Acta turistica, Vol. 22 No. 2, 2010.
Izvorni znanstveni članak
PASSENGER PERCEPTIONS OF AIRPORT SERVICE PERFORMANCE – A THREE-DIMENSIONAL IMPORTANCE-PERFORMANCE ANALYSIS
Darko Prebežac
; Ekonomski fakultet Sveučilišta u Zagrebu, Zagreb, Hrvatska
Josip Mikulić
; Ekonomski fakultet Sveučilišta u Zagrebu, Zagreb, Hrvatska
Petra Jurković
; Ekonomski fakultet Sveučilišta u Zagrebu, Zagreb, Hrvatska
Sažetak
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.
Ključne riječi
airport service performance; importance-performance analysis; penalty-reward analysis
Hrčak ID:
70624
URI
Datum izdavanja:
1.12.2010.
Posjeta: 2.215 *