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dc.contributor.authorElias Gonçalves, Max Well
dc.contributor.authorCaetano, Mauro
dc.identifier.citationElias Gonçalves, M. W.; Caetano, M. Airport Level of Service: A Model according to Departing Passenger’s Perceptions at a Small-sized Airport. "Journal of Airline and Airport Management", Juny 2017, vol. 7, núm. 1, p. 65-79.
dc.description.abstractPurpose: This study proposes a conceptual model of level of service evaluation to a small-sized airport with a focus on departing passengers. Design/methodology: The variables selected to compose the model were chosen according to their adequacy to departing passengers and the airport’s characteristics. A survey was conducted, and, posteriorly, exploratory factor analysis was used in order to verify the adequacy of the conceptual model proposed and also to improve it according to the results obtained. Findings: The results show that the level of service of the airport is composed of three dimensions: airport characteristics, passenger processing, and prices. The relative importance of the dimensions according to their contribution to the composition of the airport’s overall level of service was also determined. Originality/value: The paper combines theoretical and practical findings in a model for level of service evaluation to a small-sized airport from an air transportation management perspective.
dc.format.extent15 p.
dc.rightsAttribution-NonCommercial 3.0 Spain
dc.subjectÀrees temàtiques de la UPC::Aeronàutica i espai::Aeroports
dc.subject.lcshAirports--Customer services
dc.subject.lcshConsumer satisfaction
dc.subject.otherConceptual model
dc.subject.otherDeparting passengers
dc.subject.otherLevel of service
dc.subject.otherSmall-sized airport
dc.titleAirport Level of Service: A Model according to Departing Passenger’s Perceptions at a Small-sized Airport
dc.subject.lemacAeroports -- Serveis d'atenció al client
dc.subject.lemacAeroports -- Gestió
dc.subject.lemacConsumidors -- Satisfacció
dc.description.peerreviewedPeer Reviewed
dc.rights.accessOpen Access
local.citation.publicationNameJournal of Airline and Airport Management

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Attribution-NonCommercial 3.0 Spain
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