The explanatory power of the SKYTRAX’s airport rating system: Implications for airport management

Bulatović, Iva; Dempere, Juan M.; Παπαθεοδώρου, Ανδρέας

doi:10.1016/j.team.2023.07.002

Cited by 4 publications

(7 citation statements)

References 40 publications

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“…Isa, Ghaus [37] studied Kuala Lumpur International Airport's klia2 terminal and identified eight dimensions affecting overall satisfaction through PLS SEM. Bulatović, Dempere [20] employed two analysis methods, ordinal regression and maximum likelihood structural equation modeling (ML SEM), to evaluate the efficacy of the Skytrax evaluation system. Their findings revealed that the most significant indicators of airport service are facility comfort, wayfinding and signage, and restaurant outlets.…”

Section: Relevant Literature On Airport Service Qualitymentioning

confidence: 99%

“…This method offers a structured approach to gathering specific insights into various aspects of the airport experience. (2) Scraping data from user-generated online content (UGC), i.e., social media platforms and review websites such as Google Maps [4][5][6], TripAdvisor [7,8], Twitter [9,10], Skytrax [11][12][13][14][15][16][17][18][19][20][21], and airports' social media channels [22]. Recently, Abouseada, Hassan [23] conducted quantitative analysis of data extracted from the Skytrax, TripAdvisor, Traveler, and Flight Report platforms.…”

Section: User-generated Online Contentmentioning

confidence: 99%

“…The field of air transport research has increasingly turned to Skytrax as a source of data owing to its comprehensive and dependable characteristics [11,[18][19][20][21]65]. Skytrax has become widely employed in the literature as a tool for representing online word-of-mouth because of the richness of the data it provides [66].…”

Section: Datamentioning

confidence: 99%

“…Recent advancements in the study of airport service quality have incorporated big data and user-generated online content (UGC), offering authentic and diverse perspectives. Researchers have turned to platforms such as Google Maps [4][5][6], TripAdvisor [7,8], Twitter [9,10], Skytrax [11][12][13][14][15][16][17][18][19][20][21], and airports' social media channels [22] for service quality analysis. A recent study by Abouseada, Hassan [23] employed a quantitative content analysis approach to examine data from various travel platforms, including Skytrax, Tri-pAdvisor, Traveler, and Flight Reports.…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

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

Pholsook,

Wipulanusat,

Ratanavaraha

2024

Sustainability

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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.

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Section: Relevant Literature On Airport Service Qualitymentioning

confidence: 99%

Section: User-generated Online Contentmentioning

confidence: 99%

Section: Datamentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

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

Pholsook,

Wipulanusat,

Ratanavaraha

2024

Sustainability

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“…The influence of ratings on the performance of different service providers accounting for possible congestion is widely analyzed in the vast existing literature; see, e.g., [2][3][4][5][6][7][8][9][10][11][12][13].…”

Section: Introductionmentioning

confidence: 99%

Analysis of Queueing System with Dynamic Rating-Dependent Arrival Process and Price of Service

D’Apice,

Dudin,

Dudina

et al. 2024

Mathematics

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We consider a multi-server queueing system with a visible queue and an arrival flow that is dynamically dependent on the system’s rating. This rating reflects the level of customer satisfaction with the quality and price of the provided service. A higher rating implies a higher arrival rate, which motivates the service provider to increase the price of the service. A steady-state analysis of this system using the proposed mechanism for changing the rating and a threshold strategy for changing the price is performed. This is carried out via the consideration of a suitably constructed multidimensional Markov chain. The impact of the variation in the threshold defining the strategy for changing the price on the key performance indicators is numerically illustrated. The results can be used to make managerial decisions, leading to an increase in the effectiveness of system operations.

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Integrated Reporting as a Model for Sustainability Management Reporting: The Case of Northeastern European Airports

Uzule

2023

Aviation

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In their annual and sustainability reports, many companies assert their adherence to the Sustainable Development Goals (SDGs) of the United Nations. The validity of such claims might be questioned if they are not substantiated with financial information and descriptions of value-creation projections. One framework that can show how SDGs are achieved is integrated reporting (<IR>). In contrast to traditional sustainability reports, <IR> encourages the integrated analysis of financial and non-financial information for six capital types within the company’s business model, which enables measuring the achievement of sustainability targets. Among many advantages of <IR> related to sustainability is also the analysis of value creation processes in the long term, which generates evidence-based projections of future performance, not merely a reflection on past activities. The aim of this research was to determine if Northeastern European airports apply the <IR> framework to their annual sustainability communications with stakeholders. The major research finding indicates that these airports do not use the <IR> framework in their annual sustainability reporting. However, given the inclusion of <IR> features in their reports and a recent tendency of other airports to adopt <IR>, this finding can be a sign of transition to <IR> for annual sustainability reporting.

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The explanatory power of the SKYTRAX’s airport rating system: Implications for airport management

Cited by 4 publications

References 40 publications

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

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

Analysis of Queueing System with Dynamic Rating-Dependent Arrival Process and Price of Service

Integrated Reporting as a Model for Sustainability Management Reporting: The Case of Northeastern European Airports

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