Lopez-Valpuesta Lourdes, Casas-Albala Diana
Applied Economics & Management Research Group, Universidad de Sevilla, Avda. Ramón y Cajal, 1, 41018, Seville, Spain.
Airport of Seville, AENA S.M.E.S.A, Autovia A-4, Km. 532, 41020, Seville, Spain.
J Air Transp Manag. 2023 May;108:102361. doi: 10.1016/j.jairtraman.2023.102361. Epub 2023 Jan 18.
The changes that have come about at airports in recent decades in the areas of security, deregulation, and technological advances have affected both airport management and the passenger experience at airport facilities. In addition, all around the world, the airport sector has been struck by the COVID-19 pandemic during 2020 and 2021. Using a broad sample of data taken from Airport Service Quality (ASQ) surveys and robust econometric methodology, specifically, an Ordered Logit model with Principal Component Analysis, this paper seeks to cover the gap in the academic literature regarding the effect of a worldwide pandemic on passenger satisfaction at airports during the 2015-2021 period, while taking into consideration the passenger profile and journey and airport attributes. It takes as its reference a Spanish regional airport, which had been experiencing a strong expansion process prior to the pandemic. With respect to the variables linked to the passenger profile, a differential behavior is observed in satisfaction depending on nationality, motive for travel, and destination. In addition, the four facility- and airport process-related dimensions are significant, with cleanliness and comfort standing out above all others. These are even more important in a health emergency scenario such as is currently being experienced. Lastly, 2021 is shown to cause a downturn in the positive passenger satisfaction with the airport that had been observed during the first year of the pandemic. Therefore, more long-term management is required alongside the initial rapid and efficient action taken by airports, with up-to-date information for passengers to internalize the inconveniences associated with this long-drawn-out period of uncertainty.
近几十年来，机场在安全、放松管制和技术进步等方面发生的变化，对机场管理和机场设施的旅客体验都产生了影响。此外，在2020年至2021年期间，全球机场行业受到了新冠疫情的冲击。本文采用从机场服务质量（ASQ）调查中获取的大量数据样本，并运用稳健的计量经济学方法，具体而言，是带有主成分分析的有序逻辑模型，旨在填补学术文献中关于2015 - 2021年期间全球疫情对机场旅客满意度影响的空白，同时考虑旅客特征、行程和机场属性。它以西班牙一个地区机场为参考，该机场在疫情之前一直在经历强劲的扩张过程。关于与旅客特征相关的变量，根据国籍、旅行动机和目的地的不同，在满意度方面观察到了差异行为。此外，与设施和机场流程相关的四个维度具有显著影响，其中清洁和舒适度最为突出。在当前正在经历的这种健康紧急情况下，这些因素甚至更为重要。最后，研究表明，2021年导致了在疫情第一年观察到的机场旅客积极满意度的下降。因此，除了机场最初采取的迅速而有效的行动外，还需要进行更长期的管理，并为旅客提供最新信息，以使他们理解与这段漫长不确定性时期相关的不便之处。
