Airport service performance at Abu Dhabi International Airport
-
Author(s)Mohamed Y AlHammadi , Mansour Almheiri ,Aminurraasyid YatibanLink to ORCID Index: https://orcid.org/0000-0002-7357-0798
,
Rabiul IslamLink to ORCID Index: https://orcid.org/0000-0002-9840-8754
,
Sabina SultanaLink to ORCID Index: https://orcid.org/0009-0002-8105-8310
-
DOIhttp://dx.doi.org/10.21511/ppm.21(2).2023.48
-
Article InfoVolume 21 2023, Issue #2, pp. 517-530
- 467 Views
-
245 Downloads
This work is licensed under a
Creative Commons Attribution 4.0 International License
To acquire a significant footing in today’s competitive airport environments, enhancing airport service performance for passengers is essential. This study aims to investigate the relationship between queuing time, prime services, security screening, and service performance at Abu Dhabi International Airport in the United Arab Emirates (UAE). A quantitative methodology was employed. The sample size for the PLS-SEM analysis and the passengers’ airport service performance was determined to be 230 respondents. The results revealed a significant relationship between queuing time, prime services, security screening, and airport service performance. The findings also demonstrated a significant positive relationship between queuing time and airport service performance (β = 0.193, t = 3.564, p ≤ 0.000), a significant positive relationship between prime services and airport service performance (β = 0.478, t = 9.225, p ≤ 0.000), and a significant positive relationship between security screening and airport service performance (β= 0.227, t = 4.196, p ≤ 0.000). The outcomes are anticipated to support Abu Dhabi International Airport management in making efficient processes to augment airport service accomplishment for passengers from UAE and different countries.
view full abstract
- Keywords
-
JEL Classification (Paper profile tab)L84, M16
-
References63
-
Tables8
-
Figures4
-
- Figure 1. Conceptual framework
- Figure 2. Path model assessment
- Figure 3. Measurement model
- Figure 4. Structural model
-
- Table 1. Descriptive analysis of constructs
- Table 2. Loadings, reliability, and convergent validity values
- Table 3. Cross loadings
- Table 4. Structural model assessment using the connection between the model’s direct pathways, t-values, and p-values
- Table A1. Queuing time scale
- Table А2. Prime services scale
- Table А3. Security screening scale
- Table A4. Airport service performance scale
-
- Abeyratne, R. (2017). Security lapses in airport management: The Fort Lauderdale case. Journal of Airport Management, 11(4), 399-407.
- Adacher, L., & Flamini, M. (2020). Optimizing airport land side operations: Check-in, passengers’ migration, and security control processes. Journal of Advanced Transportation, 2020, 6328016.
- Airports Council International. (2008). ASQ survey: Benchmarking the global airport industry.
- Alodhaibi, S., Burdett, R. L., & Yarlagadda, P. K. (2017). Framework for airport outbound passenger flow modelling. Procedia Engineering, 174, 1100-1109.
- Alremeithi, S. M., Kudus, N., & Husseini, S. A. (2022). The effectiveness of service innovation on service innovation performance in Abu Dhabi International Airport in UAE. Journal of Positive School Psychology, 6(3), 4777-4786.
- Amro, A., Gkioulos, V., & Katsikas, S. (2020). Connect and protect: Requirements for maritime autonomous surface ship in urban passenger transportation. In Computer Security (pp. 69-85). Springer.
- Antwi, C. O., Fan, C. J., Ihnatushchenko, N., Aboagye, M. O., & Xu, H. (2020). Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction. Journal of Air Transport Management, 89, 101869.
- Arif, M., Gupta, A., & Williams, A. (2013). Customer service in the aviation industry – An exploratory analysis of UAE airports. Journal of Air Transport Management, 32, 1-7.
- Bellizzi, M. G., Eboli, L., Mazzulla, G., & Postorino, M. N. (2022). Classification trees for analysing highly educated people satisfaction with airlines’ services. Transport Policy, 116, 199-211.
- Bogicevic, V., Yang, W., Bilgihan, A., & Bujisic, M. (2013). Airport service quality drivers of passenger satisfaction. Tourism Review, 68(4), 3-18.
- Bogicevic, V., Yang, W., Cobanoglu, C., Bilgihan, A., & Bujisic, M. (2016). Traveler anxiety and enjoyment: The effect of airport environment on traveler’s emotions. Journal of Air Transport Management, 57, 122-129.
- Brownlee, A. E., Atkin, J. A., Woodward, J. R., & Burke, E. K. (2020). Methods and sources for underpinning airport ground movement decision support systems (Unpublished Technical Report). University of Stirling.
- Cavada, J. P., Cortés, C. E., & Rey, P. A. (2017). A simulation approach to modelling baggage handling systems at an international airport. Simulation Modelling Practice and Theory, 75, 146-164.
- Churchill, G. A. Jr. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1), 64-73.
- Creswell, J. W., & Creswell, J. D. (2017). Research design: Qualitative, quantitative, and mixed methods approaches. Sage Publications.
- da Rocha, P. M., Costa, H. G., & da Silva, G. B. (2022). Gaps, trends and challenges in assessing quality of service at airport terminals: A systematic review and bibliometric analysis. Sustainability, 14(7), 3796.
- El Najjar, M. H. (2018). The effectiveness of technological innovations on customers satisfaction & their behavioural intention at airports, case study: Abu Dhabi International Airport. The British university in Dubai.
- Fakfare, P., Wattanacharoensil, W., & Graham, A. (2021). Exploring multi-quality attributes of airports and the asymmetric effects on air traveller satisfaction: The case of Thai International Airports. Research in Transportation Business & Management, 41, 100648.
- Figueiredoa, T., & Castro, R. (2019). Passengers perceptions of airport branding strategies: The case of Tom Jobim International Airport – RIOgaleão, Brazil. Journal of Air Transport Management, 74, 13-19.
- Georgios, K. (2019). Business process modeling and airport terminal operations: The case of Thessaloniki Airport “Makedonia”. Aristotle University of Thessaloniki.
- Gupta, H. (2018). Evaluating service quality of airline industry using hybrid best worst method and VIKOR. Journal of Air Transport Management, 68, 35-47.
- Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2009). Multivariate data analysis (7th ed.). Pearson Prentice Hall.
- Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis (7th ed.). Pearson.
- Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd ed.). Housand Oaks, CA: Sage.
- Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning, 46(1-2), 1-12.
- Hair, Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2014). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd ed.). Thousand Oaks, CA: Sage.
- Hair, Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd ed.). Thousand Oaks, CA: Sage.
- Henseler, J. (2012). Why generalized structured component analysis is not universally preferable to structural equation modeling. Journal of the Academy of Marketing Science, 40(3), 402-413.
- Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In R. R. Sinkovics & P. N. Ghauri (Eds.), New challenges to International Marketing (pp. 277-319). Emerald Group Publishing Limited.
- Hong, S. J., Choi, D., & Chae, J. (2020). Exploring different airport users’ service quality satisfaction between service providers and air travelers. Journal of Retailing and Consumer Services, 52, 101917.
- International Air Transport Association (IATA). (2018). Annual review 2018. 74th Annual General Meeting and World Air Transport Summit 2018. Sydney.
- International Air Transport Association (IATA). (2019). Annual review 2019. 75th Annual General Meeting and World Air Transport Summit 2019. Seoul
- Irandu, E. (2018). Air transport security in Kenya. In J. S. Szyliowicz & L. Zamparini (Eds.), Air Transport Security. Edward Elgar Publishing.
- Karagiannis, I., Vouros, P., Skouloudis, A., & Evangelinos, K. (2019). Sustainability reporting, materiality, and accountability assessment in the airport industry. Business Strategy and the Environment, 28(7), 1370-1405.
- Kohli, S., & Muthusamy, S. (2018). Application of big data technologies for quantifying the key factors impacting passenger journey in a multi-modal transportation environment. In S. Kohli, A. Kumar, J. Easton, & C. Roberts (Eds.), Innovative Applications of Big Data in the Railway Industry (pp. 291-319). IGI Global.
- Lee, J. (2019). A step toward ending long airport security lines: The modified boarding pass (Master’s Thesis). Embry-Riddle Aeronautical University.
- Lum, C., Crafton, P. Z., Parsons, R., Beech, D., Smarr, T., & Connors, M. (2015). Discretion and fairness in airport security screening. Security Journal, 28(4), 352-373.
- Mazhar, S., Wu, P. P. Y., & Rosemann, M. (2019). Designing complex socio-technical process systems – The airport example. Business Process Management Journal, 25(5), 1101-1125.
- Monterrubio, C., Andriotis, K., & Rodríguez-Muñoz, G. (2020). Residents’ perceptions of airport construction impacts: A negativity bias approach. Tourism Management, 77, 103983.
- 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.
- Nahvi, A. (2019). Integrated stochastic economics performance evaluation of horizontal infrastructure systems. Iowa State University.
- Nikolova, C., & Garkova, V. (2022). Evaluating the impacts of passengers’ rights policy on the competitiveness of airlines and airport operators using the dynamic programming approach. Economic Studies Journal, 31(1), 94-117.
- Ormerod, T. C., & Dando, C. J. (2015). Finding a needle in a haystack: Toward a psychologically informed method for aviation security screening. Journal of Experimental Psychology: General, 144(1), 76-84.
- Oxford Economics. (2014). Quantifying the economic impact of aviation in Dubai.
- Pitchforth, J., Wu, P., Fookes, C., & Mengersen, K. (2015). Processing passengers efficiently: An analysis of airport processing times for international passengers. Journal of Air Transport Management, 49, 35-45.
- Prentice, C., & Kadan, M. (2019). The role of airport service quality in airport and destination choice. Journal of Retailing and Consumer Services, 47, 40-48.
- Roscoe, J. T. (1975). Fundamental research statistics for the behavioral sciences (2nd ed.). New York: Holt Rinehart and Winston.
- Sakano, R., Obeng, K., & Fuller, K. (2016). Airport security and screening satisfaction: A case study of US. Journal of Air Transport Management, 55, 129-138.
- Schmidt, M. (2017). A review of aircraft turnaround operations and simulations. Progress in Aerospace Sciences, 92, 25-38.
- Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach (7th ed.). John Wiley & Sons.
- Shamaoun, M. O. M. (2017). Airport service quality and passengers satisfaction. Sudan University of Science and Technology.
- Sharma, S. (2000). Managerial interpretations and organizational context as predictors of corporate choice of environmental strategy. Academy of Management Journal, 43(4), 681-97.
- Turak, N. (2018, April 13). Abu Dhabi wants to use tourism mega-projects to diversify away from oil. CNBC.
- Wattanacharoensil, W., Schuckert, M., Graham, A., & Dean, A. (2017). An analysis of the airport experience from an air traveler perspective. Journal of Hospitality Tourism Management, 32, 124-135.
- Weydner-Volkmann, S. (2017). Risk based passenger screening in aviation security: Implications and variants of a new paradigm. In E. Orrù, M. G. Porcedda, & S. Weydner-Volkmann (Eds.), Rethinking Surveillance and Control (pp. 49-83). Baden-Baden: Nomos.
- Wiredja, D. (2017). Assessment of airport service performance: A passenger-centred model. Queensland University of Technology.
- Wiredja, D., Popovic, V., & Blackler, A. (2019). A passenger-centred model in assessing airport service performance. Journal of Modelling in Management, 14(2), 492-520.
- Wu, C. L., & Chen, Y. (2019). Effects of passenger characteristics and terminal layout on airport retail revenue: An agent-based simulation approach. Transportation Planning and Technology, 42(2), 167-186.
- Wu, P. P-Y., & Mengersen, K. (2013). A review of models and model usage scenarios for an airport complex system. Transportation Research part A: Policy and Practice, 47, 124-140.
- Wyman, O. (2012). Guide to airport performance measures. Airports Council International. Montreal: Oliver Wyman Inc.
- Yu, M., & Hyun, S. S. (2021). Development of Modern Racism Scale in Global Airlines: A Study of Asian Female Flight Attendants. International Journal of Environmental Research and Public Health, 18, 2688.
- Zhao, L., Lu, Y., Zhang, L., & Chau, P. Y. K. (2020). Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision Support Systems, 52(3), 645-656.
- Zikmund, W. G., Babin, B. J., Griffin, M., & Carr, J. C. (2010). Business research method (8th ed.). Mason, OH: South-Western Cengage Learning.
Close
Problems and Perspectives in Management