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Passengers’ perceptions of airline lounges: Importance of attributes that determine usage and service quality measurement

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,138 cited
2000A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study1,407 cited
2008Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study772 cited
2001Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study650 cited
2006Service quality, customer satisfaction, and behavioral intentions in the service factory613 cited
1991Measuring Service Quality in the Travel and Tourism Industry561 cited
1999Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage386 cited
2007Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores

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312 cited

2002Customers’ expectations factors in restaurants262 cited

2010Customer satisfaction using low cost carriers251 cited

1994Use of the Service Attribute Matrix To Measure Consumer Satisfaction149 cited

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2016A Robust Multi-Criteria Decision-Making Framework for Evaluation of the Airport Service Quality Enablers for Ranking the Airports50 cited
2022Factors affecting airline brand love, passengers’ loyalty, and positive word-of-mouth. A case study of Royal Air Maroc46 cited
2017Shaping and enhancing airport lounge experiences44 cited
2015Critical In-Flight and Ground-Service Factors Influencing Brand Prestige and Relationships Between Brand Prestige, Well-Being Perceptions, and Brand Loyalty: First-Class Passengers42 cited
2020Development of a robust customer satisfaction index for domestic air journeys38 cited
2023A review of air transport service quality studies: current status and future research agenda36 cited
2017Investigating the key drivers of traveler loyalty in the airport lounge setting31 cited
2022A Literature Review of Studies Analysing Air Transport Service Quality from the Passengers’ Point of View27 cited
2020Modeling the role of luxury air-travelers’ self-enhancement23 cited
2023A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality18 cited
2013Criteria for Evaluating Aerotropolis Service Quality17 cited
2018Retail concessions at European airports: Commercial strategies to improve non-aeronautical revenue from leisure travelers16 cited