2026-09-18T06:45:27Zhttps://riubu.ubu.es/oai/requestoai:riubu.ubu.es:10259/68512024-05-20T06:48:34Zcom_10259.4_104com_10259_2604col_10259_6848
Muñoz Hoyos, Claudia
9d9496cf-4aa7-4f3e-a033-2da186de6041
600
Laniado Rodas, Henry
47ec4ffb-aae2-4d1f-9f6f-101cfbd6c3e8
600
2022-09-15T09:32:53Z
2022-09-15T09:32:53Z
2021-07
978-84-18465-12-3
http://hdl.handle.net/10259/6851
10.36443/10259/6851
Trabajo 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 Burgos
A 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.
application/pdf
eng
Universidad de Burgos. Servicio de Publicaciones e Imagen Institucional
R-Evolucionando el transporte
https://doi.org/10.36443/9788418465123
Aeropuertos
Airports
Ingeniería civil
Transportes
Civil engineering
Transportation
Evaluating airport and airline service quality: A structural equation modeling approach
info:eu-repo/semantics/conferenceObject
info:eu-repo/semantics/publishedVersion
info:eu-repo/semantics/openAccess
61
67
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Muñoz_CIT2021_61-67.pdf.jpg
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LICENSE
license.txt
license.txt
text/plain; charset=utf-8
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https://riubu.ubu.es/bitstream/10259/6851/2/license.txt
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ORIGINAL
Muñoz_CIT2021_61-67.pdf
Muñoz_CIT2021_61-67.pdf
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https://riubu.ubu.es/bitstream/10259/6851/1/Mu%c3%b1oz_CIT2021_61-67.pdf
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10259/6851
oai:riubu.ubu.es:10259/6851
2024-05-20 08:48:34.751
Repositorio Institucional de la Universidad de Burgos
bubrep@ubu.es
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