ABSTRACT

An effective strategy for offering services characterized by adequate levels of quality is to investigate on the single service aspects, to verify what needs to be improved or maintained, and what does not need particular resources. In this paper, we want to provide a practical instrument for investigating airport transport service quality, based on the opinion expressed by a sample of passengers. The case study is the International Airport of Lamezia Terme, a peripheral airport placed in the south of Italy; the data were derived from Customer Satisfaction Surveys conducted during 2015–2016. We propose a modification of the well-known Importance-Performance Analysis (IPA), by adopting as importance the weights determined through a Structural Equation Modeling (SEM) approach, and by plotting the gap between importance and performance on a visual graph, that we hold as easier to be read and more intuitive than the one used in the traditional IPA. The results obtained by the proposed Gap Importance-Performance Analysis (Gap-IPA) suggest that the attention of the airport operator should focus on the service aspects related to cleanliness. Besides, the methodology can show which aspects should be kept under control for avoiding to become critical issues of the service.

摘要

提供具有足够质量水平的服务的有效策略是调查单个服务方面，以验证需要改进或维护的内容，以及不需要特定资源的内容。在本文中，我们希望基于旅客样本表达的观点，为调查机场运输服务质量提供一种实用的工具。案例研究是位于意大利南部的外围机场Lamezia Terme国际机场；数据来自2015-2016年期间进行的客户满意度调查。我们建议对著名的重要性-性能分析进行修改（IPA），通过采用通过结构方程模型（SEM）方法确定的权重作为重要性，并通过在视觉图上绘制重要性和性能之间的差距，我们拥有比使用的易读性和直观性在传统的IPA中。拟议的差距重要性绩效分析（Gap-IPA）获得的结果表明，机场运营人应将注意力集中在与清洁有关的服务方面。此外，该方法可以显示哪些方面应受到控制，以避免成为服务的关键问题。