Naslov
Passengers’ satisfaction with Airport Service quality: A case study of Pula Airport

Autori
Etinger, Darko ; Gržinić, Jasmina ; Bajto, Dean

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Global Business Conference 2014 Proceedings: Questioning the Widely-held Dogmas / Hair, J., Krupka, Z., Vlašić, G. - Zagreb : Institut za inovacije, 2014, 105-113

Skup
Global Business Conference 2014

Mjesto i datum
Dubrovnik, Hrvatska, 01.10.2014. - 04.10.2014

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Trasportation; Tourism development; Service quality; Customer satisfaction; Importance-performance matrix analysis; Partial least squares structural equation modeling

Sažetak
It is impossible to analyze and develop international tourism without transportation. Pula airport is competitive international airport with year-round scheduled and charter traffic and the safest and most reliable "main gate" to the Istria (recognized Croatian, Mediterranean and European tourism region/destination. In order to become an active participant in the creation of sustainable development and economic prosperity, Pula Airport must provide high quality services for the handling of passengers, aircraft and cargo. Based on passengers' requirements, type of traffic and global standards, Pula Airport continuously improves existing services and develops new services. To gather passengers' attitudes about service quality and passengers' satisfaction, Airport Pula uses a survey system but the data gethered is only used as a descriptive indicator for management. The aim of this research is to explore the data collected and provide insight into the factors that drive passengers' satisfaction, and establish a methodology that provides management with a competent tool to reach the company's objectives. Based on 120 collected surveys, a research model is assessed using the PLS Structural Equation Modeling method. According to the results, recommendations for survey improvement are suggested. An importance- performance matrix analysis is conducted in order to explore the main factors driving passengers' satisfaction with the Pula Airport services. Implications for management are provided to prioritize managerial actions.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija, Informacijske i komunikacijske znanosti

POVEZANOST RADA