Original scientific paper

PASSENGER PERCEPTIONS OF AIRPORT SERVICE PERFORMANCE – A THREE-DIMENSIONAL IMPORTANCE-PERFORMANCE ANALYSIS

Darko Prebežac ; Faculty of Economics and Business University of Zagreb, Zagreb, Croatia
Josip Mikulić ; Faculty of Economics and Business University of Zagreb, Zagreb, Croatia
Petra Jurković ; Faculty of Economics and Business University of Zagreb, Zagreb, Croatia

Abstract

For tourists travelling by air, airports typically represent the places where their first and last impression of a destination is formed. Airports are thus not only an important element of the tourism infrastructure that facilitates tourism flows, but also an important element of the tourism ex¬perience that contributes to the creation of tourist satisfaction/dissatisfaction. In light of this, the aim of this study is to introduce a new analytical framework for prioritizing airport passenger services in quality improvement strategies. The managerial value of the framework is demonstrated in an empiri¬cal study which involved a survey of 1017 airline passengers at a major Croatian international airport. The main advantages of the proposed framework are that (a) it solves several shortcomings of tradi¬tional importance-performance analysis and (b) it accounts for possible asymmetric effects in cus¬tomer satisfaction.

Keywords

airport service performance; importance-performance analysis; penalty-reward analysis

Hrčak ID:

70624

URI

https://hrcak.srce.hr/70624

Publication date:

1.12.2010.

Article data in other languages: croatian

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