Passengers鈥?perceptions of airline lounges: Importance of attributes that determine usage and service quality measurement

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• 作者：Seohui Han^a ; ¹ ; ^{hisoo337@hotmail.com} ; Seonok (Sunny) Ham^b ; ² ; ^{sham@kyungwon.ac.kr} ; Ilsun Yang^c ; ³ ; ^{isyang@yonsei.ac.kr} ; Seunghee Baek^d ; ^{moscow@shingu.ac.kr}
• 关键词：Airline lounge ; Service quality ; F&B service ; Atmosphere
• 刊名：Tourism Management
• 出版年：2012
• 期刊代码：83_02615177
• 类别：bus
• 出版时间：October, 2012
• 卷：33
• 期：5
• 页码：1103-1111
• 文件大小：386 K

摘要

The current exploratory study investigates passengers鈥?perceptions of airline lounges by measuring the importance of attributes that determine usage and service quality in those facilities. Data collection was the result of a survey of airline lounge users at the Incheon International Airport, South Korea. The attributes that determine airline lounge usage categorize as: image and accessibility, atmosphere, food and beverage (F&B) service, and facility鈥檚 dimensions. Atmosphere and F&B service prove to be the most important dimensions affecting passengers鈥?use of the airline lounge. Service quality variables determining passengers鈥?perceptions of the airline lounge categorize as: atmosphere, F&B service, employee service, and facility鈥檚 dimensions. Among the service quality dimensions, F&B service was the strongest predictor of overall satisfaction and lounge revisit intention. Furthermore, the study considers the relationship of overall satisfaction and lounge revisit intention according to airline selection.