کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1030705 1483566 2016 9 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Exploring different nationality perceptions of airport service quality
ترجمه فارسی عنوان
بررسی نگرش های ملیتی متفاوت از کیفیت خدمات فرودگاهی
کلمات کلیدی
فرودگاه؛ کیفیت خدمات؛ هم ارزی فراملی ؛ ملیت؛ مدل سازی راش
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری استراتژی و مدیریت استراتژیک
چکیده انگلیسی


• We assess airport service quality attitudes among travelers of various nationalities.
• The Rasch modelling technique is used to test scale equivalence.
• Quality perceptions vary according to nationalities.

In order to attain a sustainable competitive advantage, airports should strive to enhance multicultural passenger satisfaction through the provision of high quality services. The purpose of the current study is to determine the specific service quality components that can lead to increased traveler satisfaction in an international airport environment, and to evaluate the degree to which passenger perceptions of airport facilities, as well as levels of satisfaction, vary according to different nationalities. In order to achieve this objective, this paper examines the equivalence of service quality and satisfaction measures by applying the Rasch modelling technique. Airport service quality is found to be comprised of three distinct dimensions, namely “Servicescape and Image”, “Signage” and ”Services” and significant differences with service quality perceptions are exhibited among travelers of different nationalities. Overall, the results highlight the need to assess scale equivalence across different nationalities.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Air Transport Management - Volume 52, April 2016, Pages 90–98
نویسندگان
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