Nordic Airports’ service quality attributes: themes in online reviews

IF 3.1 4区管理学 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Scandinavian Journal of Hospitality and Tourism Pub Date : 2023-09-25 DOI:10.1080/15022250.2023.2259345

Huseyin Arasli, Mehmet Bahri Saydam, Kaveh Jafari, Furkan Arasli

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Abstract

ABSTRACTUser-generated online content can be an alternative data source for investigating airport perceived service quality, which effectively accompaniments as well as cross-validates the traditional service quality questionnaires. This research aims to identify the main themes shared in online reviews by airport passengers, then, distinguish key concepts for passengers’ distractors as well as enhancers of passenger satisfaction. The research uses mixed methods, qualitative (i.e. narratives) and quantitative (i.e. computer) approaches, to investigate the main components of passengers’ airport experiences in the top five largest Scandinavian airports.A content analysis of 704 passenger’s reviews shared on an online content through web site was implemented to identify key themes as well as satisfiers/dissatisfiers regarding airports’ service perception. The analyses demonstrated nine themes in descriptions of airport travel experiences. These are “staff”, “immigration”, “gate”, “shops”, “terminal”, “lounge”, “luggage”, “screen” and “restaurants”. The outcomes of this research posit beneficial insights into airport passengers’ overall experiences according to social media platform information and facilitate the identification of the main themes linked with distractors and enhancers.KEYWORDS: Service qualityonline reviewnordic airportspassenger perceptionairline industry Disclosure statementNo potential conflict of interest was reported by the author(s).

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北欧机场的服务质量属性:在线评论中的主题

摘要用户生成的在线内容可以作为机场感知服务质量调查的替代数据源，有效地补充和交叉验证了传统的服务质量问卷。本研究旨在确定机场乘客在线评论的主要主题，然后区分乘客干扰因素和乘客满意度增强因素的关键概念。该研究使用了混合方法，定性(即叙述)和定量(即计算机)方法，调查斯堪的纳维亚五大机场乘客机场体验的主要组成部分。我们对704名乘客通过网站分享的在线评论进行了内容分析，以确定机场服务感知的关键主题以及满意/不满意的内容。分析显示了机场旅行体验描述中的九个主题。分别是“工作人员”、“移民”、“大门”、“商店”、“航站楼”、“休息室”、“行李”、“屏幕”和“餐厅”。这项研究的结果为机场乘客根据社交媒体平台信息的整体体验提供了有益的见解，并有助于识别与干扰因素和增强因素相关的主要主题。关键词:服务质量在线评论北欧机场旅客感知航空业披露声明作者未发现潜在的利益冲突。

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来源期刊

Scandinavian Journal of Hospitality and Tourism Multiple-

CiteScore

7.90

自引率

8.30%

发文量

期刊介绍： Scandinavian Journal of Hospitality and Tourism is the leading Nordic journal for hospitality and tourism research. SJHT aims at initiating and stimulating high-impact and innovative research relevant for academics and practitioners within the hospitality and tourism industries. The journal takes an interdisciplinary approach including, but not limited to geography, psychology, sociology, history, anthropology, and economics. SJHT encourages research based on a variety of methods, including both qualitative and quantitative approaches. The journal covers all types of articles relevant to the Nordic region, as well as the North Atlantic, North Sea and Baltic regions. We also welcome reviews and conceptual articles with a broader geographical scope that clearly enhance the theoretical development of the hospitality and tourism field. In addition to research articles, we welcome research notes and book reviews. Published articles are the result of anonymous reviews by at least two referees chosen by the editors for their specialist knowledge.