IDEAS home Printed from https://ideas.repec.org/a/aza/jam000/y2011v5i4p335-339.html
   My bibliography  Save this article

Predicting Skytrax airport rankings from customer reviews

Author

Listed:
  • Pérezgonzález, Jose D.
  • Gilbey, Andrew

Abstract

Skytrax audits and ranks airports internationally and also gives passenger-based satisfaction awards in its yearly ‘World Airport Awards’. These awards attract international interest and are used by some airports for promotional purposes. Yet, the airports actually audited are but a small percentage of the airports in the world, and represent only 3 per cent of the airports listed by Skytrax as open to review by passengers in its website in 2010. This research paper explores the possibility of using customers' reviews to predict Skytrax audit scores as an alternative way of ranking the remaining 97 per cent of airports. The regression formula retained correlates highly with the criterion variable, accounting for 58 per cent of its variance. These results are promising, and support the idea of re-engineering better customer reviews in order to use them as a ranking benchmark, a solution which has the potential of covering a larger population of airports and being more meaningful both to passengers and airport managers alike.

Suggested Citation

  • Pérezgonzález, Jose D. & Gilbey, Andrew, 2011. "Predicting Skytrax airport rankings from customer reviews," Journal of Airport Management, Henry Stewart Publications, vol. 5(4), pages 335-339, July.
    • Handle: RePEc:aza:jam000:y:2011:v:5:i:4:p:335-339
    as

    Download full text from publisher

    File URL: https://hstalks.com/article/2812/download/
    Download Restriction: Requires a paid subscription for full access.
    File URL: https://hstalks.com/article/2812/
    Download Restriction: Requires a paid subscription for full access.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Keywords

    airport; quality; management; Skytrax; regression analysis;
    All these keywords.

    JEL classification:

    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aza:jam000:y:2011:v:5:i:4:p:335-339. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Henry Stewart Talks (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.