Identifying strategies for improving airport services: introduction of the Gap-IPA to an Italian airport case study

References

• Allen, J., M. G. Bellizzi, L. Eboli, C. Forciniti, and G. Mazzulla. 2020b. “Service Quality in A Mid-sized Air Terminal: A SEM-MIMIC Ordinal Probit Accounting for Travel, Sociodemographic, and User-type Heterogeneity.” Journal of Air Transport Management 84. doi:10.1016/j.jairtraman.2020.101780.
   Web of Science ®Google Scholar
• Allen, J., L. Eboli, C. Forciniti, G. Mazzulla, and J. D. Ortúzar. 2019. “The Role of Critical Incidents and Involvement in Transit Satisfaction and Loyalty.” Transport Policy 75: 57–69. doi:10.1016/j.tranpol.2019.01.005.
   Web of Science ®Google Scholar
• Allen, J., L. Eboli, G. Mazzulla, and J. D. Ortúzar. 2020a. “Effect of Critical Incidents on Public Transport Satisfaction and Loyalty: An Ordinal Probit SEM‑MIMIC Approach.” Transportation 47: 827–863. doi:10.1007/s11116-018-9921-4.
   Web of Science ®Google Scholar
• Ashford, N., H. P. M. Stanton, and C. A. Moore. 1997. Airport Operations. New York: McGraw-Hill.
   Google Scholar
• Babu, J. A. 2015. “Airport Service Improvement Strategies Using Importance-Performance Analysis.” International Journal for Research in Applied Science & Engineering Technology 3 (4): 381–392.
   Google Scholar
• Bellizzi, M. G., L. dell’Olio, L. Eboli, and G. Mazzulla. 2020. “Heterogeneity in Desired Bus Service Quality from Users’ and Potential Users’ Perspective.” Transportation Research Part A 132: 365–377.
   Google Scholar
• Bezerra, C. L., and C. F. Gomes. 2015. “The Effects of Service Quality Dimensions and Passenger Characteristics on Passenger’s Overall Satisfaction with an Airport.” Journal of Air Transport Management 44-45: 77–81.
   Web of Science ®Google Scholar
• Bezerra, C. L., and C. F. Gomes. 2016. “Measuring Airport Service Quality: A Multidimensional Approach.” Journal of Air Transport Management 53: 85–93.
   Web of Science ®Google Scholar
• Bollen, K. 1989. Structural Equations with Latent Variables. New York: John Wiley.
   Google Scholar
• Bowen, N. K., and S. Guo. 2012. Structural Equation Modelling. Oxford, England: Oxford University Press.
   Google Scholar
• Brida, J. G., L. Moreno-Izquierdo, and S. Zapata-Aguirre. 2016. “Customer Perception of Service Quality: The Role of Information and Communication Technologies (Icts) at Airport Functional Areas.” Tourism Management Perspectives 20: 209–216.
   Web of Science ®Google Scholar
• Browne, M. W., and R. Cudeck. 1993. “Alternative Ways of Assessing Model Fit.” In Testing Structural Equation Models, edited by K. A. Bollen and J. S. Long, 136–162. Newbury Park, USA: SAGE Publication.
   Google Scholar
• Ceccato, V., and S. Masci. 2017. “Airport Environment and Passengers’ Satisfaction with Safety.” Journal of Applied Security Research 12.3: 356–373.
   Web of Science ®Google Scholar
• de Oña, J., R. de Oña, L. Eboli, C. Forciniti, and G. Mazzulla. 2016. “Transit Passengers’ Behavioural Intentions: The Influence of Service Quality and Customer Satisfaction. Transportmetrica A.” Transport Science 12: 385–412.
   Web of Science ®Google Scholar
• Deng, W. 2007. “Using a Revised Importance-performance Analysis Approach: The Case of Taiwanese Hot Springs Tourism.” Tourism Management 28: 1274–1284.
   Web of Science ®Google Scholar
• Eboli, L., C. Forciniti, and G. Mazzulla. 2018a. “Formative and Reflective Measurement Models for Analysing Transit Service Quality.” Public Transport 10: 107–127.
   Web of Science ®Google Scholar
• Eboli, L., C. Forciniti, and G. Mazzulla. 2018b. “Spatial Variation of the Perceived Transit Service Quality at Rail Stations.” Transportation Research Part A: Policy and Practice 114: 67–83.
   Web of Science ®Google Scholar
• Hair, J. F., R. E. Anderson, R. L. Tatham, and W. C. Black. 2010. Multivariate Data Analysis. Englewood Cliffs: Prentice-Hall.
   Google Scholar
• Hansen, E., and R. J. Bush. 1999. “Understanding Customer Quality Requirements: Model and Application.” Industrial Marketing Management 28 (2): 119–130.
   Web of Science ®Google Scholar
• Hong, S. J., D. Choi, and J. Chae. 2020. “Exploring Different Airport Users’ Service Quality Satisfaction between Service Providers and Air Travelers.” Journal of Retailing and Consumer Services 52: 101917. doi:10.1016/j.jretconser.2019.101917.
   Web of Science ®Google Scholar
• Hooper, D., J. Coughlan, and M. R. Mullen. 2008. “Structural Equation Modelling: Guideline for Determining Model Fit.” Electronic Journal of Business Research Methods 6 (1): 53–60.
   Google Scholar
• Hu, L., and P. M. Bentler. 1999. “Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives.” Structural Equation Modeling 6: 1–55.
   Web of Science ®Google Scholar
• IATA, International Air Transport Association. 2018. World Air Transport Statistics.
   Google Scholar
• Jiang, H., and Y. Zhang. 2016. “An Assessment of Passenger Experience at Melbourne Airport.” Journal of Air Transport Management 54: 88–92.
   Web of Science ®Google Scholar
• Jolliffe, I. 2014. “Principal Component Analysis.” In Wiley StatsRef: Statistics Reference Online, edited by N. Balakrishnan, T. Colton, B. Everitt, W. Piegorsch, F. Ruggeri, and J. L. Teugels. Hoboken, New Jersey: Wiley.
   Google Scholar
• Lai, W. T., and C. F. Chen. 2011. “Behavioral Intentions of Public Transit Passenger. The Roles of Service Quality, Perceived Value, Satisfaction and Involvement.” Transport Policy 18: 318–325.
   Web of Science ®Google Scholar
• Lambert, D. M., and A. Sharma. 1990. “A Customer-based Competitive Analysis for Logistics Decisions.” International Journal of Physical Distribution & Logistics Management 20 (1): 17–24.
   Google Scholar
• Lubbe, B., A. Douglas, and J. Zambellis. 2011. “An Application of the Airport Service Quality Model in South Africa.” Journal of Air Transport Management 17: 224–227.
   Web of Science ®Google Scholar
• Martilla, J. A., and J. C. James. 1977. “Importance-performance Analysis.” The Journal of Marketing 77–79.
   Web of Science ®Google Scholar
• Matzler, K., F. Bailom, H. H. Hinterhuber, B. Renzl, and J. Pichler. 2004. “The Asymmetric Relationship between Attribute-level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance–performance Analysis.” Industrial Marketing Management 33: 271–277.
   Web of Science ®Google Scholar
• Nesset, E., and Ø. Helgesen. 2014. “Effects of Switching Costs on Customer Attitude Loyalty to an Airport in a Multi-airport Region.” Transportation Research Part A 67: 240–253.
   Google Scholar
• Norazah, M. S. 2014. “Passenger Satisfaction with Airline Service Quality in Malaysia: A Structural Equation Modeling Approach.” Research in Transportation Business & Management 10: 26–32.
   Google Scholar
• Pandey, M. M. 2016. “Evaluating the Service Quality of Airports in Thailand Using Fuzzy Multi-criteria Decision Making Method.” Journal of Air Transport Management 57: 241–249.
   Web of Science ®Google Scholar
• Pantouvakis, A., and M. F. Renzi. 2016. “Exploring Different Nationality Perceptions of Airport Service Quality.” Journal of Air Transport Management 52: 90–98.
   Web of Science ®Google Scholar
• Parasuraman, A., L. L. Berry, and V. A. Zenithal. 1991. “Understanding Customer Expectations of Service.” Sloan Management Review Spring 39–48.
   Google Scholar
• Park, J. W., and S. Y. Jung. 2011. “Transfer Passengers’ Perceptions of Airport Service Quality: A Case Study of Incheon International Airport.” International Business Research 4 (3): 75–82.
   Google Scholar
• Postorino, M. N., L. Mantecchini, C. Malandri, and F. Paganelli. 2019. “Airport Passenger Arrival Process: Estimation of Earliness Arrival Functions.” Transportation Research Procedia 37: 338–345.
   Google Scholar
• Prentice, C., and M. Kadan. 2019. “The Role of Airport Service Quality in Airport and Destination Choice.” Journal of Retailing and Consumer Services 47: 40–48.
   Web of Science ®Google Scholar
• S.A.CAL. Calabrian Airport Company. 2018. Service Charter Guide.
   Google Scholar
• Sampson, S. E., and M. J. Showalter. 1999. “The Performance-importance Response Function: Observations and Implications.” The Service Industries Journal 19 (3): 1–25.
   Web of Science ®Google Scholar
• Sumaedi, S., I. G. M. Y. Bakti, and Y. Medi. 2012. “The Empirical Study of Public Transport Passengers’Behavioral Intentions: The Roles of Service Quality, Perceived Sacrifice, Perceived Value, and Satisfaction (Case Study: Paratransit Passengers in Jakarta, Indonesia).” International Journal for Traffic and Transport Engineering 2 (1): 83–97.
   Google Scholar
• Sunran, J., and K. Min-Su. 2012. “The Effect of the Servicescape on Customers’ Behavioural Intentions in an International Airport Service Environment.” Service Business 6: 279–295.
   Web of Science ®Google Scholar
• Teas, R. K. 1993. “Expectations, Performance Evaluation and Consumer’s Perception of Quality.” Journal of Marketing 57 (4): 18–34.
   Web of Science ®Google Scholar
• Tseng, C. C. 2020. “An IPA-Kano Model for Classifying and Diagnosing Airport Service Attributes.” Research in Transportation Business & Management. doi:10.1016/j.rtbm.2020.100499.
   Web of Science ®Google Scholar