Customer perception of service quality: The role of Information and Communication Technologies (ICTs) at airport functional areas

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Title: Customer perception of service quality: The role of Information and Communication Technologies (ICTs) at airport functional areas
Authors: Brida, Juan Gabriel | Moreno-Izquierdo, Luis | Zapata-Aguirre, Sandra
Research Group/s: Economía del Turismo, Recursos Naturales y Nuevas Tecnologías (INNATUR)
Center, Department or Service: Universidad de Alicante. Departamento de Análisis Económico Aplicado
Keywords: Service quality | Airport passengers' perceptions | ICT | Correspondence analysis | Generalized ordered logit
Knowledge Area: Economía Aplicada
Issue Date: Oct-2016
Publisher: Elsevier
Citation: Tourism Management Perspectives. 2016, 20: 209-216. doi:10.1016/j.tmp.2016.09.003
Abstract: The increase of passengers and flights require airports operators invest in improving the comfort for users. In this regard, Information and Communication Technologies (ICTs) represent one of the key issues to take into account. This paper aims to assess service quality in an airport environment and examining how ICTs services affect passenger's perception about the quality of service at airport functional areas. The empirical results, based on a survey conducted by the Chilean aviation authority during April 2013 among the travellers of Santiago de Chile's Airport, suggest that airports should improve mainly the way of communicating flight information to users and the location of the different airport's utilities. Implications for airport managers and policy makers are drawn from the empirical findings and future research lines are suggested.
Sponsor: Authors Luis Moreno and Juan Gabriel Brida thank UDELAR's 720 Exchange Program (Universidad de la República, Uruguay) for the financial support.
ISSN: 2211-9736 (Print) | 2211-9744 (Online)
DOI: 10.1016/j.tmp.2016.09.003
Language: eng
Type: info:eu-repo/semantics/article
Rights: © 2016 Elsevier Ltd.
Peer Review: si
Publisher version:
Appears in Collections:INV - INNATUR - Artículos de Revistas
INV - ECO-IA - Artículos de Revistas

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