Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity

Jaime Allen, Maria Grazia Bellizzi, Laura Eboli, Carmen Forciniti and Gabriella Mazzulla

Journal of Air Transport Management, 2020, vol. 84, issue C

Abstract: Service quality of the airline industry is still unexplored, if compared to the public transport service quality literature. In this paper, we propose an analysis of the services provided by an Italian airport based on an SEM approach. Specifically, we propose a SEM-MIMIC ordinal Probit capturing the heterogeneity in perceptions of air transport passengers and identify groups of passengers with similar assessments of the services. Results suggest the presence of four constructs affecting the overall satisfaction at the terminal, namely information, control, environment, and food service. Results also suggest that there are two different user-types: accessory user (who uses ticket office, luggage trolleys, and escalator lifts), and technology user (who uses charging stations, airport website, and airport wi-fi).

Keywords: Air transport; Customer satisfaction; Service quality; Heterogeneity; Ordinal-probit; SEM-MIMIC (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (13)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:84:y:2020:i:c:s0969699719303916

DOI: 10.1016/j.jairtraman.2020.101780

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