publication . Other literature type . 2010

PASSENGER PERCEPTIONS OF AIRPORT SERVICE PERFORMANCE – A THREE-DIMENSIONAL IMPORTANCE-PERFORMANCE ANALYSIS

Prebežac, Darko; Mikulić, Josip; Jurković, Petra;
Open Access Croatian
  • Published: 01 Jan 2010 Journal: Acta turistica, volume 22, issue 2 (issn: 0353-4316, eissn: 1848-6061, Copyright policy)
  • Publisher: University of Zagreb, Faculty of Economics and Business Zagreb
Abstract
Za turiste koji putuju zračnim prijevozom zračne luke u pravilu predstavljaju mjesto na kojem se stvara njihova prva i posljednja impresija o destinaciji. Stoga zračne luke nisu samo va¬žan element turističke infrastrukture koja omogućava turističke tokove, nego i značajan element turi¬stičkog doživljaja koji pridonosi stvaranju zadovoljstva/nezadovoljstva turista. Cilj ovog rada je predstavljanje novog analitičkog okvira strateškog određivanja prioriteta u poboljšanju kvalitete us¬luga zračnih luka. Valjanost metodološkog okvira testirana je empirijskim istraživanjem na uzorku od 1017 putnika u jednoj od najvećih hrvatskih zračnih luka primjenom tehnike anketno...
Subjects
free text keywords: performanse usluga zračnih luka; analiza važnosti i performansi; analiza kazni i nagrada, airport service performance; importance-performance analysis; penalty-reward analysis
17 references, page 1 of 2

1. Aigbedo, H., Parameswaran, R., 2004. Importance-performance analysis for improving quality of campus food service. Intemational Joumal of Quality & Reliability Management 21 (8), 876-896. [OpenAIRE]

2. Barlas, S., 2003. When choices give in to temptations: explaining disagreement among importance measures. Organizational Behavior and Human Decision Processes 91(2), 310-21. [OpenAIRE]

3. Brandt, R.D., 1987. A procedure for identifying value-enhancing service components using customer satisfaction survey data. In: Suprenant, CF., (Ed.), Add value to your service: The key to success. Chicago: American Marketing Association, pp. 61-64.

4. Chen, F.Y., Chang, Y.H., 2005. Examining airline service quality from a process perspective. Journal of Air Transport Management 11, 79-87.

5. Hawes, J.M., Rao, C.R, 1985. Using importance-performance analysis to develop health care marketing strategies. Journal of Health Care Marketing 5(4), 19- 25.

6. Jaccard, J., Brinberg, D., Ackerman, L.J., 1986. Assessing attribute importance: A comparison of six methods. Journal of Consumer Research 12, 463-468. [OpenAIRE]

7. Joseph, M., Allbright, D., Stone, G., Sekhon, Y, Tinson, J., 2005. Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies. International Journal of Financial Services Management 1(1), 66-88.

8. Kamakura, W.A., Mittal, V, de Rosa, F., Mazzon, J.A., 2002. Assessing the service profit chain. Marketing Science 21(3), 294-317.

9. Martilla, JA., James, J.C, 1977. Importance-performance analysis. Journal of Marketing 41(1), 77-99.

10. Matzler, K., Bailom, F., Hinterhuber, H.H., Renzl, B., Pichler, J., 2004. The asymmetric relationship between attributelevel performance and overall customer satisfaction: a reconsideration of the importance-performance analysis. Industrial Marketing Management 33, 271-277. [OpenAIRE]

12. Mikulic, J., Prebezac, D., "Evaluating Hotel Animation Programs at Mediterranean Sun and Sea Resorts: An ImpactAsymmetry Analysis", Tourism Management (2010), doi:10.1016/j.tourman.2010.05.026.

13. Myers, J.H., Alpert M.I., 1968. Determinant buying attitudes: meaning and measurement. Joumal of Marketing, 32, 13- 20. [OpenAIRE]

14. Myers, J.H., Alpert M.I., 1977. Semantic conñision in attitude research: salience vs. importance vs. determinance. Advances in Consumer Research, 4, 106- 110.

15. Oh, H., 2001. Revisiting importanceperformance analysis. Tourism Management 22, 617-627.

16. Van Ittersum, K., Pennings, J.M.E., Wansink, B., van Trijp, H.CM., 2007. The validity of attribute-importance measurement: A review. Joumal of Business Research 60, 1177-1190. [OpenAIRE]

17 references, page 1 of 2
Powered by OpenAIRE Open Research Graph
Any information missing or wrong?Report an Issue