Research Article
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Tourist satisfaction with American continent airports

Year 2021, Volume: 6 Issue: 2, 89 - 98, 31.12.2021
https://doi.org/10.31822/jomat.2021-6-2-89

Abstract

Tourist satisfaction is very important in terms of destination loyalty as revisit and recommendation intentions. The development of airline transportation has led to an increase in the average time spent by tourists during the destination process by shortening the transportation time. The purpose of this study is to determine the spatial distribution of passenger satisfaction levels at airports in the Americas. For this purpose, data for determining tourist satisfaction has been obtained from two different platforms. In order to determine the general satisfaction level at the airports, the data of 904 airports where 30 or more users made comments were taken into consideration in the google map database. Satisfaction distribution and clustering regarding airports were evaluated with the data obtained from Google. Mapping analysis was conducted using the spatial analysis method to determine the satisfaction levels of the tourists. MapInfo 16 program was used for mapping analysis. Satisfaction levels from American airports vary between 2.5 and 4.7. In addition, whether the airport satisfaction is spatial autocorrelation has been tested using the GeoDa program. Analyzes have revealed that airport satisfaction creates spatial autocorrelation in America. It is observed that satisfaction is high in airports in the east and west of North America and low in the middle parts. Satisfaction for Central America has been found to be high in the west of the continent and low in the east. Satisfaction levels for South America are high in the northeast, northwest, and also southwest coasts, while it is low in other parts. This situation shows that airports located in certain regions of the continent have similar characteristics. Skytrax data were used to determine the variables affecting satisfaction at airports. Because there is no statistical difference between the general satisfaction values obtained from Skytrax and google platforms. In the study, the data of 58 airports, which are 30 or more evaluated in the Skytrax database, were used. Accordingly, the variables affecting general satisfaction were explained by airport cleanliness, seating capacity, and waiting times. In addition, it was determined that the independent variable that affects satisfaction the most is the waiting time in the queue. This situation shows that measures should be taken to reduce the waiting time in the queue to increase satisfaction at airports. As a result, it is important to determine tourist satisfaction, to evaluate the quality of current practices, and to identify improvement aspects. High overall satisfaction at airports will increase the likelihood of tourists to reuse these airports and recommend them to other passengers, and will positively affect destination loyalty.


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Supporting Institution

Anadolu Üniversitesi

Project Number

1905E035

Thanks

This study was supported by Anadolu University Scientific Research Projects Commission under grant No:1905E035

References

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  • Anselin, L. (1995). Local indicators of spatial association-LISA. Geographical Analysis, 27, 93–115.
  • Aşık, N. A. (2019). Yerli ve yabancı yolcuların havalimanı hizmet kalitesi algıları: İstanbul Havalimanı Örneği. Journal of Tourism and Gastronomy Studies, 7(4), 2612-2629.
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  • Chao, C. C., Lin, H. C., & Chen, C. Y. (2013). Enhancing airport service quality: A case study of Kaohsiung International Airport. Journal of the Eastern Asia Society for Transportation Studies, 10, 2235-2254.
  • Çolak, S., & Doğan, Ü. (2015). Havaalanı hizmet kalitesinin müşteri memnuniyetine etkisi: Kayseri Havalimanı örneği. https://docplayer.biz.tr/19025548-Havaalani-hizmet-kalitesinin-musteri-memnuniyetine-etkisi-kayseri-havalimani-ornegi.html.
  • Correia, A. R., Wirasinghe, S. C., & de Barros, A. G. (2008). Overall level of service measures for airport passenger terminals. Transportation Research Part A: Policy and Practice, 42(2), 330-346.
  • Dimitriou, D., & Aparicio, S. (2018). Comparative evaluation of airports productivity toward tourism development. Cogent Business & Management, 5(1), 1464378.
  • Douglas, A., Lubbe, B., & Zambellis, J. (2001). An Application of the airport service quality model in South Africa. Journal of Air Transport Management, 17, 224.
  • Erdoğan, D. (2020). Havaalanı hizmet kalitesinin önem-performans analiziyle değerlendirilmesi: Gaziantep Havalimanı örneği. Journal of Aviation Research, 2(2), 82-100.
  • European Commission (2011). Europe's airports 2030: Challenges ahead. (MEMO 11/857). Fuchs, M., & Weiermair, K. (2004). Destination benchmarking: An indicator-system’s potential for exploring guest satisfaction. Journal of travel research, 42(3), 212-225.
  • Graham, A., Papatheodorou, A., & Forsyth, P. (2008). Aviation and tourism. Implications for Leisure Travel. Ashgate Publishing, Ltd.
  • Günay Aktaş, S., Kantar, Y. M., Yavuz, N., & Olgaç, S. (2020). Satisfaction with Asian airports. The Council for Australasian Tourism and Hospitality Education 2020 Conference Proceeding, Auckland, New Zealand, 505-508.
  • Günay Aktas, S., Kumtepe, E. G., Kantar, Y. M., Ulukan, I. C., Aydin, S., Aksoy, T., & Er, F. (2019). Improving gender equality in higher education in Turkey. Applied Spatial Analysis and Policy, 12(1), 167-189.
  • Işıldak, B., & Tunca, M. Z. (2018). Havalimanı hizmetlerinde müşteri memnuniyetini etkileyen faktörler üzerine bir araştırma. Süleyman Demirel University Journal of Faculty of Economics and Administrative Sciences, 23 (1), 241-255.
  • Kazda, A. (2000). Airport design and operation. In; A. Kazda ve R.E. Caves (Editors) Passenger Terminals (ss.245- 263). UK: Pergamon Elsevier Science.
  • Khan, S. A. R., Qianli, D., SongBo, W., Zaman, K., & Zhang, Y. (2017). Travel and tourism competitiveness index: The impact of air transportation, railways transportation, travel and transport services on international inbound and outbound tourism. Journal of Air Transport Management, 58, 125-134.
  • Kim, M. H., Park, J. W., & Choi, Y. J. (2016). A study on the effect of airport choice attributes on airport users’ satisfaction and behavioural intentions: The case of Gimpo International Airport. Journal of Airport Management, 10(2), 145-157.
  • Koo, T. T., Rashidi, T. H., Park, J. W., Wu, C. L., & Tseng, W. C. (2017). The effect of enhanced international air access on the demand for peripheral tourism destinations: Evidence from air itinerary choice behaviour of Korean visitors to Australia. Transportation Research Part A: Policy and Practice, 106, 116-129.
  • Kuyucak, F. (2007). Havaalanlarında değer odaklı yönetim yönelimli bilgi sistemlerinin kullanılması ve Atatürk Havalimanı Terminal İşletmeciliği uygulaması. (Doctoral dissertation). Eskişehir: Anadolu University, Social Sciences Institute.
  • Moon, H., Yoon, H. J., & Han, H. (2017). The effect of airport atmospherics on satisfaction and behavioral intentions: testing the moderating role of perceived safety. Journal of Travel & Tourism Marketing, 34(6), 749-763. DOI:10.1080/10548408.2016.1223779
  • Okumuş, A., & Asil, H. (2007). Havayolu taşımacılığında yerli ve yabancı yolcuların memnuniyet düzeylerine göre beklentilerinin incelenmesi. Kocaeli University Journal of the Institute of Social Sciences, 13 (1), 152 - 175.
  • Park, J. W., & Jung, S. Y. (2011). Transfer passengers’ perceptions of airport service quality: A case study of Incheon International Airport. International Business Research, 4 (3), 75-82.
  • Rendeiro, R., & Cesar, M. (2006). Tourism service quality begins at the airport. Tourism Management, 27, (2006), 874–877.
  • Sezgin, E., & Yavuz, N. (2018). Aktarma (transfer) yoğun ve üç yıldızlı iki havalimanı: Atatürk ve Dubai Havalimanları yolcularının hizmet algıları üzerine bir çalışma. Turan-Sam, 10(49), pp 66-77.
  • Tan, H. (2008). Havaalanlarının turizmdeki etkinliği ve verimliliği: Veri Zarflama Analizi (Dea) kullanılarak Türkiye Cumhuriyeti havalimanlarında ölçümü. (Specialization Thesis). Ankara: T.C. Kültür ve Turizm Bakanlığı Dış İlişkiler ve AB Koordinasyon Dairesi Başkanlığı.
  • Tuncer, B., & Cavcar E. (2014). Havalimanı terminal hizmet kalitesini etkileyen faktörlerin belirlenmesi. Akademik Sosyal Araştırmalar Dergisi, Yıl: 2, Sayı: 6, Eylül 2014, s. 183-211.
  • Wiltshire, J. (2017). Airport competition: reality or myth? Journal of Air Transpor Management, https://doi.org/10.1016/j.jairtraman.2017.03.006.
  • Yavuz, N., Olgaç, S., Günay Aktas, S., & Mert Kantar, Y. (2020). Passenger satisfaction in European. In; Travel and Tourism: Sustainability, Economics, and Management Issues. Ed: Coşkun, İ.O., Othman, N. Aslam, M., and Lew. A. Springer: Singapur Airports. Travel and Tourism: Sustainability, Economic and Management Issues. Springer, 223-234.
  • Yen-Lun Su, A. (2004). Customer satisfactionmeasurement practice in Taiwan hotels. International Journal of Hospitality Management, 23(4), 397–408.
Year 2021, Volume: 6 Issue: 2, 89 - 98, 31.12.2021
https://doi.org/10.31822/jomat.2021-6-2-89

Abstract

Project Number

1905E035

References

  • Ahmadpour, N., Lindgaard, G., Robert, J.-M., & Pownall, B. (2014). The thematic structure of passenger comfort experience and its relationship to the context features in the aircraft cabin. Ergonomics, 57(6), 801–815.
  • Anselin, L. (1995). Local indicators of spatial association-LISA. Geographical Analysis, 27, 93–115.
  • Aşık, N. A. (2019). Yerli ve yabancı yolcuların havalimanı hizmet kalitesi algıları: İstanbul Havalimanı Örneği. Journal of Tourism and Gastronomy Studies, 7(4), 2612-2629.
  • Batra, A. (2014). The role of airport servicescape: The transient community perspective. Tourism Dimensions, 1(1), 27–37.
  • Bogicevic, V., Yang, W., Bilgihan, A., & Bujisic, M. (2013). Airport service quality drivers of passenger satisfaction. Tourism Review, 68 (4) pp. 3 - 18.
  • Chao, C. C., Lin, H. C., & Chen, C. Y. (2013). Enhancing airport service quality: A case study of Kaohsiung International Airport. Journal of the Eastern Asia Society for Transportation Studies, 10, 2235-2254.
  • Çolak, S., & Doğan, Ü. (2015). Havaalanı hizmet kalitesinin müşteri memnuniyetine etkisi: Kayseri Havalimanı örneği. https://docplayer.biz.tr/19025548-Havaalani-hizmet-kalitesinin-musteri-memnuniyetine-etkisi-kayseri-havalimani-ornegi.html.
  • Correia, A. R., Wirasinghe, S. C., & de Barros, A. G. (2008). Overall level of service measures for airport passenger terminals. Transportation Research Part A: Policy and Practice, 42(2), 330-346.
  • Dimitriou, D., & Aparicio, S. (2018). Comparative evaluation of airports productivity toward tourism development. Cogent Business & Management, 5(1), 1464378.
  • Douglas, A., Lubbe, B., & Zambellis, J. (2001). An Application of the airport service quality model in South Africa. Journal of Air Transport Management, 17, 224.
  • Erdoğan, D. (2020). Havaalanı hizmet kalitesinin önem-performans analiziyle değerlendirilmesi: Gaziantep Havalimanı örneği. Journal of Aviation Research, 2(2), 82-100.
  • European Commission (2011). Europe's airports 2030: Challenges ahead. (MEMO 11/857). Fuchs, M., & Weiermair, K. (2004). Destination benchmarking: An indicator-system’s potential for exploring guest satisfaction. Journal of travel research, 42(3), 212-225.
  • Graham, A., Papatheodorou, A., & Forsyth, P. (2008). Aviation and tourism. Implications for Leisure Travel. Ashgate Publishing, Ltd.
  • Günay Aktaş, S., Kantar, Y. M., Yavuz, N., & Olgaç, S. (2020). Satisfaction with Asian airports. The Council for Australasian Tourism and Hospitality Education 2020 Conference Proceeding, Auckland, New Zealand, 505-508.
  • Günay Aktas, S., Kumtepe, E. G., Kantar, Y. M., Ulukan, I. C., Aydin, S., Aksoy, T., & Er, F. (2019). Improving gender equality in higher education in Turkey. Applied Spatial Analysis and Policy, 12(1), 167-189.
  • Işıldak, B., & Tunca, M. Z. (2018). Havalimanı hizmetlerinde müşteri memnuniyetini etkileyen faktörler üzerine bir araştırma. Süleyman Demirel University Journal of Faculty of Economics and Administrative Sciences, 23 (1), 241-255.
  • Kazda, A. (2000). Airport design and operation. In; A. Kazda ve R.E. Caves (Editors) Passenger Terminals (ss.245- 263). UK: Pergamon Elsevier Science.
  • Khan, S. A. R., Qianli, D., SongBo, W., Zaman, K., & Zhang, Y. (2017). Travel and tourism competitiveness index: The impact of air transportation, railways transportation, travel and transport services on international inbound and outbound tourism. Journal of Air Transport Management, 58, 125-134.
  • Kim, M. H., Park, J. W., & Choi, Y. J. (2016). A study on the effect of airport choice attributes on airport users’ satisfaction and behavioural intentions: The case of Gimpo International Airport. Journal of Airport Management, 10(2), 145-157.
  • Koo, T. T., Rashidi, T. H., Park, J. W., Wu, C. L., & Tseng, W. C. (2017). The effect of enhanced international air access on the demand for peripheral tourism destinations: Evidence from air itinerary choice behaviour of Korean visitors to Australia. Transportation Research Part A: Policy and Practice, 106, 116-129.
  • Kuyucak, F. (2007). Havaalanlarında değer odaklı yönetim yönelimli bilgi sistemlerinin kullanılması ve Atatürk Havalimanı Terminal İşletmeciliği uygulaması. (Doctoral dissertation). Eskişehir: Anadolu University, Social Sciences Institute.
  • Moon, H., Yoon, H. J., & Han, H. (2017). The effect of airport atmospherics on satisfaction and behavioral intentions: testing the moderating role of perceived safety. Journal of Travel & Tourism Marketing, 34(6), 749-763. DOI:10.1080/10548408.2016.1223779
  • Okumuş, A., & Asil, H. (2007). Havayolu taşımacılığında yerli ve yabancı yolcuların memnuniyet düzeylerine göre beklentilerinin incelenmesi. Kocaeli University Journal of the Institute of Social Sciences, 13 (1), 152 - 175.
  • Park, J. W., & Jung, S. Y. (2011). Transfer passengers’ perceptions of airport service quality: A case study of Incheon International Airport. International Business Research, 4 (3), 75-82.
  • Rendeiro, R., & Cesar, M. (2006). Tourism service quality begins at the airport. Tourism Management, 27, (2006), 874–877.
  • Sezgin, E., & Yavuz, N. (2018). Aktarma (transfer) yoğun ve üç yıldızlı iki havalimanı: Atatürk ve Dubai Havalimanları yolcularının hizmet algıları üzerine bir çalışma. Turan-Sam, 10(49), pp 66-77.
  • Tan, H. (2008). Havaalanlarının turizmdeki etkinliği ve verimliliği: Veri Zarflama Analizi (Dea) kullanılarak Türkiye Cumhuriyeti havalimanlarında ölçümü. (Specialization Thesis). Ankara: T.C. Kültür ve Turizm Bakanlığı Dış İlişkiler ve AB Koordinasyon Dairesi Başkanlığı.
  • Tuncer, B., & Cavcar E. (2014). Havalimanı terminal hizmet kalitesini etkileyen faktörlerin belirlenmesi. Akademik Sosyal Araştırmalar Dergisi, Yıl: 2, Sayı: 6, Eylül 2014, s. 183-211.
  • Wiltshire, J. (2017). Airport competition: reality or myth? Journal of Air Transpor Management, https://doi.org/10.1016/j.jairtraman.2017.03.006.
  • Yavuz, N., Olgaç, S., Günay Aktas, S., & Mert Kantar, Y. (2020). Passenger satisfaction in European. In; Travel and Tourism: Sustainability, Economics, and Management Issues. Ed: Coşkun, İ.O., Othman, N. Aslam, M., and Lew. A. Springer: Singapur Airports. Travel and Tourism: Sustainability, Economic and Management Issues. Springer, 223-234.
  • Yen-Lun Su, A. (2004). Customer satisfactionmeasurement practice in Taiwan hotels. International Journal of Hospitality Management, 23(4), 397–408.
There are 31 citations in total.

Details

Primary Language English
Subjects Tourism (Other)
Journal Section Research Papers
Authors

Semra Günay Aktaş 0000-0001-6663-6827

Eşref Ay This is me 0000-0003-4092-6425

Nevin Yavuz This is me 0000-0002-8257-5355

Serkan Olgaç 0000-0002-9539-9055

Project Number 1905E035
Publication Date December 31, 2021
Published in Issue Year 2021 Volume: 6 Issue: 2

Cite

APA Günay Aktaş, S., Ay, E., Yavuz, N., Olgaç, S. (2021). Tourist satisfaction with American continent airports. Journal of Multidisciplinary Academic Tourism, 6(2), 89-98. https://doi.org/10.31822/jomat.2021-6-2-89



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