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Exploring multi-quality attributes of airports and the asymmetric effects on air traveller satisfaction: The case of Thai International Airports
Research in Transportation Business & Management ( IF 4.286 ) Pub Date : 2021-03-20 , DOI: 10.1016/j.rtbm.2021.100648
Pipatpong Fakfare , Walanchalee Wattanacharoensil , Anne Graham

Within the context of Thai international airports, the purpose of this study is twofold. First, to examine the asymmetric effect of airport quality attributes in the airport terminal on passenger satisfaction from the perspective of Thai travellers. Second, to prioritise the attributes into categories on the basis of impact–range performance analysis (IRPA) and impact asymmetry analysis (IAA). An online survey (n = 879) was conducted via convenience and snowball sampling. The findings indicate that an airport has multiple attributes that yield dynamic effects on air traveller satisfaction. In addition, IRPA and IAA enable researchers and industry practitioners to classify these attributes into five categories, namely frustrator, dissatisfier, hybrid, satisfier and delighter. The findings also suggest that seven out of 10 attributional domains, derived from the selected Thai international airports, reflect both asymmetric and symmetric characteristics, whilst only three domains, namely flight information screens, passenger facilities and immigration, show only asymmetric effects. The theoretical and practical implications of this study are discussed.



中文翻译:

探索机场的多质量属性及其对航空旅客满意度的不对称影响:以泰国国际机场为例

在泰国国际机场的背景下,本研究的目的是双重的。首先,从泰国旅客的角度考察机场航站楼内机场质量属性对旅客满意度的不对称影响。其次,根据影响范围性能分析(IRPA)和影响不对称分析(IAA)对属性进行优先级分类。在线调查 (n = 879) 通过便利和滚雪球抽样进行。调查结果表明,机场具有多种属性,可以对航空旅客的满意度产生动态影响。此外,IRPA 和 IAA 使研究人员和行业从业者能够将这些属性分为五类,即挫败者、不满意者、混合者、满意者和愉悦者。研究结果还表明,10 个归因域中有 7 个,来自选定的泰国国际机场,体现了不对称和对称的特点,而只有三个领域,即航班信息屏幕,旅客设施和移民,只表现出不对称的效果。讨论了这项研究的理论和实践意义。

更新日期:2021-03-20
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