Development of a robust customer satisfaction index for domestic air journeys

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dc.citation.journalTitleResearch In Transportation Business And Managementeng
dc.contributor.authorMunoz, C.
dc.contributor.authorLaniado, H.
dc.contributor.authorCórdoba, J.
dc.contributor.departmentUniversidad EAFIT. Escuela de Cienciasspa
dc.contributor.researchgroupModelado Matemáticospa
dc.date.accessioned2021-04-12T14:07:20Z
dc.date.available2021-04-12T14:07:20Z
dc.date.issued2020-01-01
dc.description.abstractThis research proposes a Robust Customer Satisfaction Index for air domestic journeys (RCSI), which could be less sensitive to outlier data than index scores based on the American customer satisfaction index (ACSI) formulation. Since traveler experiences in air journeys are a chain of services related to departure airport service, airline service, and arrival airport service, a new index for measuring passenger satisfaction for air journeys is required. In a sense then, this study is the first step towards integrating satisfaction literature to propose a robust index for air journeys. The Structural Equation Model (SEM) was used to validate the theoretical model. The RCSI model was tested in the context of Colombian major domestic air-route where traveler's perceived quality and perceived value were found to predict significantly overall passenger satisfaction. In this study, we found that the RCSI score is similar to the average for the airline industry in ACSI. The findings show that the RCSI is less sensitive to outlier data than customer satisfaction indexes (CSIs) based on the ACSI model formulation. The RCSI model also allows the airline and airport managers to understand the specific factors, which significantly influence overall traveler satisfaction, by reading the causal relationship in the RCSI model. © 2020 Elsevier Ltdeng
dc.identifierhttps://eafit.fundanetsuite.com/Publicaciones/ProdCientif/PublicacionFrw.aspx?id=11968
dc.identifier.doi10.1016/j.rtbm.2020.100519
dc.identifier.issn22105395
dc.identifier.issn22105409
dc.identifier.otherWOS;000600401700025
dc.identifier.otherSCOPUS;2-s2.0-85088150596
dc.identifier.urihttp://hdl.handle.net/10784/27825
dc.language.isoengeng
dc.publisherElsevier Ltd
dc.relation.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85088150596&doi=10.1016%2fj.rtbm.2020.100519&partnerID=40&md5=ff33d4c2626541d1971a7a6e8ec7b6a1
dc.rightsElsevier Ltd
dc.sourceResearch In Transportation Business And Management
dc.subject.keywordAir journeyseng
dc.subject.keywordService quality and satisfaction indexeng
dc.subject.keywordTraveler satisfactioneng
dc.titleDevelopment of a robust customer satisfaction index for domestic air journeyseng
dc.typearticleeng
dc.typeinfo:eu-repo/semantics/articleeng
dc.typeinfo:eu-repo/semantics/publishedVersioneng
dc.typepublishedVersioneng
dc.type.localArtículospa

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