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dc.contributor.authorMuñoz Hoyos, Claudia
dc.contributor.authorLaniado Rodas, Henry
dc.date.accessioned2022-09-15T09:32:53Z
dc.date.available2022-09-15T09:32:53Z
dc.date.issued2021-07
dc.identifier.isbn978-84-18465-12-3
dc.identifier.urihttp://hdl.handle.net/10259/6851
dc.descriptionTrabajo presentado en: R-Evolucionando el transporte, XIV Congreso de Ingeniería del Transporte (CIT 2021), realizado en modalidad online los días 6, 7 y 8 de julio de 2021, organizado por la Universidad de Burgoses
dc.description.abstractA new scale for assessing traveler experience in air trips is proposed. Here, passenger experience is measured through travelers' perception of service quality, considering it as a chain of services. The new scale is called air travel service quality (ATSQ). It considers three service quality stages: departure airport service, airline service, and arrival airport service. This research applies the ATSQ scale to examine service quality in domestic travels in a Colombian context. Given that traveler’s experience plays a crucial role in determining passenger satisfaction, a structural equation model was applied to examine the relationship between service quality stages, customer satisfaction, and behavioral intentions. Adding the passengers' perception of the arrival airport to the integrated service quality measurement is considering one of the main contributions of this study. The finding of this research confirmed that all three stages of air travel service have a significant, positive effect on passenger satisfaction. The scale found in this research should provide useful information for developing effective operational and marketing strategies for the air travel market. In this way, airports and airlines could better understand how traveler’s perception of service quality may affect each choice related to which departure airport, airline, and arrival airport combination to choose from.en
dc.format.mimetypeapplication/pdf
dc.language.isoenges
dc.publisherUniversidad de Burgos. Servicio de Publicaciones e Imagen Institucionales
dc.relation.ispartofR-Evolucionando el transportees
dc.subjectAeropuertoses
dc.subjectAirportsen
dc.subject.otherIngeniería civiles
dc.subject.otherCivil engineeringen
dc.subject.otherTransporteses
dc.subject.otherTransportationen
dc.titleEvaluating airport and airline service quality: A structural equation modeling approachen
dc.typeinfo:eu-repo/semantics/conferenceObjectes
dc.rights.accessRightsinfo:eu-repo/semantics/openAccesses
dc.relation.publisherversionhttps://doi.org/10.36443/9788418465123es
dc.identifier.doi10.36443/10259/6851
dc.page.initial61es
dc.page.final67es
dc.type.hasVersioninfo:eu-repo/semantics/publishedVersiones


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