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IMPROVING PASSENGER SATISFACTION AT AIRPORTS: AN ANALYSIS FOR SHORTENING BAGGAGE ACCESS TIME

Year 2014, Volume: 1 Issue: 4, 0 - 0, 08.11.2015

Bengu Sevil Oflac , Isik Ozge Yumuryaci

Abstract

In order to achieve high levels of passenger satisfaction, many performance indicators are taken into account by airport management. Among these, baggage access time is an important issue that can reduce passenger satisfaction levels at airports. In this study, the process and the antecedentsof baggage access are examined by taking service providers into consideration.Triangulation approach is followed in order to reveal the hidden reasons for long baggage access times. With this aim, a focus group study, observations and in-depth interviews are conducted. In light of the findings, managerial implications and recommendation for further research are provided.

References

  • Correia, A.R., Wirasinghe, S.C. and de Barros, A.G. (2005), A new procedure for overall level of service data collection at airport passenger terminals, Proceedings of the 9th World Conference, Rio de Janeiro.
  • Correia, A.R. and Wirasinghe, S.C. (2007), Development of level of service standards for airport facilities:
  • Application to Sao Paulo international airport, Journal of Air Transport Management, 13, 97-103. Correia, A.R., Wirasinghe, S.C. and de Barros, A.G. (2008a), A global index for level of service evaluation at airport passenger terminals, Transportation Research Part E, 44, 607-620.
  • Correia, A.R., Wirasinghe, S.C. and de Barros, A.G. (2008b), Overall level of service measures for airport passenger terminals, Transportation Research Part A, 42, 330-346.
  • Diaz, A.B.C. and Ruiz, F.J.M. (2002), Consumer’s reaction to delays in service”, International Journal of Service
  • Industry Management, 13(2), 118-140. Dresner, M. (2006), Leisure versus business passengers: Similarities, differences, and implications, Journal of Air
  • Transport Management, 12, 28-32. Dubé-Rioux, L., Schmitt, B.H. and Leclerc, F. (1989), Consumers’ reactions to waiting: When delays affect the perception of service quality, in Advances in Consumer Research, eds. Thomas K. Srull, Provo, UT : Association for Consumer Research, 16, 59-63.
  • Feldman, L.P. and Hornik, J. (1981) “The use of time: An integrated conceptual model”, Journal of Consumer Research, 7(4), 407-419.
  • Freivalde, L. and Lace, L. (2008), Improvement of passenger flow management in an airport terminal, 5th
  • International Scientific Conference Business and Management, Vilnus, Lithuania, 659-664. Gatersleben, M.R. and van der Weij, S.W. (1999), Analysis and simulation of passenger flows in an airport terminal, Proceedings of the 1999 Winter Simulation Conference, 1226-1231.
  • Gkritza, K., Niemeier, D. and Mannering, F. (2006), Airport security screening and changing passenger satisfaction: An exploratory assessment, Journal of Air Transport Management, 12, 213-219.
  • Groth, M. and Gilliland, S.W. (2006), Having to wait for service: Customer reactions to delays in service delivery,
  • Applied Psychology: An International Review, 55(1), 107–129. Kostecki, M. (1996), Waiting Lines as a Marketing Issue, European Management Journal, 14(3), 295-303.
  • Leone, K. and Liu, R.R. (2005), The key design parameters of checked baggage security screening systems in airports, Journal of Air Transport Management, 11, 69-78.
  • Lovelock, C. and Wirtz, J. (2004), Services Marketing: People, Technology, Strategy, 5th ed., N.J.: Prentice Hall.
  • Martin-Cejas, R.R. (2006), Tourism service quality begins at the airport, Tourism Management, 27, 874-877.
  • Norin, A. (2008), Airport Logistics-Modeling and Optimizing the Turn-Around Processes, Linkoping Studies in
  • Science and Technology, Licentiate Thesis No. 1388, Department of Science and Technology, Sweden.
  • Park, J.W. (2007), Passenger perceptions of service quality: Korean and Australian case studies, Journal of Air
  • Transport Management, 13, 238-242. SITA (2013), The Baggage Report-Air Transport Industry Insight, http://cdn.thejournal.ie/media/2013/04/baggage-report-2013-final.pdf, accessed on 05.06.2014.
  • Taylor, S. (1994), Waiting for service: The relationship between delays and evaluations of service, The Journal of Marketing, 58(2), 56-69.
  • Taylor, S. and Claxton, J.D. (1994), Delays and the dynamics of service evaluations, Journal of the Academy of
  • Marketing Science, 22(3), 254–264. Tom, G. and Lucey, S. (1995), Waiting time delays and customer satisfaction in supermarkets, The Journal of
  • Services Marketing, 9(5), 20-29. Tom, G. and Lucey, S. (1997), A Şeld study investigating the effect of waiting time on customer satisfaction, The Journal of Psychology, 131(6), 655-660.
  • Yeh, C.H. and Kuo, Y.L. (2003), Evaluating passenger services of Asia-Pacific international airports, Transportation Research Part E, 35-48.

Year 2014, Volume: 1 Issue: 4, 0 - 0, 08.11.2015

Bengu Sevil Oflac , Isik Ozge Yumuryaci

Abstract

References

  • Correia, A.R., Wirasinghe, S.C. and de Barros, A.G. (2005), A new procedure for overall level of service data collection at airport passenger terminals, Proceedings of the 9th World Conference, Rio de Janeiro.
  • Correia, A.R. and Wirasinghe, S.C. (2007), Development of level of service standards for airport facilities:
  • Application to Sao Paulo international airport, Journal of Air Transport Management, 13, 97-103. Correia, A.R., Wirasinghe, S.C. and de Barros, A.G. (2008a), A global index for level of service evaluation at airport passenger terminals, Transportation Research Part E, 44, 607-620.
  • Correia, A.R., Wirasinghe, S.C. and de Barros, A.G. (2008b), Overall level of service measures for airport passenger terminals, Transportation Research Part A, 42, 330-346.
  • Diaz, A.B.C. and Ruiz, F.J.M. (2002), Consumer’s reaction to delays in service”, International Journal of Service
  • Industry Management, 13(2), 118-140. Dresner, M. (2006), Leisure versus business passengers: Similarities, differences, and implications, Journal of Air
  • Transport Management, 12, 28-32. Dubé-Rioux, L., Schmitt, B.H. and Leclerc, F. (1989), Consumers’ reactions to waiting: When delays affect the perception of service quality, in Advances in Consumer Research, eds. Thomas K. Srull, Provo, UT : Association for Consumer Research, 16, 59-63.
  • Feldman, L.P. and Hornik, J. (1981) “The use of time: An integrated conceptual model”, Journal of Consumer Research, 7(4), 407-419.
  • Freivalde, L. and Lace, L. (2008), Improvement of passenger flow management in an airport terminal, 5th
  • International Scientific Conference Business and Management, Vilnus, Lithuania, 659-664. Gatersleben, M.R. and van der Weij, S.W. (1999), Analysis and simulation of passenger flows in an airport terminal, Proceedings of the 1999 Winter Simulation Conference, 1226-1231.
  • Gkritza, K., Niemeier, D. and Mannering, F. (2006), Airport security screening and changing passenger satisfaction: An exploratory assessment, Journal of Air Transport Management, 12, 213-219.
  • Groth, M. and Gilliland, S.W. (2006), Having to wait for service: Customer reactions to delays in service delivery,
  • Applied Psychology: An International Review, 55(1), 107–129. Kostecki, M. (1996), Waiting Lines as a Marketing Issue, European Management Journal, 14(3), 295-303.
  • Leone, K. and Liu, R.R. (2005), The key design parameters of checked baggage security screening systems in airports, Journal of Air Transport Management, 11, 69-78.
  • Lovelock, C. and Wirtz, J. (2004), Services Marketing: People, Technology, Strategy, 5th ed., N.J.: Prentice Hall.
  • Martin-Cejas, R.R. (2006), Tourism service quality begins at the airport, Tourism Management, 27, 874-877.
  • Norin, A. (2008), Airport Logistics-Modeling and Optimizing the Turn-Around Processes, Linkoping Studies in
  • Science and Technology, Licentiate Thesis No. 1388, Department of Science and Technology, Sweden.
  • Park, J.W. (2007), Passenger perceptions of service quality: Korean and Australian case studies, Journal of Air
  • Transport Management, 13, 238-242. SITA (2013), The Baggage Report-Air Transport Industry Insight, http://cdn.thejournal.ie/media/2013/04/baggage-report-2013-final.pdf, accessed on 05.06.2014.
  • Taylor, S. (1994), Waiting for service: The relationship between delays and evaluations of service, The Journal of Marketing, 58(2), 56-69.
  • Taylor, S. and Claxton, J.D. (1994), Delays and the dynamics of service evaluations, Journal of the Academy of
  • Marketing Science, 22(3), 254–264. Tom, G. and Lucey, S. (1995), Waiting time delays and customer satisfaction in supermarkets, The Journal of
  • Services Marketing, 9(5), 20-29. Tom, G. and Lucey, S. (1997), A Şeld study investigating the effect of waiting time on customer satisfaction, The Journal of Psychology, 131(6), 655-660.
  • Yeh, C.H. and Kuo, Y.L. (2003), Evaluating passenger services of Asia-Pacific international airports, Transportation Research Part E, 35-48.
There are 25 citations in total.

Details

Journal Section Articles
Authors

Bengu Sevil Oflac

Isik Ozge Yumuryaci

Publication Date November 8, 2015
Published in Issue Year 2014 Volume: 1 Issue: 4

Cite

APA Oflac, B. S., & Yumuryaci, I. O. (2015). IMPROVING PASSENGER SATISFACTION AT AIRPORTS: AN ANALYSIS FOR SHORTENING BAGGAGE ACCESS TIME. Journal of Management Marketing and Logistics, 1(4).

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