01365931

Component

Projections suggest that senior travelers would represent a substantial proportion of the total airport users in the near future. In addition to passenger age, passenger gender may impact the perception of airport terminal performance. Despite the importance of passenger age and gender, limited research effort has been devoted to study the relationship between passenger age and gender and passenger perception of airport terminal quality of service performance. The objective of this paper is to fill this gap by studying the impact of passenger demographic factors (i.e., age and gender) on the passengers’ perception of airport terminal service quality. The paper employs statistical analysis to test the effect of passenger age and gender on the perceived importance of airport passenger terminal quality of service determinants, and perceived airport passenger terminal quality of service performance. Data collected at the Athens International Airport, Greece, were used to empirically test the relevant hypotheses. The empirical findings of this research suggest that the importance of quality of service determinants and the perceived performance of the terminal varies with age and gender. The allocation of different importance to the various quality of service determinants by different age and gender groups suggests that in evaluating the overall quality of service index of a terminal one needs to weight the various quality of service determinants according to the importance allocated to them by each age and gender group.

01362476

12-3021

English

18p

2012

Transportation Research Board 91st Annual Meeting

Digital/other

Figures; References; Tables

Age; Airport terminals; Empirical methods; Gender; Passengers; Quality of service; Statistical analysis

Athens International Airport

Aviation; Terminals and Facilities; I72: Traffic and Transport Planning

Transportation Research Board Annual Meeting 2012 Paper #12-3021

TRIS, TRB

Feb 8 2012 5:13PM