دانلود رایگان مقاله اندازه گیری کیفیت خدمات فرودگاه ویکرد چند بعدی

abstract

Currently, airports are expected to be operated as self-sufficient service organizations providing efficient and high-quality services to a variety of customers. In this context, improving airport service quality (ASQ) has become paramount. However, due to the complexity of the airport service environment, an effective process of measuring and analyzing passenger perceptions of ASQ is not easily achieved. Generic scales for perceived service quality might not cover some particularities of the passenger eairport interaction. Furthermore, while some measurement practices have been developed within the airport industry, there has been only limited consideration for validity and reliability. These concerns are certainly relevant to avoid misinterpreting passenger perceptions. In view of these concerns, this paper has a twofold objective. First, to fit a measurement model for perceived ASQ built on typical service measures within the airport industry. Second, to test for the model's equivalence across groups of passengers. Sample data from an extensive survey applied at a major Brazilian airport was used for confirmatory factor analysis. The results suggested that a six-factor structure provides a meaningful multi-item measurement model for perceived ASQ. The model was validated for international and domestic departing passengers with respect to its factorial structure and metric invariance. The proposed measurement model could be considered an alternative for a multidimensional approach in the context of airport performance measurement regarding service quality. Finally, the findings from this research might contribute to the discussion on passenger perceptions of ASQ, particularly concerning its multidimensionality and the need to review current practices for ASQ analysis.

5. Conclusions

An effective airport service quality (ASQ) measurement is a relevant issue for practitioners and researchers. Although measurement practices are common within the airport industry, little attention has been given to the validity and reliability of the measurement instruments. Focusing on this gap, we aimed to fit a measurement model for perceived ASQ, and afterwards, to test for its equivalence across groups of passengers. The results suggested that a six-factor model based on typical measures within the airport industry might provide a meaningful multi-item instrument for measuring passenger perception of ASQ. The measurement items were properly explained for the respective service quality factors whether the respondent was an international or a domestic departing passenger.