Huseyin Arasli, Mehmet Bahri Saydam, Kaveh Jafari, Furkan Arasli
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Nordic Airports’ service quality attributes: themes in online reviews
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).
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.