PERCEPCIJE PUTNIKA O PERFORMANSAMA USLUGA ZRAČNIH LUKA — TRODIMENZIONALNA ANALIZA VAŽNOSTI I PERFORMANSI / PASSENGER PERCEPTIONS OF AIRPORT SERVICE PERFORMANCE — A THREE-DIMENSIONAL IMPORTANCE-PERFORMANCE ANALYSIS
Za turiste koji putuju zračnim prijevozom zračne luke u pravilu predstavljaju mjesto na kojem se stvara njihova prva i posljednja impresija o destinaciji. Stoga zračne luke nisu samo važan element turističke infrastrukture koja omogućava turističke tokove, nego i značajan element turističkog doživlj...
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| Veröffentlicht in: | Acta turistica 2010-12, Vol.22 (2), p.161-177 |
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| creator | PREBEŽAC, Darko MIKULIĆ, Josip JURKOVIĆ, Petra |
| description | Za turiste koji putuju zračnim prijevozom zračne luke u pravilu predstavljaju mjesto na kojem se stvara njihova prva i posljednja impresija o destinaciji. Stoga zračne luke nisu samo važan element turističke infrastrukture koja omogućava turističke tokove, nego i značajan element turističkog doživljaja koji pridonosi stvaranju zadovoljstva/nezadovoljstva turista. Cilj ovog rada je predstavljanje novog analitičkog okvira strateškog određivanja prioriteta u poboljšanju kvalitete usluga zračnih luka. Valjanost metodološkog okvira testirana je empirijskim istraživanjem na uzorku od 1017 putnika u jednoj od najvećih hrvatskih zračnih luka primjenom tehnike anketnog ispitivanja. Najznačajnije prednosti predloženog analitičkog okvira su (i) rješavanje nekih nedostataka tradicionalnog pristupa analizi važnosti i performansi, te (ii) uvažavanje možebitnih asimetričnih efekata u stvaranju zadovoljstvo korisnika. For tourists travelling by air, airports typically represent the places where their first and last impression of a destination is formed. Airports are thus not only an important element of the tourism infrastructure that facilitates tourism flows, but also an important element of the tourism experience that contributes to the creation of tourist satisfaction/dissatisfaction. In light of this, the aim of this study is to introduce a new analytical framework for prioritizing airport passenger services in quality improvement strategies. The managerial value of the framework is demonstrated in an empirical study which involved a survey of 1017 airline passengers at a major Croatian international airport. The main advantages of the proposed framework are that (a) it solves several shortcomings of traditional importance-performance analysis and (b) it accounts for possible asymmetric effects in customer satisfaction. |
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Stoga zračne luke nisu samo važan element turističke infrastrukture koja omogućava turističke tokove, nego i značajan element turističkog doživljaja koji pridonosi stvaranju zadovoljstva/nezadovoljstva turista. Cilj ovog rada je predstavljanje novog analitičkog okvira strateškog određivanja prioriteta u poboljšanju kvalitete usluga zračnih luka. Valjanost metodološkog okvira testirana je empirijskim istraživanjem na uzorku od 1017 putnika u jednoj od najvećih hrvatskih zračnih luka primjenom tehnike anketnog ispitivanja. Najznačajnije prednosti predloženog analitičkog okvira su (i) rješavanje nekih nedostataka tradicionalnog pristupa analizi važnosti i performansi, te (ii) uvažavanje možebitnih asimetričnih efekata u stvaranju zadovoljstvo korisnika. For tourists travelling by air, airports typically represent the places where their first and last impression of a destination is formed. 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Stoga zračne luke nisu samo važan element turističke infrastrukture koja omogućava turističke tokove, nego i značajan element turističkog doživljaja koji pridonosi stvaranju zadovoljstva/nezadovoljstva turista. Cilj ovog rada je predstavljanje novog analitičkog okvira strateškog određivanja prioriteta u poboljšanju kvalitete usluga zračnih luka. Valjanost metodološkog okvira testirana je empirijskim istraživanjem na uzorku od 1017 putnika u jednoj od najvećih hrvatskih zračnih luka primjenom tehnike anketnog ispitivanja. Najznačajnije prednosti predloženog analitičkog okvira su (i) rješavanje nekih nedostataka tradicionalnog pristupa analizi važnosti i performansi, te (ii) uvažavanje možebitnih asimetričnih efekata u stvaranju zadovoljstvo korisnika. For tourists travelling by air, airports typically represent the places where their first and last impression of a destination is formed. Airports are thus not only an important element of the tourism infrastructure that facilitates tourism flows, but also an important element of the tourism experience that contributes to the creation of tourist satisfaction/dissatisfaction. In light of this, the aim of this study is to introduce a new analytical framework for prioritizing airport passenger services in quality improvement strategies. The managerial value of the framework is demonstrated in an empirical study which involved a survey of 1017 airline passengers at a major Croatian international airport. 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Stoga zračne luke nisu samo važan element turističke infrastrukture koja omogućava turističke tokove, nego i značajan element turističkog doživljaja koji pridonosi stvaranju zadovoljstva/nezadovoljstva turista. Cilj ovog rada je predstavljanje novog analitičkog okvira strateškog određivanja prioriteta u poboljšanju kvalitete usluga zračnih luka. Valjanost metodološkog okvira testirana je empirijskim istraživanjem na uzorku od 1017 putnika u jednoj od najvećih hrvatskih zračnih luka primjenom tehnike anketnog ispitivanja. Najznačajnije prednosti predloženog analitičkog okvira su (i) rješavanje nekih nedostataka tradicionalnog pristupa analizi važnosti i performansi, te (ii) uvažavanje možebitnih asimetričnih efekata u stvaranju zadovoljstvo korisnika. For tourists travelling by air, airports typically represent the places where their first and last impression of a destination is formed. Airports are thus not only an important element of the tourism infrastructure that facilitates tourism flows, but also an important element of the tourism experience that contributes to the creation of tourist satisfaction/dissatisfaction. In light of this, the aim of this study is to introduce a new analytical framework for prioritizing airport passenger services in quality improvement strategies. The managerial value of the framework is demonstrated in an empirical study which involved a survey of 1017 airline passengers at a major Croatian international airport. The main advantages of the proposed framework are that (a) it solves several shortcomings of traditional importance-performance analysis and (b) it accounts for possible asymmetric effects in customer satisfaction.</abstract><pub>EKONOMSKI FAKULTET SVEUČILIŠTA U ZAGREBU / FACULTY OF ECONOMICS, UNIVERSITY OF ZAGREB</pub></addata></record> |
| fulltext | fulltext |
| identifier | ISSN: 0353-4316 |
| ispartof | Acta turistica, 2010-12, Vol.22 (2), p.161-177 |
| issn | 0353-4316 1848-6061 |
| language | eng |
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| source | Elektronische Zeitschriftenbibliothek - Frei zugängliche E-Journals; Jstor Complete Legacy; Alma/SFX Local Collection |
| subjects | Airports Consumer research Customer satisfaction Flight crews Marketing Ova Passengers Shopping Tourism Vehicular flight |
| title | PERCEPCIJE PUTNIKA O PERFORMANSAMA USLUGA ZRAČNIH LUKA — TRODIMENZIONALNA ANALIZA VAŽNOSTI I PERFORMANSI / PASSENGER PERCEPTIONS OF AIRPORT SERVICE PERFORMANCE — A THREE-DIMENSIONAL IMPORTANCE-PERFORMANCE ANALYSIS |
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