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عنوان فارسی مقاله:
اندازه گیری کیفیت خدمات فرودگاه: یک رویکرد چند بعدی
عنوان انگلیسی مقاله:
Measuring airport service quality: A multidimensional approach
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
2. Background
Airport Service Quality (ASQ) has become a regular topic within the airport-related literature. Nonetheless, until the 1980s there were few studies related to the subject, typically concerned with assessing the level of service in the passenger terminal (e.g. Bennets et al., 1975; Mumayiz and Ashford, 1986; Omer and Khan, 1988; Tosic and Babic, 1984). Later, in the 1990s, some studies focused on understanding passengers' needs and their perceptions regarding elements of the passenger terminal and airport-related processes (e.g. Hackett and Foxall, 1997; Lemer, 1992; Muller and Gosling, 1991; Mumayiz, 1991; Park, 1999; Seneviratne and Martel, 1991, 1994; Yen, 1995). Regarding the service industry as a whole, in a constantly changing business environment, understanding customer perception of quality became critical. As the perceived level of quality is an antecedent of customer satisfaction with the service performance, measuring service quality using customer-based variables may guide the organization's efforts to better deal with customer needs (Cronin et al., 2000; Falk et al., 2010; Wilson et al., 2012).
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کلمات کلیدی:
Airport Service Quality | AviationPros.com www.aviationpros.com/article/10839255/benchmarking-service-quality-at-aus Dec 31, 2012 - To measure and benchmark service quality, AUS joined the Airport Service Quality (ASQ) passenger survey in 2006. Prior to that, the airport ... Measuring airport service quality: A multidimensional ... - ResearchGate https://www.researchgate.net/.../295079872_Measuring_airport_service_quality_A_mult... Currently, airports are expected to be operated as self-sufficient service organizations providing efficient and high-quality services to a variety of customers. Measuring Quality of Service in Airport Passenger Terminals https://www.researchgate.net/.../269529032_Measuring_Quality_of_Service_in_Airport... Measuring Quality of Service in Airport Passenger Terminals on ResearchGate, the professional network for scientists. How Airports Measure Customer Service Performance | Blurbs New ... www.trb.org › Publications › Blurbs May 24, 2017 - ... Service Performance examines the strategic importance of customer service and how airports are measuring the quality of customer service. [PDF]Questionnaire Design for Airport Passenger Experience ... - QUT ePrints https://eprints.qut.edu.au/.../IASDR2015Nov%20Questionnaire%20Design%20for%2... by D Wiredja - 2015 - Related articles in order to evaluate the service quality based on the customer's point of view. ..... Some airport domains have been used to measure service satisfaction based ... [PDF]the measurement of service quality with servqual for different domestic ... www.sjm06.com/SJM%20ISSN1452-4864/7_2_2012_171.../7_2_219_230.pdf by K Aydina - Cited by 26 - Related articles Aug 29, 2012 - interviewing the passengers at Sabiha Gökçen Airport in Istanbul in Turkey with a “face to face” ... SERVQUAL to measure service quality. [PDF]mk ching passengers' perception on airport service and quality ... www.iises.net/proceedings/10th-international-academic.../table-of-content?cid... Keywords: Airport, service, quality satisfaction, passengers' perception .... To measure the airport service quality and user satisfaction, a list of 14 factors is. Searches related to Measuring airport service quality airport service quality survey questionnaire airport service quality pdf service quality in airlines industry google scholar
