Abstract
ABSTRACTThis study profiles travelers in airports based on their level of satisfaction using a list of 13 attributes related to food and beverage services (F&B), while also considering their sociodemographic and travel-related characteristics. We developed a survey and collected data at the Olbia Costa Smeralda Airport (Sardinia, Italy). We gathered 493 complete questionnaires and ran a multiple correspondence analysis (MCA), hierarchical cluster analysis (HCA), and classification ad regression tree (CART) to profile respondents based on their level of satisfaction with F&B. We identified four clusters: “moderately-satisfied national travelers,” “highly-satisfied travelers,” “moderately-satisfied international travelers,” and “partly-satisfied travelers.” Results showed that travelers can be discriminated based solely on age and occupation. Further, the CART model suggests that only occupation and four service attributes differentiate respondents (i.e., originality of the dishes, internal atmosphere, value for money, as well as cleanliness and comfort).
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