文章基本信息

标题：Modeling Air Travelers' Experience Based on Service Quality Stages Related to Airline and Airports
本地全文：下载
作者：Claudia Munoz ; Henry Laniado ; Jorge Córdoba 等
期刊名称：Modern Applied Science
印刷版ISSN：1913-1844
电子版ISSN：1913-1852
出版年度：2019
卷号：13
期号：11
页码：37-53
DOI：10.5539/mas.v13n11p37
语种：English
出版社：Canadian Center of Science and Education
摘要：This paper proposes a new scale for assessing traveler experience in air travel. Here, passenger experience is measured through travelers' perception of service quality, considering it as a chain of services. The new scale is called air travel service quality (ATSQ). It considers three service quality stages: departure airport service, airline service, and arrival airport service. This paper applies the ATRS scale to examine service quality in domestic travels in a Colombian context. Given that traveler's experience plays a crucial role in determining passenger's satisfaction, a structural equation model (SEM) was applied to examine the relationship between service quality stages, customer satisfaction, and behavioral intentions. Adding the passengers' perception of the arrival airport to the integrated service quality measurement is considering one of the main contributions of this study. The finding of this research confirmed that all three stages of air travel service have a significant, positive effect on passenger satisfaction. The scale found in this research should provide useful information for developing effective operational and marketing strategies for the air travel market. In this way, airports and airlines could better understand how traveler's perception of service quality may affect each choice related to which departure airport, airline, and arrival airport combination to choose from.
关键词：airline; departure airport; arrival airport; integrated service quality; traveler’s satisfaction