RT info:eu-repo/semantics/conferenceObject T1 Evaluating airport and airline service quality: A structural equation modeling approach A1 Muñoz Hoyos, Claudia A1 Laniado Rodas, Henry K1 Aeropuertos K1 Airports K1 Ingeniería civil K1 Civil engineering K1 Transporte K1 Transportation AB A new scale for assessing traveler experience in air trips is proposed. Here, passengerexperience is measured through travelers' perception of service quality, considering it as achain of services. The new scale is called air travel service quality (ATSQ). It considersthree service quality stages: departure airport service, airline service, and arrival airportservice.This research applies the ATSQ scale to examine service quality in domestic travels in aColombian context. Given that traveler’s experience plays a crucial role in determiningpassenger satisfaction, a structural equation model was applied to examine the relationshipbetween service quality stages, customer satisfaction, and behavioral intentions. Addingthe passengers' perception of the arrival airport to the integrated service qualitymeasurement is considering one of the main contributions of this study. The finding of thisresearch confirmed that all three stages of air travel service have a significant, positiveeffect on passenger satisfaction. The scale found in this research should provide usefulinformation for developing effective operational and marketing strategies for the air travelmarket. In this way, airports and airlines could better understand how traveler’s perceptionof service quality may affect each choice related to which departure airport, airline, andarrival airport combination to choose from. PB Universidad de Burgos. Servicio de Publicaciones e Imagen Institucional SN 978-84-18465-12-3 YR 2021 FD 2021-07 LK http://hdl.handle.net/10259/6851 UL http://hdl.handle.net/10259/6851 LA eng NO 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 DS Repositorio Institucional de la Universidad de Burgos RD 28-mar-2024