Evaluation of Perceived Service Quality for Passengers at Airports
Authors: 
Liu Xiaobing, Deng ZhuoAuthors Info & Claims
Liu Xiaobing, Deng ZhuoAuthors Info & ClaimsPages 248 - 252
Abstract
This paper reviews previous service quality evaluations research on civilian airports in both China and worldwide. We determine our primary parameters of customer perceptions of civilian airports service quality indexes from service contacts and environments. We conduct empirical research on Dalian Airport as a case study. Through Exploratory Factor Analysis, the authors retrieved 4 dimensions of customer perception--the service facilities and environment, the basic service, the catering commercial service, and the information service. The reliability and validity of the 4-dimensional scale is further tested through Confirmatory Factor Analysis. This paper established a reliable and valid evaluation model of customer service quality perception of civilian airports. It can provide more valid guidance of airport service quality improvements.
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Index Terms
- Evaluation of Perceived Service Quality for Passengers at Airports
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Published In
January 2019
292 pages
ISBN:9781450361897
DOI:10.1145/3312662
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- China University of Geosciences
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Association for Computing Machinery
New York, NY, United States
Publication History
Published: 12 January 2019
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- Research-article
- Research
- Refereed limited
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ICMSS 2019
ICMSS 2019: 2019 3rd International Conference on Management Engineering, Software Engineering and Service Sciences
January 12 - 14, 2019
Wuhan, China
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