Nothing Special   »   [go: up one dir, main page]
IDEAS home Printed from https://ideas.repec.org/a/eee/retrec/v102y2023ics0739885923001117.html
   My bibliography  Save this article

Airport service quality perception and flight delays: Examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys

Author

Listed:
  • Oliveira, Alessandro V.M.
  • Oliveira, Bruno F.
  • Vassallo, Moisés D.
Abstract
The service quality of a passenger transport operator can be measured through face-to-face surveys at the terminals or on board. However, the resulting responses may suffer from the influence of the intrinsic aspects of the respondent's personality and emotional context at the time of the interview. This study proposes a methodology to generate and select control variables for these latent psychosituational traits, thus mitigating the risk of omitted variable bias. We developed an econometric model of the determinants of passenger satisfaction in a survey conducted at the largest airport in Latin America, São Paulo GRU Airport. Our focus was on the role of flight delays in the perception of quality. The results of this study confirm the existence of a relationship between flight delays and the global satisfaction of passengers with airports. In addition, favorable evaluations regarding airports' food/beverage concessions and Wi-Fi services, but not their retail options, have a relevant moderating effect on that relationship. Furthermore, dissatisfaction arising from passengers' interaction with the airline can have negative spillover effects on their satisfaction with the airport. We also found evidence of blame-attribution behavior, in which only delays of internal origin, such as failures in flight management, are significant, indicating that passengers overlook weather-related flight delays. Finally, the results suggest that an empirical specification that does not consider the latent psychosituational traits of passengers produces a relevant overestimation of the absolute effect of flight delays on passenger satisfaction.

Suggested Citation

  • Oliveira, Alessandro V.M. & Oliveira, Bruno F. & Vassallo, Moisés D., 2023. "Airport service quality perception and flight delays: Examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys," Research in Transportation Economics, Elsevier, vol. 102(C).
    • Handle: RePEc:eee:retrec:v:102:y:2023:i:c:s0739885923001117
    DOI: 10.1016/j.retrec.2023.101371
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0739885923001117
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.retrec.2023.101371?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Achim Ahrens & Christian B. Hansen & Mark E. Schaffer, 2020. "lassopack: Model selection and prediction with regularized regression in Stata," Stata Journal, StataCorp LP, vol. 20(1), pages 176-235, March.
    2. Hult, G. Tomas M. & Sharma, Pratyush Nidhi & Morgeson, Forrest V. & Zhang, Yufei, 2019. "Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases?," Journal of Retailing, Elsevier, vol. 95(1), pages 10-23.
    3. Alexandre Belloni & Victor Chernozhukov & Christian Hansen, 2014. "High-Dimensional Methods and Inference on Structural and Treatment Effects," Journal of Economic Perspectives, American Economic Association, vol. 28(2), pages 29-50, Spring.
    4. Bucciol, Alessandro & Zarri, Luca, 2020. "Wounds that time can’t heal: Life satisfaction and exposure to traumatic events," Journal of Economic Psychology, Elsevier, vol. 76(C).
    5. Lopez-Valpuesta, Lourdes & Casas-Albala, Diana, 2023. "Has passenger satisfaction at airports changed with the onset of COVID-19? The case of Seville Airport (Spain)," Journal of Air Transport Management, Elsevier, vol. 108(C).
    6. Martin-Domingo, Luis & Martín, Juan Carlos & Mandsberg, Glen, 2019. "Social media as a resource for sentiment analysis of Airport Service Quality (ASQ)," Journal of Air Transport Management, Elsevier, vol. 78(C), pages 106-115.
    7. Victor Chernozhukov & Christian Hansen & Martin Spindler, 2015. "Post-Selection and Post-Regularization Inference in Linear Models with Many Controls and Instruments," American Economic Review, American Economic Association, vol. 105(5), pages 486-490, May.
    8. Cox, Tom & Houdmont, Jonathan & Griffiths, Amanda, 2006. "Rail passenger crowding, stress, health and safety in Britain," Transportation Research Part A: Policy and Practice, Elsevier, vol. 40(3), pages 244-258, March.
    9. Jiang, Hong & Ren, Xinhui, 2019. "Model of passenger behavior choice under flight delay based on dynamic reference point," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 51-60.
    10. Choi, Sunmee & Mattila, Anna S., 2008. "Perceived controllability and service expectations: Influences on customer reactions following service failure," Journal of Business Research, Elsevier, vol. 61(1), pages 24-30, January.
    11. Barakat, H. & Yeniterzi, R. & Martín-Domingo, L., 2021. "Applying deep learning models to twitter data to detect airport service quality," Journal of Air Transport Management, Elsevier, vol. 91(C).
    12. Emma J. Harding & Elizabeth S. Paul & Michael Mendl, 2004. "Cognitive bias and affective state," Nature, Nature, vol. 427(6972), pages 312-312, January.
    13. Monsuur, Fredrik & Enoch, Marcus & Quddus, Mohammed & Meek, Stuart, 2021. "Modelling the impact of rail delays on passenger satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 152(C), pages 19-35.
    14. Stephan, Meike & Demir, Cemre & Lasch, Frank & Vossen, Alexander & Werner, Arndt, 2023. "Psychological well-being of hybrid entrepreneurs: A replication and extension study using German panel data," Journal of Business Venturing Insights, Elsevier, vol. 20(C).
    15. Arora, Swapan Deep & Mathur, Sameer, 2020. "Effect of airline choice and temporality on flight delays," Journal of Air Transport Management, Elsevier, vol. 86(C).
    16. Clara Viñas-Bardolet & Monica Guillen-Royo & Joan Torrent-Sellens, 2020. "Job Characteristics and Life Satisfaction in the EU: a Domains-of-Life Approach," Applied Research in Quality of Life, Springer;International Society for Quality-of-Life Studies, vol. 15(4), pages 1069-1098, September.
    17. Weber, Karin & Sparks, Beverley, 2004. "Consumer attributions and behavioral responses to service failures in strategic airline alliance settings," Journal of Air Transport Management, Elsevier, vol. 10(5), pages 361-367.
    18. Sebastian Will & Timon Renz, 2021. "In Debt but Still Happy? Examining the Relationship between Homeownership and Life Satisfaction," ERES eres2021_89, European Real Estate Society (ERES).
    19. Li, Lingyao & Mao, Yujie & Wang, Yu & Ma, Zihui, 2022. "How has airport service quality changed in the context of COVID-19: A data-driven crowdsourcing approach based on sentiment analysis," Journal of Air Transport Management, Elsevier, vol. 105(C).
    20. A. Belloni & D. Chen & V. Chernozhukov & C. Hansen, 2012. "Sparse Models and Methods for Optimal Instruments With an Application to Eminent Domain," Econometrica, Econometric Society, vol. 80(6), pages 2369-2429, November.
    21. Phelipe Medeiros da Rocha & Helder Gomes Costa & Glauco Barbosa da Silva, 2022. "Gaps, Trends and Challenges in Assessing Quality of Service at Airport Terminals: A Systematic Review and Bibliometric Analysis," Sustainability, MDPI, vol. 14(7), pages 1-17, March.
    22. Adler Hilary Laisak & Anita Rosli & Nurzalikha Sa’adi, 2021. "The Effect of Service Quality on Customers’ Satisfaction of Inter-District Public Bus Companies in the Central Region of Sarawak, Malaysia," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 13(2), pages 1-53, June.
    23. Mariano Rojas & Karen Watkins-Fassler, 2022. "Religious Practice and Life Satisfaction: A Domains-of-Life Approach," Journal of Happiness Studies, Springer, vol. 23(5), pages 2349-2369, June.
    24. Alexandre Belloni & Victor Chernozhukov & Christian Hansen, 2014. "Inference on Treatment Effects after Selection among High-Dimensional Controlsâ€," The Review of Economic Studies, Review of Economic Studies Ltd, vol. 81(2), pages 608-650.
    25. Gayle, Philip G. & Yimga, Jules O., 2018. "How much do consumers really value air travel on-time performance, and to what extent are airlines motivated to improve their on-time performance?," Economics of Transportation, Elsevier, vol. 14(C), pages 31-41.
    26. Yimga, Jules, 2020. "Price and marginal cost effects of on-time performance: Evidence from the US airline industry," Journal of Air Transport Management, Elsevier, vol. 84(C).
    27. Bezerra, George C.L. & Gomes, Carlos F., 2020. "Antecedents and consequences of passenger satisfaction with the airport," Journal of Air Transport Management, Elsevier, vol. 83(C).
    28. Cao, Mengfei & Li, Linbo & Zhang, Yahua, 2023. "Developing a passenger-centered airport: A case study of Urumqi airport in Xinjiang, China," Journal of Air Transport Management, Elsevier, vol. 108(C).
    29. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.
    30. Jan Urban & Vojtěch Máca, 2013. "Linking Traffic Noise, Noise Annoyance and Life Satisfaction: A Case Study," IJERPH, MDPI, vol. 10(5), pages 1-21, May.
    31. Burrieza-Galán, J. & Jordá, R. & Gregg, A. & Ruiz, P. & Rodríguez, R. & Sala, M.J. & Torres, J. & García-Albertos, P. & Cantú Ros, O.G. & Herranz, R., 2022. "A methodology for understanding passenger flows combining mobile phone records and airport surveys: Application to Madrid-Barajas Airport after the COVID-19 outbreak," Journal of Air Transport Management, Elsevier, vol. 100(C).
    32. Antwi, Collins Opoku & Fan, Chong-jun & Ihnatushchenko, Nataliia & Aboagye, Michael Osei & Xu, Hangyu, 2020. "Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction," Journal of Air Transport Management, Elsevier, vol. 89(C).
    33. Cäzilia Loibl & Donald R Haurin & Julia K Brown & Stephanie Moulton & Deborah Carr, 2020. "The Relationship Between Reverse Mortgage Borrowing, Domain and Life Satisfaction," The Journals of Gerontology: Series B, The Gerontological Society of America, vol. 75(4), pages 869-878.
    34. Shannon W. Anderson & L. Scott Baggett & Sally K. Widener, 2009. "The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers," Manufacturing & Service Operations Management, INFORMS, vol. 11(1), pages 52-69, November.
    35. Yimga, Jules & Gorjidooz, Javad, 2019. "Airline schedule padding and consumer choice behavior," Journal of Air Transport Management, Elsevier, vol. 78(C), pages 71-79.
    36. Pagliari, Romano & Graham, Anne, 2019. "An exploratory analysis of the effects of ownership change on airport competition," Transport Policy, Elsevier, vol. 78(C), pages 76-85.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Alessandro V. M. Oliveira & Bruno F. Oliveira & Moises D. Vassallo, 2024. "Airport service quality perception and flight delays: examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys," Papers 2401.02139, arXiv.org.
    2. Santos, Luca J. & Oliveira, Alessandro V.M. & Aldrighi, Dante Mendes, 2021. "Testing the differentiated impact of the COVID-19 pandemic on air travel demand considering social inclusion," Journal of Air Transport Management, Elsevier, vol. 94(C).
    3. Alessandro V. M. Oliveira & Thiago Caliari & Rodolfo R. Narcizo, 2024. "An empirical model of fleet modernization: on the relationship between market concentration and innovation adoption in the Brazilian airline industry," Papers 2401.06876, arXiv.org.
    4. Eufrásio, Ana Beatriz R. & Eller, Rogéria A.G. & Oliveira, Alessandro V.M., 2021. "Are on-time performance statistics worthless? An empirical study of the flight scheduling strategies of Brazilian airlines," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 145(C).
    5. Li, Lingyao & Mao, Yujie & Wang, Yu & Ma, Zihui, 2022. "How has airport service quality changed in the context of COVID-19: A data-driven crowdsourcing approach based on sentiment analysis," Journal of Air Transport Management, Elsevier, vol. 105(C).
    6. Mahmut Bakır & Şahap Akan & Emircan Özdemir & Phi-Hung Nguyen & Jung-Fa Tsai & Hong-Anh Pham, 2022. "How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews," Sustainability, MDPI, vol. 14(4), pages 1-20, February.
    7. Bakır, Mahmut & Özdemir, Emircan & Akan, Şahap & Atalık, Özlem, 2022. "A bibliometric analysis of airport service quality," Journal of Air Transport Management, Elsevier, vol. 104(C).
    8. Brito, Igor R.S. & Oliveira, Alessandro V.M. & Dresner, Martin E., 2021. "An econometric study of the effects of airport privatization on airfares in Brazil," Transport Policy, Elsevier, vol. 114(C), pages 338-349.
    9. Su, Liangjun & Ura, Takuya & Zhang, Yichong, 2019. "Non-separable models with high-dimensional data," Journal of Econometrics, Elsevier, vol. 212(2), pages 646-677.
    10. Pushan Dutt & Ilia Tsetlin, 2021. "Income distribution and economic development: Insights from machine learning," Economics and Politics, Wiley Blackwell, vol. 33(1), pages 1-36, March.
    11. Everding, Jakob & Marcus, Jan, 2020. "The effect of unemployment on the smoking behavior of couples," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 29(2), pages 154-170.
    12. Sander Gerritsen & Mark Kattenberg & Sonny Kuijpers, 2019. "The impact of age at arrival on education and mental health," CPB Discussion Paper 389.rdf, CPB Netherlands Bureau for Economic Policy Analysis.
    13. Frank Windmeijer & Helmut Farbmacher & Neil Davies & George Davey Smith, 2019. "On the Use of the Lasso for Instrumental Variables Estimation with Some Invalid Instruments," Journal of the American Statistical Association, Taylor & Francis Journals, vol. 114(527), pages 1339-1350, July.
    14. Sander Gerritsen & Mark Kattenberg & Sonny Kuijpers, 2019. "The impact of age at arrival on education and mental health," CPB Discussion Paper 389, CPB Netherlands Bureau for Economic Policy Analysis.
    15. Thitinan Pholsook & Warit Wipulanusat & Poomporn Thamsatitdej & Sarawut Ramjan & Jirapon Sunkpho & Vatanavongs Ratanavaraha, 2023. "A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality," Sustainability, MDPI, vol. 15(11), pages 1-20, May.
    16. Lin, Yi-Hsin & Wu, Hanjun & He, Hang & Tsui, Kan Wai Hong, 2023. "Changes in perceptions of airport services’ attributes: An assessment of the impacts of COVID-19," Transport Policy, Elsevier, vol. 141(C), pages 116-128.
    17. Philipp Bach & Victor Chernozhukov & Malte S. Kurz & Martin Spindler & Sven Klaassen, 2021. "DoubleML -- An Object-Oriented Implementation of Double Machine Learning in R," Papers 2103.09603, arXiv.org, revised Jun 2024.
    18. Franz Huber & Alan Ponce & Francesco Rentocchini & Thomas Wainwright, 2020. "The Wealth of (Open Data) Nations? Examining the interplay of open government data and country-level institutions for entrepreneurial activity at the country-level," SEEDS Working Papers 1120, SEEDS, Sustainability Environmental Economics and Dynamics Studies, revised Nov 2020.
    19. Danquah, Michael & Iddrisu, Abdul Malik & Boakye, Ernest Owusu & Owusu, Solomon, 2021. "Do gender wage differences within households influence women's empowerment and welfare? Evidence from Ghana," Journal of Economic Behavior & Organization, Elsevier, vol. 188(C), pages 916-932.
    20. McIntosh, Craig & Zeitlin, Andrew, 2022. "Using household grants to benchmark the cost effectiveness of a USAID workforce readiness program," Journal of Development Economics, Elsevier, vol. 157(C).

    More about this item

    Keywords

    Transport; Survey; Psychology; Satisfaction; Delay;
    All these keywords.

    JEL classification:

    • D22 - Microeconomics - - Production and Organizations - - - Firm Behavior: Empirical Analysis
    • L11 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Production, Pricing, and Market Structure; Size Distribution of Firms
    • L93 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Air Transportation

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:retrec:v:102:y:2023:i:c:s0739885923001117. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/620614/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.