Abstract
Based on the analysis of 2278 online passenger ratings of airports worldwide, this study uses a standard multinomial logit model to determine the likelihood of a passenger being a promoter of an airport when a service attribute has failed, controlling for several passenger and airport characteristics. Results show that failures associated with airport staff and queueing times are most likely to reduce the probability of a passenger being a promoter of an airport. Failures associated with airport shopping and wifi service are least likely to do so. More importantly, the failure of any service attribute in this study significantly reduces the probability of a passenger being a promoter of an airport. This suggests that all parts of the airport value chain are likely to suffer when a service attribute fails. Passenger and airport characteristics included in this study do not add significant explanation to whether a passenger becomes a promoter.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: Research in Transportation Business & Management
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
