Airport service quality dimension and measurement: a systematic literature review and future research agenda

Agus Usman · Yudi Azis · Budi Harsanto · Anton Mulyono Azis

49 citations0/0 files storedInternational Journal of Quality & Reliability Management

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Abstract

Purpose The purpose of this paper is to outline the evolution of research on airport service quality and measurement index of passenger satisfaction to explore opportunities for future research direction. Design/methodology/approach A systematic literature review was conducted involving a total final sample 27 articles published during 2000–2020, the source of the database used in this study is Emerald, ScienceDirect, Harzing's Publish or Perish with API Key based on set of inclusion/exclusion criteria for analysis and synthesis to meet the purpose of the paper. Findings Dimensions of measuring airport service quality are currently based on a process approach. There are eight dimensions of ASQ measurement practiced by the industry, which is different from the five dimensions of service quality measurement generally. There is still a theoretical and empirical gap, so one of the challenges in applying the ASQ measurement dimensions is bridging research with applications in the airport industry. Other findings, research on airport service quality measurement is currently focused on passenger satisfaction. The integration of expectation-disconfirmation theory and service profit chain models can be used in service quality, passenger satisfaction and profitability. Research limitations/implications This paper seeks to contribute to and analyze limited articles on service quality at airports and identify further research areas. Originality/value This paper tries to explain the development of research on the dimensions of measuring service quality at airports. The author identifies a gap in airport service quality measurement dimensions used by researchers and the industry. The author believes that this study can provide a comprehensive thought on using airport service quality measurement dimensions for future research.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2003Towards a Methodology for Developing Evidence‐Informed Management Knowledge by Means of Systematic Review 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1991Refinement and reassessment of the SERVQUAL scale.1994Putting the Service-Profit Chain to Work 2009Producing a systematic review.

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