioecon & Terr DINAMIACET, Ave Forcas Armadas, P-1649026 Lisbon, Portugal
[2] Univ Lisbon, ISEG Lisbon Sch Econ & Management, Lisbon, Portugal
[3] West Univ Timisoara, Timisoara, Romania
来源：
JOURNAL OF MARKETING ANALYTICS | 2024年
关键词：
Service quality; Skytrax; Importance-performance analysis (IPA); Artificial neural network (ANN); Airport; Market segmentation; SERVICE QUALITY; PASSENGERS; SATISFACTION;
D O I：
10.1057/s41270-024-00326-x
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This study assessed airport service quality by conducting importance-performance analysis (IPA) of user-generated content and examining the usefulness of a priori segmentation in the airport industry. The data were drawn from 35,138 Web reviews of airports worldwide shared online via the Skytrax website. Importance ratings were derived using the indirect method based on an artificial neural network. The results reveal that the most important attributes are staff and queuing time. The findings also include that service quality attributes' importance and priority areas needing improvement vary according to traveler type, airport experience category, and region of origin. This study produced valuable insights into how airports can use IPA to leverage their passengers' online reviews in order to enhance service quality and address customer heterogeneity.
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页数：15
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