Asian Institute of Research, Journal Publication, Journal Academics, Education Journal, Asian Institute
Asian Institute of Research, Journal Publication, Journal Academics, Education Journal, Asian Institute

Economics and Business

Quarterly Reviews

ISSN 2775-9237 (Online)

asian institute research, jeb, journal of economics and business, economics journal, accunting journal, business journal, managemet journal
asian institute research, jeb, journal of economics and business, economics journal, accunting journal, business journal, managemet journal
asian institute research, jeb, journal of economics and business, economics journal, accunting journal, business journal, managemet journal
asian institute research, jeb, journal of economics and business, economics journal, accunting journal, business journal, managemet journal
crossref
doi
open access

Published: 24 May 2021

Study of Airport Service Quality and Profitability in Indonesia

Adi Nugroho

Pancasila University, Indonesia

asian institute research, jeb, journal of economics and business, economics journal, accunting journal, business journal, management journal

Download Full-Text Pdf

doi

10.31014/aior.1992.04.02.354

Pages: 172-188

Keywords: Airport, Service Quality, Purchase Intention

Abstract

This study was about the Airport Service Quality (ASQ) measurement and its relation to profitability in the airport industry. The main purpose of this study was to develop an understanding of the ASQ measurement in Airports by investigating the relationships of service quality in terms of creating purchase intentions. In specific to ASQ, the surveys have been systematically carried out by many airport operators all over the world. ASQ has 8 components: access; check-in; passport/personal ID control; security; finding your way; airport facilities; airport environment; and arrival services. This is different from PZB’s (1985) Service Quality dimensions. This suggests that an effective process of measuring and analyzing passenger perceptions of ASQ is not easily achieved. These concerns are certainly relevant to avoid misinterpreting passenger perceptions. The measurement model should be considered for a multidimensional approach in the context of airport performance measurement regarding service quality.The study, however, included the perceptions of both international passengers and domestic concerning the current service levels, more specific was using the measurement model of Cronin and Taylor (1992). Cronin and Taylor (1992) say that perception alone is enough and even better than other models i.e, PZB (1988) model. This study analyzes whether passengers may stay longer in the airport, recommend the airport to other people or pay higher tax if they are satisfied with the service offers by airport. This also included an assessment the ability ASQ to explain the variation in repeat purchase intention including interaction among variables. The results of this study show ASQ has a moderately low effect of purchasing intentions.

References

  1. Aaker, A.D., Kumar, V., and Day, S.D. (2000). Marketing Research(5th Ed.). Canada: John Wiley and Sons

  2. Anderson, E., C. Fornell& D. Lehmann (1994), Customer Satisfaction, Market Share, and Profitability: Findings from Sweden, Journal of Marketing, 58 (July), pp. 53-66.

  3. Babakus, E and Boller, G.W (1992).An empirical assessment oh the SERVQUAL scale. Journal of Business research, 24 (3), 253-268.

  4. Banwet, D.K. and Datta, B. (2002), "Effect of service quality on post-visit intentions over time: the case of a library", Total Quality Management, Vol. 13 No. 4, pp. 537-46.

  5. Bazerra, G.C.L and Gomes, C.F (2016). Measuring airport service quality: A multidimensional approach. Journal of Air Transport Management. Volume 53.

  6. Bergman, B. and Klefsjo, B. (1994), Quality: from Customer Needs to Customer Satisfaction, McGraw-Hill, New York, NY, p. 16.

  7. Brady, Michael K., J. Joseph Cronin and Richard R. Brand (2002), "Performance-only Measurement of Service Quality: A Replication and Extension," Journal of Business Research, 55, 17-31.

  8. Brennan, M. (1995) `Constructing Demand Curves from Purchase Probability Data: An Application of the Juster Scale', Marketing Bulletin, Vol. 6, pp. 51-58.

  9. Brennan, M. and Esslemont, D. (1994) 'The accuracy of the juster scale for predicting purchase rates of branded, fast-moving consumer goods', Marketing Bulletin, Vol. 5, pp. 47-53.

  10. Brennan, M., Seymour, P. and Gendall, P. (1993), "The effectiveness of monetary incentives in mail surveys: further data", Marketing Bulletin, Vol. 4, pp. 43-51.

  11. Brink, M. and Maddison, D. (1975), "Identification and measurement of capacity and levels of service of landside elements of the airport", Transportation Research Board, special report 159, pp. 92-111.

  12. Brown, T.J., Churchill, G.A., Jr., and Peter, J.P. (1993). Research note: improving the measurement of service quality. Journal of Retailing, 9 (Spring), 127-139.

  13. Buttle, F. (1996). SERVQUAL: Review, critique, research agenda.London: ManchesterBusinessSchool.

  14. Carman, J.M. (1990), "Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions", Journal of Retailing, Vol. 66 No. 1, Spring, pp. 33-55.

  15. Churchill, G.A. Jr, "A Paradigm for Developing Better Measures of Marketing Constructs", Journal of Marketing Research, 16, February, 1979, 64-73.

  16. Cronin, J. Joseph and Steven A. Taylor (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58 (January), 125-131.

  17. Cronin, J. Joseph and Steven A. Taylor. 1992. "Measuring Service Quality: A Re-Examination and Extension." Journal of Marketing 56 (July): 55-68. Further evidence on the predictive accuracy of the verbal probability scale: The case of household bill payments in Australia. Journal of Financial Services Marketing. London: Vol.6, Iss. 3;  pg. 28

  18. Dawna L. Rhoades,  Blaise Waguespack Jr,  andSeth Young(2000). Developing a quality index for US airports.Managing Service Quality. Bedford:.Vol.10, Iss. 4;  pg. 257

  19. Day, D, Gan, B.C., Gendall, P.J., and Esslemont, D. (1991). Predicting purchase behaviour. Marketing Bulletin, 2, 18-30.

  20. Douganis, R. (1992). The airport business. London and New York: Routledge

  21. Feldman, D. and Shields, M. (1998), "Effective marketing: a key to airport success", in Bulter, G. and Keller, M.R. (Eds), Handbook of Airline Marketing, McGrwaw-Hill, New York, NY, pp. 657-6

  22. Gendall, Philip,  Esslemont, Donald,  and Day, Dianne(1991). A Comparison of Two Versions of the Juster Scale Using Self-Completion Questionnaires. Market Research Society. Journal of the Market Research Society. London: Jul 1991.Vol.33, Iss. 3; pg. 257

  23. Gronroos, C. (1984), "A service quality model and its implications", European Journal of Marketing, Vol. 8, pp. 36-44.

  24. Johnston, R. (1995), Service failure and recovery: impact, attributes and process, Advances in Services Management and Marketing, 4,211-228.

  25. Juster, F.T. (1966) `Consumer Buying Intentions and Purchase Probability: An Experiment in Survey Design', National Bureau of Economic Research, ColumbiaUniversity Press

  26. Lemer, A.C. (1992), "Measuring performance of airport passenger terminals", Transportation Research, Vol. 26A No. 1, pp. 37-45.

  27. Milakovich, E.M.(1995). Improving Service Quality. St. Lucie Press, USA.

  28. Oliver, R.L. (1993), "A conceptual model of service quality and service satisfaction: compatible goals, different concepts", in Swartz, T.A., Bowen, D.A. and Brown, S.W. (Eds), Advances in Service Marketing and Management, Vol. 2, JAI Press, pp. 65-85.

  29. Page, S.J. (1996). Transport and Tourism.New York: Longman

  30. Parasuraman, A, Leonard L. Berry, and Valarie A. Zeithaml. 1994. "Moving Forward in Service Quality Research: Measuring Different Levels of Customer Expectations, Comparing Alternative Scales, and Examining the Performance-- Behavioral Intentions Link." MSI Working Paper No. 94-114 (September). Marketing Science Institute, Cambridge, MA.

  31. Parasuraman, A, Leonard L. Berry, and Valarie A. Zeithaml. 1991. "Refinement and Reassessment of the SERVQUAL Scale." Journal of Retailing 67 (Winter): 420-450.

  32. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. 1985. "A Conceptual Model of Service Quality and Its Implications for Future Research." Journal of Marketing 49 (Fall): 41-50.

  33. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. 1988. "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality." Journal of Retailing 64 (Spring): 12-40.

  34. Reichheld, Frederick. W. Earl Sasser, Jr. 1990. "Zero Defections: Quality Comes to Services." Harvard Business Review 68 (September-October): 105Ill.

  35. Rust, and Anthony I Zahorik. 1993. "Customer Satisfaction, Customer Retention, and Market Share." Journal of Retailing 69 (Summer): 193-215.

  36. Scott, D. and Shieff, D. (1993), "Service quality components and group criteria in local government", International Journal of Service Industry Management, Vol. 4 No. 2, pp. 18-25

  37. Seneviratne, P. and Martel, N. (1994), "Criteria for evaluating quality of service in air terminals", Transportation Research Record, No. 1461, pp. 24-30

  38. Seymour, P., Brennan, M. and Esslemont, D. (1994) `Predicting Purchase Quantities: Further Investigation of the Juster Scale', Marketing Bulletin, Vol. 5, pp. 2136.

  39. Spreng, Richard A. and Richard W. Olshavsky (1993), "A desires congruency model of consumer satisfaction," Academy of Marketing Science Journal, 21 (3), 169-177.

  40. Teas, R. Kenneth. 1993. "Expectations, performance, evaluation, and consumers expectations of quality," Journal of Marketing. (October): 1834.

  41. Tretheway, M.W. (1998), "Airport marketing: an oxymoron?", in Bulter, G. and Keller, M.R. (Eds), Handbook of Airline Marketing, McGraw-Hill New York, NY, pp. 649-56.

  42. Wells, A.T. (1996). Airport Planning and Management. Mc. Graw-Hill, New York.

  43. Wyckoff, D.D. (1984), "New tools for achieving service quality", The Cornell HRA Quarterly, pp. 78-91.

  44. Zahorik, Anthony J. and Roland T Rust. 1992. "Modeling the Impact of Service Quality on Profitability: A Review, " In Advances in Service Quality and Management, Vol. 1. Ed. Terry Schwartz. Greenwich, CT: JAI, 247-276.

  45. Zeithaml, V.A. (2000), "Service quality, profitability, and the economic worth of customers: what we know and what we need to learn", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 67-85.

  46. Zeithaml, Valarie A., Roland T. Rust, and Kay Lemon. 1999. "Make Customer Profitability the Basis for Service." Working Paper. University of North Carolina at Chapel Hill.

  47. Zikmund, W. G. 2000. Business Research Methods, Fort Worth: The Dryden Press.https://aci.aero/Customer-Experience-ASQ