Gajewicz Łukasz, Walaszczyk Ewa, Nadolny Michał, Nowosielski Krzysztof
Department of Process Management, Wroclaw University of Economics and Business, Komandorska 118-120, 53-345, Wroclaw, Poland.
Business Process Simulation Center, Wroclaw University of Economics and Business, Komandorska 118-120, 53-345, Wroclaw, Poland.
J Air Transp Manag. 2022 Aug;103:102231. doi: 10.1016/j.jairtraman.2022.102231. Epub 2022 May 24.
Omnipresent globalisation causes integration of societies, economies and cultures, and air transport significantly facilitates it. Before the COVID-19 pandemic, air transport was one of the most dynamically developing types of transportation. The quality of airport services was measured, as it supports the development of air transport and airports in particular. As today the future of the air transport industry is not clear, it is essential to have the last picture of service quality assessment criteria before the airports' lockdown to sustain their development after reassumption. The study covered the operation of a regional international airport in Europe before the lockdown due to the COVID-19 pandemic. A diagnostic survey was used in the study, and the data were collected through a questionnaire of 40 questions. The study covered 263 passengers who had used the services of the examined airport at least once before the lockdown. The collected data were statistically analysed. The main findings are that the passengers consider components of the quality of airport services in groups and not individually. In some groups of factors, the level of satisfaction varies depending on the frequency of airport use. The results are in accordance with the findings of other authors researching different airports. They should be considered when managing the airport and identifying the causes of low-quality services to improve them and eliminate or at least reduce passenger dissatisfaction, especially in the face of resumption of airport operations after the COVID-19 pandemic.
无所不在的全球化促使社会、经济和文化融合，而航空运输极大地推动了这一进程。在新冠疫情之前，航空运输是发展最为迅猛的运输方式之一。机场服务质量受到评估，因为它对航空运输尤其是机场的发展起到支撑作用。鉴于如今航空运输业的未来尚不明确，在机场封锁之前掌握服务质量评估标准的全貌对于在恢复运营后维持其发展至关重要。该研究涵盖了欧洲一个地区国际机场在因新冠疫情而封锁之前的运营情况。研究采用了诊断性调查，通过一份包含40个问题的问卷收集数据。研究涵盖了263名在封锁之前至少使用过该机场服务一次的乘客。对收集到的数据进行了统计分析。主要发现是，乘客是将机场服务质量的各个组成部分作为一个整体而非单独来看待的。在某些因素组中，满意度水平因机场使用频率而异。这些结果与其他研究不同机场的作者的研究结果一致。在管理机场以及确定服务质量低下的原因以改进服务并消除或至少减少乘客不满时，应考虑这些结果，尤其是在新冠疫情之后机场恢复运营的情况下。
