Customer satisfaction and airport efficiency in Brazil: a hybrid NDEA-AHP approach

IF 4.5 Q1 MANAGEMENT Benchmarking-An International Journal Pub Date : 2023-07-19 DOI:10.1108/bij-11-2022-0702

Rafael Teixeira, J. Antunes, P. Wanke, H. Correa, Yong Tan

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Abstract

PurposeThis paper aims to measure and unveil the relationship between customer satisfaction and efficiency levels in the most relevant Brazilian airports.Design/methodology/approachThe authors utilize a two-stage network DEA (data envelopment analysis) and AHP (analytic hierarchy process) model as the cornerstones of the study. The first stage of the network productive structure focuses on examining the infrastructure efficiency of the selected airports, while the second stage assesses their business efficiency.FindingsAlthough the results indicate that infrastructure and business efficiency levels are heterogeneous and widely dispersed across airports, controlling the regression results with different contextual variables suggests that the impact of efficiency levels on customer satisfaction is mediated by a set of socio-economic and demographic (endogenous) and regulatory (exogenous) variables. Furthermore, encouraging investment in airports is necessary to achieve higher infrastructural efficiency and scale efficiency, thereby improving customer satisfaction.Originality/valueThere is a scarcity of studies examining the relationships among customer satisfaction, privatization and airport efficiency, particularly in developing countries like Brazil.

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巴西的顾客满意度和机场效率:混合NDEA-AHP方法

本文旨在衡量和揭示在最相关的巴西机场的客户满意度和效率水平之间的关系。设计/方法/方法作者利用两阶段网络DEA(数据包络分析)和AHP(层次分析法)模型作为研究的基石。网络生产结构的第一阶段侧重于检查选定机场的基础设施效率，而第二阶段评估其业务效率。结果表明，机场的基础设施和业务效率水平具有异质性和广泛的分散性，但用不同的背景变量控制回归结果表明，效率水平对顾客满意度的影响是由一组社会经济和人口(内生)和监管(外生)变量介导的。此外，鼓励对机场的投资是必要的，以实现更高的基础设施效率和规模效率，从而提高客户满意度。独创性/价值关于顾客满意度、私有化和机场效率之间关系的研究很少，尤其是在巴西这样的发展中国家。

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来源期刊

Benchmarking-An International Journal MANAGEMENT-

CiteScore

10.40

自引率

16.10%

发文量

154

期刊介绍： Benchmarking is big news for companies committed to total quality programmes. Its enthusiastic reception by many prominent business figures has created high levels of interest in a technique which promises big rewards for co-operating partners. Yet, like total quality itself, it must be understood in its proper context, and implemented single mindedly if it is to be effective - this journal helps companies to decide if benchmarking is right for them, and shows them how to go about it successfully.