Abstract
This paper explores passengers’ perceptions toward airport service quality through a content analysis. Using 1341 review comments posted on the Skytrax website, we identify satisfiers, dissatisfiers, and performance factors that determine passengers’ experiences at the Honolulu International Airport and the world’s leading airports (Singapore Changi Airport, Haneda Airport, Incheon International Airport, Hamad International Airport, and Hong Kong International Airport). The results show that the Honolulu International Airport needs to improve cleanliness of the facilities, signage, and staff courtesy. A context-specific examination reveals that security, check, flight, line, and staff are the most frequently occurring words used by dissatisfied passengers. The most common words mentioned by satisfied users of the world’s leading airports include staff, terminal, clean, time, immigration, and free. These findings provide suggestions and implications concerning customers’ perspectives and may help airport managers enhance airport service quality and renovate airport facilities.
Highlights
Customer satisfaction and perceived value can determine destination image and market propensity and understanding passengers’ perceptions of airport service quality is necessary for airport management and tourism development
Three research questions drive this study: (1) What are the most important themes and concepts associated with Honolulu International Airport (HIA) and the world’s leading airports? Using Leximancer’s concept maps, we explore dominant themes and interrelationships among concepts
The contribution of this paper is to conduct a content analysis using the case of HIA in comparison to the world’s leading airports
Summary
Customer satisfaction and perceived value can determine destination image and market propensity and understanding passengers’ perceptions of airport service quality is necessary for airport management and tourism development. To measure passenger satisfaction and airport service quality, various methods have been employed in the literature (e.g., Ching and Lau 2016; Eboli and Mazzulla 2009; Fodness and Murray 2007; Kurniawan et al 2017; Maslen 2014; Pabedinskaitė and Akstinaitė 2014; Lupo 2015; Pantouvakis and Renzi 2016; Tsai et al 2011). A growing body of research has recently used online reviews and content analysis tools to examine airport service quality and performance from the passenger’s point of view. Leximancer is effective for a large volume of data so researchers can quickly determine and highlight the important concepts (Azeem et al 2012)
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