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.
引用
收藏
页数：15
相关论文
共 50 条
  • [31] Importance-Performance Matrix Analysis: Knowledge Sharing Via Online Social Network among Academician
    Yeo, Sook Fern
    Tan, Cheng Ling
    Lim, Kah Boon
    Lim, Chun Jiang
    PROCEEDINGS OF THE 14TH INTERNATIONAL CONFERENCE ON INTELLECTUAL CAPITAL, KNOWLEDGE MANAGEMENT & ORGANISATIONAL LEARNING (ICICKM 2017), 2017, : 316 - 322
  • [32] Application of Revised Importance-Performance Analysis to Investigate Critical Service Quality of Hotel Online Booking
    Jou, Rong-Chang
    Day, Yeong-Jia
    SUSTAINABILITY, 2021, 13 (04) : 1 - 19
  • [33] Applying information-based methods in importance-performance analysis when the information of importance is unavailable
    Shieh, Jiunn-I
    Wu, Hsin-Hung
    QUALITY & QUANTITY, 2011, 45 (03) : 545 - 557
  • [34] Importance-Performance Analysis Based on Choquet Integral with Respect to L-Measure
    Lee, Shu-Juan
    Liu, Hsiang-Chuan
    Chen, Shih-Ming
    Jheng, Yu-Du
    FRONTIERS OF MANUFACTURING AND DESIGN SCIENCE, PTS 1-4, 2011, 44-47 : 3844 - +
  • [35] A new importance-performance analysis approach for customer satisfaction evaluation supporting PSS design
    Geng, Xiuli
    Chu, Xuening
    EXPERT SYSTEMS WITH APPLICATIONS, 2012, 39 (01) : 1492 - 1502
  • [36] Using a revised importance-performance analysis approach: The case of Taiwanese hot springs tourism
    Deng, Weijaw
    TOURISM MANAGEMENT, 2007, 28 (05) : 1274 - 1284
  • [37] Survey on the tourist satisfaction of rural homestay based on the theory of importance-performance analysis
    Zhou, Xiaorui
    Wang, Yanan
    Ma, Pingping
    FRONTIERS IN PSYCHOLOGY, 2022, 13
  • [38] Importance-Performance Analysis Based Evaluation Method for Security Incident Management Capability
    Chiu, Chih-Chung
    Lin, Kuo-Sui
    INTELLIGENT INFORMATION AND DATABASE SYSTEMS (ACIIDS 2017), PT II, 2017, 10192 : 180 - 194
  • [39] Assessing destination satisfaction by social media: An innovative approach using Importance-Performance Analysis
    Chen, Jinyan
    Becken, Susanne
    Stantic, Bela
    ANNALS OF TOURISM RESEARCH, 2022, 93
  • [40] Fuzzy neural based importance-performance analysis for determining critical service attributes
    Deng, Wei-Jaw
    Pei, Wen
    EXPERT SYSTEMS WITH APPLICATIONS, 2009, 36 (02) : 3774 - 3784
12345