文章基本信息

标题：PASSENGER PERCEPTIONS OF AIRPORT SERVICE PERFORMANCE – A THREE-DIMENSIONAL IMPORTANCE-PERFORMANCE ANALYSIS
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作者：Prebežac, Darko ; Mikulić, Josip ; Jurković, Petra 等
期刊名称：Acta Turistica
印刷版ISSN：0353-4316
电子版ISSN：1848-6061
出版年度：2010
卷号：22
期号：2
页码：161-177
出版社：Ekonomski fakultet Sveučilišta u Zagrebu
摘要：For tourists travelling by air, airports typically represent the places where their first and last impression of a destination is formed. Airports are thus not only an important element of the tourism infrastructure that facilitates tourism flows, but also an important element of the tourism ex¬perience that contributes to the creation of tourist satisfaction/dissatisfaction. In light of this, the aim of this study is to introduce a new analytical framework for prioritizing airport passenger services in quality improvement strategies. The managerial value of the framework is demonstrated in an empiri¬cal study which involved a survey of 1017 airline passengers at a major Croatian international airport. The main advantages of the proposed framework are that (a) it solves several shortcomings of tradi¬tional importance-performance analysis and (b) it accounts for possible asymmetric effects in cus¬tomer satisfaction.
关键词：airport service performance; importance-performance analysis; penalty-reward analysis