Content Analysis of Passengers’ Perceptions of Airport Service Quality: The Case of Honolulu International Airport

Wonmi Bae and Junwook Chi
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Wonmi Bae: School of Travel Industry Management, Shidler College of Business, University of Hawaii at Manoa, 2560 Campus Road, George Hall 346, Honolulu, HI 96822, USA
Junwook Chi: School of Travel Industry Management, Shidler College of Business, University of Hawaii at Manoa, 2560 Campus Road, George Hall 346, Honolulu, HI 96822, USA

JRFM, 2021, vol. 15, issue 1, 1-19

Abstract: This paper explores passengers’ perceptions toward airport service quality through a content analysis. Using 1341 review comments posted on the Skytrax website, we identify satisfiers, dissatisfiers, and performance factors that determine passengers’ experiences at the Honolulu International Airport and the world’s leading airports (Singapore Changi Airport, Haneda Airport, Incheon International Airport, Hamad International Airport, and Hong Kong International Airport). The results show that the Honolulu International Airport needs to improve cleanliness of the facilities, signage, and staff courtesy. A context-specific examination reveals that security, check, flight, line , and staff are the most frequently occurring words used by dissatisfied passengers. The most common words mentioned by satisfied users of the world’s leading airports include staff, terminal, clean, time, immigration , and free . These findings provide suggestions and implications concerning customers’ perspectives and may help airport managers enhance airport service quality and renovate airport facilities.

Keywords: airport service quality; content analysis; Honolulu international airport; sentiment analysis; text analytics technique (search for similar items in EconPapers)
JEL-codes: C E F2 F3 G (search for similar items in EconPapers)
Date: 2021
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