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A model for the evaluation of airport service quality
16 references·2 citing·36 second hop
A model for the evaluation of airport service quality (2009)A model for the evaluation of airport ser…Passenger perceptions of service quality: Korean and Australian case studies (2007)Passenger perceptions of serv…Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores (2007)Expectations and perceptions …Evaluation of level of service for transfer passengers at airports (2007)Evaluation of level of servic…The effect of airline service quality on passengers’ behavioural intentions: a Korean case study (2004)The effect of airline service…Measuring Service Quality: Servqual vs. Servperf Scales (2004)Measuring Service Quality: Se…Passenger expectations and airline services: a Hong Kong based study (2003)Passenger expectations and ai…Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint (2003)Airline services marketing by…The evaluation of airline service quality by fuzzy MCDM (2002)The evaluation of airline ser…Evaluating passenger services of Asia-Pacific international airports (2002)Evaluating passenger services…A survey analysis of service quality for domestic airlines (2002)A survey analysis of service …International service variants: airline passenger expectations and perceptions of service quality (2000)International service variant…Evaluating service quality and productivity in the regional airline industry (1994)Evaluating service quality an…Service Quality and Customer Loyalty in the Commercial Airline Industry (1993)Service Quality and Customer …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Multiple Attribute Decision Making (1981)Multiple Attribute Decision M…A passenger-centred model in assessing airport service performance (2019)A passenger-centred model in …Data envelopment analysis in service quality evaluation: an empirical study (2014)Data envelopment analysis in …Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Evolving to a New Dominant Logic for Marketing (2003)Fuzzy sets (1965)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Fuzzy sets (1996)Weapon selection using the AHP and TOPSIS methods under fuzzy environment (2008)Selecting green suppliers based on GSCM practices: Using fuzzy TOPSIS applied to a Brazilian electronics company (2013)Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach (2018)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Service Quality Model and its Marketing Implications (1984)The Behavioral Consequences of Service Quality (1996)A framework identifying the gaps between customers' expectations and their perceptions in green products (2013)A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention (2014)Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches (2014)Measuring Service Quality: A Reexamination and Extension (1992)Book Review: Marketing Research: An Applied Orientation (1994)Service quality, satisfaction, and behavioural intentions (2009)Service quality and customer satisfaction of a UAE-based airline: An empirical investigation (2014)A Paradigm for Developing Better Measures of Marketing Constructs (1979)The validity of the SERVQUAL and SERVPERF scales (2007)Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future (2016)Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model (2020)Delivering quality service: balancing customer perceptions and expectations (1990)Customer loyalty in the hotel industry: the role of customer satisfaction and image (2000)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)An investigation of service quality, customer satisfaction and loyalty in China's airline market (2016)Fuzzy TOPSIS method based on alpha level sets with an application to bridge risk assessment (2005)A state-of the-art survey of TOPSIS applications (2012)Fuzzy multiple criteria decision-making techniques and applications – Two decades review from 1994 to 2014 (2015)Compromise solution by MCDM methods: A comparative analysis of VIKOR and TOPSIS (2003)GIS‐based multicriteria decision analysis: a survey of the literature (2006)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1981Multiple Attribute Decision Making8,857 cited
  • 2002The evaluation of airline service quality by fuzzy MCDM891 cited
  • 2004Measuring Service Quality: Servqual vs. Servperf Scales581 cited
  • 1993Service Quality and Customer Loyalty in the Commercial Airline Industry516 cited
  • 2003Passenger expectations and airline services: a Hong Kong based study462 cited
  • 2004The effect of airline service quality on passengers’ behavioural intentions: a Korean case study449 cited
  • 2002A survey analysis of service quality for domestic airlines396 cited
  • 2007Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores320 cited
  • 2000International service variants: airline passenger expectations and perceptions of service quality277 cited
  • 2002Evaluating passenger services of Asia-Pacific international airports193 cited
  • 2003Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint175 cited
  • 2007Passenger perceptions of service quality: Korean and Australian case studies171 cited

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  • 2007Evaluation of level of service for transfer passengers at airports122 cited
  • 1994Evaluating service quality and productivity in the regional airline industry91 cited
  • Cited by

    • 2014Data envelopment analysis in service quality evaluation: an empirical study25 cited
    • 2019A passenger-centred model in assessing airport service performance17 cited