Utilize este identificador para referenciar este registo:
http://hdl.handle.net/10071/32229
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Campo DC | Valor | Idioma |
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dc.contributor.author | Brochado, A. | - |
dc.contributor.author | Veríssimo, J. M. C. | - |
dc.contributor.author | Lupu, C. | - |
dc.date.accessioned | 2024-08-28T13:44:40Z | - |
dc.date.issued | 2024 | - |
dc.identifier.citation | Brochado, A., Veríssimo, J. M. C., & Lupu, C. (2024). Airport experience assessment based on Skytrax online ratings and importance-performance analysis: A segmentation approach. Journal of Marketing Analytics. https://doi.org/10.1057/s41270-024-00326-x | - |
dc.identifier.issn | 2050-3318 | - |
dc.identifier.uri | http://hdl.handle.net/10071/32229 | - |
dc.description.abstract | This study assessed airport service quality by conducting importance-performance analysis (IPA) of user-generated content and examining the usefulness of a priori segmentation in the airport industry. The data were drawn from 35,138 Web reviews of airports worldwide shared online via the Skytrax website. Importance ratings were derived using the indirect method based on an artificial neural network. The results reveal that the most important attributes are staff and queuing time. The findings also include that service quality attributes’ importance and priority areas needing improvement vary according to traveler type, airport experience category, and region of origin. This study produced valuable insights into how airports can use IPA to leverage their passengers’ online reviews in order to enhance service quality and address customer heterogeneity. | eng |
dc.language.iso | eng | - |
dc.publisher | Palgrave Macmillan | - |
dc.rights | embargoedAccess | - |
dc.subject | Service quality | eng |
dc.subject | Skytrax | eng |
dc.subject | Importance-performance analysis (IPA) | eng |
dc.subject | Artificial neural network (ANN) | eng |
dc.subject | Airport | eng |
dc.subject | Market segmentation | eng |
dc.title | Airport experience assessment based on Skytrax online ratings and importance-performance analysis: A segmentation approach | eng |
dc.type | article | - |
dc.peerreviewed | yes | - |
dc.volume | N/A | - |
dc.date.updated | 2024-08-28T14:43:28Z | - |
dc.description.version | info:eu-repo/semantics/acceptedVersion | - |
dc.identifier.doi | 10.1057/s41270-024-00326-x | - |
dc.subject.fos | Domínio/Área Científica::Ciências Naturais::Matemáticas | por |
dc.subject.fos | Domínio/Área Científica::Ciências Sociais::Economia e Gestão | por |
dc.subject.fos | Domínio/Área Científica::Ciências Sociais::Outras Ciências Sociais | por |
dc.date.embargo | 2025-06-01 | - |
iscte.identifier.ciencia | https://ciencia.iscte-iul.pt/id/ci-pub-104290 | - |
iscte.alternateIdentifiers.wos | WOS:WOS:001236518400001 | - |
iscte.alternateIdentifiers.scopus | 2-s2.0-85194876858 | - |
iscte.journal | Journal of Marketing Analytics | - |
Aparece nas coleções: | DINÂMIA'CET-RI - Artigos em revistas internacionais com arbitragem científica |
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article_104290.pdf Restricted Access | 660,76 kB | Adobe PDF | Ver/Abrir Request a copy |
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