An integrated approach for prioritizing the barriers to airport service quality in an intuitionistic-fuzzy environment

Mirghafoori, Seyyed Habibollah; Izadi, Mohammad Reza; Daei, Ali

doi:10.1080/23311975.2018.1532277

Cited by 9 publications

(8 citation statements)

References 46 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…First, the results from MRA reveal that; a. queuing times, b. terminal cleanliness, c. terminal seating, d. terminal signs, e. food and beverages, and f. airport staff have positive effects on passenger satisfaction (a. β = 0.206, p < 0.001; b. β = 0.068, p = 0.001; c. β = 0.158, p < 0.001; d. β = 0.137, p < 0.001; e. β = 0.073, p < 0.01; f. β = 0.350, p < 0.001). These findings are also in line with that of previous research [31,34,45,52,56]. Surprisingly, airport shopping and airport Wi-Fi connectivity have no significant effect on passenger satisfaction (β = 0.031, p > 0.173, β = 0.026, p > 0.148).…”

Section: Complementary Analysis For Post-covid-19 Periodsupporting

confidence: 92%

“…Furthermore, unlike NCA, QCA lacks a technique such as a bottleneck table that indicates which conditions are required at which level [11]. As another point, NCA precisely defines more necessary conditions compared to QCA and is less prone to type 1 and type 2 errors [31]. As a result, NCA is a very powerful tool for data analysis.…”

Section: Discussionmentioning

confidence: 99%

“…Accordingly, courtesy displayed by staff during the flight-related transactions positively affects the service perception [4,21]. In addition, Mirghafoor et al [31] asserted that airport staff is critical in service quality. Furthermore, Paramonovs and Ijevleva [23] emphasized the importance of airport staff courtesy and competence in determining customer satisfaction or dissatisfaction.…”

Section: Hypothesis 3 (H3)mentioning

confidence: 99%

See 2 more Smart Citations

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

et al. 2022

View full text Add to dashboard Cite

Delivering high-quality service to passengers can be critical for an airport’s survival, competitiveness, profitability, and long-term growth in a highly competitive environment. The present study aims to examine the relationship between airport service attributes and passenger satisfaction. To this end, we conducted multi-method research consisting of symmetric (multiple regression analysis—MRA) and asymmetric (necessary condition analysis—NCA) approaches. The research data consists of 1463 valid online reviews (n = 1463) of the top 50 busiest airports in Europe retrieved from Skytrax. The MRA was employed to examine the net effect of the eight airport service attributes on passenger satisfaction, while the NCA was used to explore the necessary conditions and level of necessity to achieve passenger satisfaction. Using MRA, the findings reveal that airport staff is the most influential predictor of passenger satisfaction, whereas airport shopping and airport Wi-Fi connectivity do not have a significant effect on passenger satisfaction. Moreover, the NCA results found that six of the eight conditions are necessary to achieve passenger satisfaction at the airport. To complement and comprehend the findings, this study also sheds light on the antecedents underlying airport passenger satisfaction in the post-COVID-19 era using NCA.

show abstract

Section: Complementary Analysis For Post-covid-19 Periodsupporting

confidence: 92%

Section: Discussionmentioning

confidence: 99%

Section: Hypothesis 3 (H3)mentioning

confidence: 99%

See 1 more Smart Citation

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

et al. 2022

View full text Add to dashboard Cite

show abstract

“…Of course, this aim can be achieved more effectively when the fuzzy set is combined with an intuitionistic concept which has been introduced first by Atanassov in 1983. When the variables are linguistic terms, Intuitionistic Fuzzy Set (IFS) solves the problem of uncertainty by defining the degree of membership and nonmembership (Mirghafoori et al., 2018). Consequently, linguistic terms can be expressed in trapezoidal or triangular fuzzy numbers, and the Shannon entropy method can be used to assess risk factors’ weights.…”

Section: Literature Reviewmentioning

confidence: 99%

Trust barriers to online shopping: Investigating and prioritizing trust barriers in an intuitionistic fuzzy environment

Rasty

Mirghafoori

Ardekani

et al. 2020

Int J Consumer Studies

Self Cite

View full text Add to dashboard Cite

Although the internet plays a significant role in daily activities, particularly shopping, some individuals are reluctant to shop online due to distrust in the online environment. This research aims to investigate trust barriers to online shopping from the relevant literature and prioritize them in an intuitionistic fuzzy environment. After reviewing the relevant literature, 18 barriers were extracted and a questionnaire based on these barriers was distributed among 150 internet users to rank three criteria of Failure Mode and Effect Analysis (FMEA), namely severity, occurrence, and detection. Afterward, using the entropy method based on FMEA in an intuitionistic fuzzy environment, the priority of each barrier was assessed. The findings showed that the most important barriers to trust in online shopping are ‘privacy risk’, ‘lack of feel‐and‐touch associated with online purchases’, ‘psychological risk’, ‘social risk’ and ‘feeling that e‐vendors are pretending to care about buyers’ welfare’. Based on the findings, marketing managers should focus on improving and promoting the infrastructure security of their online shopping sites, providing comprehensive information, and benefiting from influencers and celebrities’ endorsements in order to increase customer trust.

show abstract

“…Staff orientation toward passenger satisfaction influences service perceptions significantly [7,18,34,56]. The courtesy displayed by airport operators positively influences service perceptions [46,61]. Employee resources affect check-in queuing processes and passenger arrival [41].…”

Section: Hypothesis Developmentmentioning

confidence: 99%

A Hybrid MRA-BN-NN Approach for Analyzing Airport Service Based on User-Generated Contents

Pholsook,

Wipulanusat,

Ratanavaraha

2024

Sustainability

View full text Add to dashboard Cite

As the world transitions from the COVID-19 pandemic to a new normal, the Airports Council International (ACI) has disclosed that the Asia-Pacific region is lagging other regions in terms of air traffic recovery. This research comprehensively examines passenger satisfaction at leading airports in Southeast Asia. A multimethod approach incorporating multiple regression analysis, Bayesian networks, and neural network analysis was utilized to scrutinize user-generated content from Skytrax. The study contemplates eight distinct attributes of airport customer ratings: queuing time, cleanliness, seating areas, signage, food services, retail options, Wi-Fi availability, and staff courtesy. The findings reveal that queuing time and staff courtesy are the most important factors influencing the overall airport service rating. These results provide empirical evidence supporting the enhancement of airport services in the region and contribute significantly to the theoretical understanding and managerial implications for airport management and authorities. This research thus offers a valuable resource for improving service quality and operational efficiency in the airport industry, which could lead to a recovery and increase in the number of air passengers in this region.

show abstract

An integrated approach for prioritizing the barriers to airport service quality in an intuitionistic-fuzzy environment

Cited by 9 publications

References 46 publications

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

Trust barriers to online shopping: Investigating and prioritizing trust barriers in an intuitionistic fuzzy environment

A Hybrid MRA-BN-NN Approach for Analyzing Airport Service Based on User-Generated Contents

Contact Info

Product

Resources

About