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
  • [41] Addressing antecedents' importance of open innovation between industry and universities: A neural network-based importance-performance analysis with a fuzzy approach
    Baban, Marius
    Baban, Calin-Florin
    ALEXANDRIA ENGINEERING JOURNAL, 2024, 104 : 515 - 528
  • [42] An Approach to Discovering Product/Service Improvement Priorities: Using Dynamic Importance-Performance Analysis
    Wu, Jiacong
    Wang, Yu
    Zhang, Ru
    Cai, Jing
    SUSTAINABILITY, 2018, 10 (10)
  • [43] Interpreting the Results from the User Experience Questionnaire (UEQ) using Importance-Performance Analysis (IPA)
    Hinderks, Andreas
    Meiners, Anna-Lena
    Dominguez Mayo, Francisco Jose
    Thomaschewski, Joerg
    WEBIST: PROCEEDINGS OF THE 15TH INTERNATIONAL CONFERENCE ON WEB INFORMATION SYSTEMS AND TECHNOLOGIES, 2019, : 388 - 395
  • [44] An integrated framework for importance-performance analysis of product attributes and validation from online reviews and maintenance records
    Shen, Mengyuan
    Cheng, Aoxiang
    Bi, Youyi
    DESIGN SCIENCE, 2024, 10
  • [45] Accounting for dynamics in attribute-importance and for competitor performance to enhance reliability of BPNN-based importance-performance analysis
    Mikulic, Josip
    Prebezac, Darko
    EXPERT SYSTEMS WITH APPLICATIONS, 2012, 39 (05) : 5144 - 5153
  • [46] Interpretive Satisfaction of Chinese Visitors at the Southern Sichuan Bamboo Sea: Importance-Performance Analysis Approach
    Zhao, Minyan
    Harshaw, Howard
    Li, Yu
    Dong, SuoCheng
    Su, Tengwei
    Guo, Haijian
    2016 13TH INTERNATIONAL CONFERENCE ON SERVICE SYSTEMS AND SERVICE MANAGEMENT, 2016,
  • [47] An integrated approach of Kano's model and Importance-Performance Analysis in identifying key success factors
    Wu, Hsin-Hung
    Tang, Yung-Tai
    Shyu, Jyh-Wei
    AFRICAN JOURNAL OF BUSINESS MANAGEMENT, 2010, 4 (15): : 3238 - 3250
  • [48] Asymmetric importance-performance analysis: Measuring classification changes of destination attributes into basic, performance and excitement factors according to the segmentation criterion
    Duenas, Xavier
    Rodriguez, Maribel
    Perez, Leonor M.
    TOURISM AND HOSPITALITY RESEARCH, 2021, 21 (04) : 418 - 425
  • [49] Research on Sustainable Intelligent Drying Wardrobe Design Strategy Based on Importance-Performance Analysis
    Huang, Yi
    Li, Xiang
    Gan, Feng
    Gu, Tianwei
    SUSTAINABILITY, 2024, 16 (23)
  • [50] Importance-Performance Analysis of Personal Health Records in Taiwan: A Web-Based Survey
    Rau, Hsiao-Hsien
    Wu, Yi-Syuan
    Chu, Chi-Ming
    Wang, Fu-Chung
    Hsu, Min-Huei
    Chang, Chi-Wen
    Chen, Kang-Hua
    Lee, Yen-Liang
    Kao, Senyeong
    Chiu, Yu-Lung
    Wen, Hsyien-Chia
    Fuad, Anis
    Hsu, Chien-Yeh
    Chiu, Hung-Wen
    JOURNAL OF MEDICAL INTERNET RESEARCH, 2017, 19 (04)
12345