Modified Importance - Performance Analysis of Airport Facilities- A Case Study of Cochin International Airport Limited

GEORGE, IGY

doi:10.9790/0837-1740915

Cited by 9 publications

(9 citation statements)

References 17 publications

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“…There are two main approaches used by most authors to define airport domains’ sub-performances and their respective attributes: Service factors: Most researchers under this category define some common factors based on established concepts or conceptual frameworks from relevant literature (Chang et al , 2008; Mikulic and Prebezac, 2008; Bogicevic et al , 2013; Pabedinskaite and Akstinaite, 2014; Park, 2007; Rhoades et al , 2000; Correia et al , 2008; Liou et al , 2011; Fodness and Murray, 2007; Eboli and Mazzulla, 2009; Seyanont, 2011; Jen et al , 2013; Tsai et al , 2011; Yeh and Kuo, 2003). For instance, Seyanont (2011) applied an established airport model developed by Fodness and Murray (2007) to group 22 attributes into three main factors: function, interaction and servicescape, while Liou et al (2011) applied eight common factors to represent 24 attributes based on their literature review: convenience, comfort, immigration customs quarantine, transportation, courtesy of staff, information, security and value for money. Airport domains: In this approach, researchers measure service performance as a function of several airport domains (Chao et al , 2013; Chou, 2009; De Barros et al , 2007; George, 2013; Correia and Wirasinghe, 2013; Airports Council International, 2008; Skytrax, 2014; J.D. Power and Associates, 2010).…”

Section: Methodological Approachmentioning

confidence: 99%

“…Some researchers have applied retail area as a major criterion to measure passenger satisfaction (Atalik, 2009; Bogicevic et al , 2013; Correia et al , 2008; Correia and Wirasinghe, 2013; J.D. Power and Associates, 2010; George, 2013; Liou et al , 2011; Livingstone, 2013).…”

Section: Review Of Airport Performance Modelsmentioning

confidence: 99%

“…For instance, Correia and Wirasinghe (2013) found in their research that the most important airport domain was check-in with a degree of importance of 33 per cent, followed by departure lounge (23 per cent), departure hall (13 per cent), parking (11 per cent) and concessions/retail areas (10 per cent). Some studies have used modified IPA (George, 2013; Jen et al , 2013) by incorporating regression equations into the IPA Model, which enables each respondent to assess the values of performance and importance for each service factor as the basis to find the IPA value.…”

Section: Review Of Airport Performance Modelsmentioning

confidence: 99%

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A passenger-centred model in assessing airport service performance

Wiredja

Popovic

Blackler

2019

JM2

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Purpose Assessing airport service performance requires understanding of all passenger processing and discretionary activities at airport passenger terminals – a need that has not yet been addressed in the research to date. This paper aims to address this shortcoming in evaluating overall airport service based on passenger experience from departure to arrival. Design/methodology/approach Comparative analysis over 40 airport models, including their indicators and configuration of service measures, was undertaken in a previous work to identify key-design requirements in assessing airport service performance based on passenger experience (Wiredja et al., 2015). Based on these requirements, this paper constitutes the development of a passenger-centred model covering all service areas from departure to arrival terminals. The newly developed model is then examined using factor and regression analyses by involving 215 airline passengers from 22 world’s international airports. Findings Overall service performance is understood as a function of combined sub-performances of two groups of airport domains: processing domains and non-processing domains. The overall result demonstrated that the two sets of service factors and their relevant attributes had significant impact on overall service performance at processing and non-processing domains. Research limitations/implications The proposed model applies a set of dynamic performance measures that provide flexibility. These measures are adjustable depending on the needs. Adding or replacing measures defines the specificity of the domains and performances assessed. The model components can be modified in respective service attributes when passenger needs or priorities change. The only constant component is user-centred indicators (in this research, Passenger-centred indicators). Originality/value This research has generated new insights and knowledge that directly contribute to the assessment of airport service performance. The novelty of this research is the development of a passenger-centred approach in evaluating overall airport service based on passenger experience. This passenger-driven model provides a more integrated and robust approach in this field than previously available.

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Section: Methodological Approachmentioning

confidence: 99%

Section: Review Of Airport Performance Modelsmentioning

confidence: 99%

Section: Review Of Airport Performance Modelsmentioning

confidence: 99%

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A passenger-centred model in assessing airport service performance

Wiredja

Popovic

Blackler

2019

JM2

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“…According to the cognitive-affective model, satisfaction is the consumer's response to the congruence between performance and comparison standards (Oliver, 1980), which were conceived of in previous literature as the key to business success in competitive landscapes (Dayarathna et al, 2017;George, 2013;Too, 2010). A cognitive-affective view in the literature proposes that satisfaction is influenced by an individual's cognitive judgments of the consumption experience (Mano and Oliver, 1993;Oliver, 1993).…”

Section: Satisfactionmentioning

confidence: 99%

Canal boat tourism: Application of complexity theory

Mehran¹

2020

Journal of Retailing and Consumer Services

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This study applies complexity theory to explain how a cognitive-affective model indicates canal boat tour participants' desired behaviour. An in-situ survey was administered to collect data from 202 boat tour participants following a tour of the Canal du Faux-Rempart in Strasbourg, France. The study applies an asymmetrical analysis to investigate the cognitiveaffective factors deriving participants' intentions to recommend canal boat tours. This study uses an asymmetrical approach to explore causal recipes from three configurations of sociodemographic factors with prior experience and cognitive and affective factors, leading to both high and low scores of recommendation intention. An analysis of necessary conditions was performed to identify the factors required to achieve the expected outcome. The results revealed that complexity theory supports causal interactions, leading to intention to recommend. Overall image, perceived quality, emotion and satisfaction are necessary factors to recommend canal boat tours. We discuss the theoretical and practical implications.

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“…Diğeri ise ilgili boyuta ilişkin işletmenin performansının değerlendirmesidir. Burada bahsi geçen önem derecesi beklentiden farklıdır (George, 2013: 10 (George, 2013).…”

Section: öNem-performans Anali̇zi̇unclassified

An importance- performance analysis for airport duty free shops: a crosscultural comparison of airport shoppers

Under¹,

Atalık²

2016

Pressacademia

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As a result of liberalization, privatization and globalization in the airline industry, there have been some structural chang es such as privatization and commercialization made in the airports, of which control and management are thought to be better handled by the state. Especially after the commercialization of airports, a new turn was taken in airport management and marketing. Airports pulled away from their role of only serving air transport and have almost become shopping malls. While in the traditionally managed airports the only customers and income generators were airlines, with the commercial airport model the customer portfolios of the airports have expanded. Emerging as a new distribution channel for the retailers, airports have become important shopping places that attract various customer groups who do not aim to travel, as well as being places that are frequented by millions of passengers from many different nationalities. Thus, analyzing the satisfaction level of consumers in airports has become crucial. By using important-performance analysis (IPA) to analyze the factors affecting the satisfaction level of airport shoppers gives practical and visually understanding advantages to practitioners. In this study, we picked up 800 questionnaires from the airport shoppers waiting at the gates at Istanbul Ataturk Airport with the permission of General Directorate of State Airports Authority (DHMİ) in February, 2015. Then we analyzed the results according to the nationality of the participants and concluded and discussed the results by visualizing them with IPA grids.

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Modified Importance - Performance Analysis of Airport Facilities- A Case Study of Cochin International Airport Limited

Cited by 9 publications

References 17 publications

A passenger-centred model in assessing airport service performance

A passenger-centred model in assessing airport service performance

Canal boat tourism: Application of complexity theory

An importance- performance analysis for airport duty free shops: a crosscultural comparison of airport shoppers

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