An Integrated Model on Airport Terminal Level of Satisfaction for Service Quality Evaluation: A Proposal

Abstract

In the era of high competition and massive information, airport industry are more rely on service quality (SQ) to distinguish themselves from competitors by fulfil customer's satisfaction. Unfortunately, the inherent characteristics of SQ create the difficulties for service practitioners in customer satisfaction evaluation. Generally, many research are adopt SERVQUAL or SERVPERF to measure or evaluate the customer satisfaction of SQ. Nevertheless, there are no specific model to measure the level of satisfaction (LOS) at the airport terminal to fulfil the airport service quality (ASQ). Hence, model of ASQ is important to adequate customer satisfaction for time to time. Therefore, the objective of this research is to propose the integrated model of airport terminal level of satisfaction (ATLOS) in order to provide the best solution for air transportation and mobility industry. The methodology begin by identify all the causes that affect to the ASQ through comprehensive literature review. Then, the suitable design of ATLOS model will be proposed by integrate all the criteria of LOS with all dimensions in SERVQUAL and SERVPERF. Next, the model will be evaluated and analysed through the data collection. This research will contribute empower to airport management in evaluates their ASQ and do improvement for unpleasant services.

Development of an Airport Service Quality and Efficiency Tool: A Comparison Based on Passenger Perceptions During Pre-pandemic and Pandemic Operations

“…In addition, several issues such as the dynamic nature of customers' expectations and perceptions, capturing customer satisfaction rather than the quality of service itself, and the vagueness of expectations (Jain and Gupta 2004;Mishra 2020) were identified through empirical studies. Baharum et al (2020) benchmarked their airport terminal level of satisfaction (ATLOS) model on SERVQUAL to provide the best solution for the air transportation and mobility industry, alongside the criteria of LOS and SERVPERF, which enables the development of an ASQ model that considers particular dimensions. Integrating dimensions from previous evaluation methods to modern standards ensures that all the valuable criteria are considered even as early as the conceptual model development.…”