Air transport management research, concerned with all facets of aviation operations,
policies, and strategies, is an essential element of making our aviation system more …

This study investigates the main aspects of the quality of service (QoS) assessment process
at airport passenger terminals to find gaps, highlight trends, and discuss current day …

Airports represent the epitome of complex systems with multiple stakeholders, multiple
jurisdictions and complex interactions between many actors. The large number of existing …

Based on the analysis of 2278 online passenger ratings of airports worldwide, this study
uses a standard multinomial logit model to determine the likelihood of a passenger being a …

The objective of this paper is twofold. First, to identify service quality dimensions related to
airports. Second, to examine the effects of those dimensions on passenger's overall …

With the increase in the volume and complexity of air travel, the air transportation industry is
undergoing a period of rapid evolution. Airports, as key players in the industry, are …

Quality of in-flight food and beverage is undoubtedly one of the most important requisites for
passengers' pleasurable flight experiences in the full-service airline industry. Nonetheless …

Currently, airports are expected to be operated as self-sufficient service organizations
providing efficient and high-quality services to a variety of customers. In this context …

Given the unprecedented challenges imposed on the aviation industry by the COVID-19
pandemic, this paper proposes a new perspective on airport user experience as a field of …

This study investigates the customer satisfaction of airline passengers and introduces
perceived safety as a satisfaction driver, which has not yet been considered in the literature …