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A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality

Author

Listed:
  • Thitinan Pholsook

    (School of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, Thailand)

  • Warit Wipulanusat

    (Thammasat University Research Unit in Data Science and Digital Transformation, Department of Civil Engineering, Faculty of Engineering, Thammasat School of Engineering, Thammasat University, Pathumthani 12120, Thailand)

  • Poomporn Thamsatitdej

    (Thammasat University Research Unit in Data Science and Digital Transformation, College of Innovation, Thammasat University, Bangkok 10200, Thailand)

  • Sarawut Ramjan

    (Thammasat University Research Unit in Data Science and Digital Transformation, College of Innovation, Thammasat University, Bangkok 10200, Thailand)

  • Jirapon Sunkpho

    (Thammasat University Research Unit in Data Science and Digital Transformation, College of Innovation, Thammasat University, Bangkok 10200, Thailand)

  • Vatanavongs Ratanavaraha

    (School of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, Thailand)

Abstract

The novel coronavirus (COVID-19) outbreak has impacted the aviation industry worldwide. Several restrictions and regulations have been implemented to prevent the virus’s spread and maintain airport operations. To recover the trustworthiness of air travelers in the new normality, improving airport service quality (ASQ) is necessary, ultimately increasing passenger satisfaction in airports. This research focuses on the relationship between passenger satisfaction and the ASQ dimensions of airports in Thailand. A three-stage analysis model was conducted by integrating structural equation modeling, Bayesian networks, and artificial neural networks to identify critical ASQ dimensions that highly impact overall satisfaction. The findings reveal that airport facilities, wayfinding, and security are three dominant dimensions influencing overall passenger satisfaction. This insight could help airport managers and operators recover passenger satisfaction, increase trustworthiness, and maintain the efficiency of the airports in not only this severe crisis but also in the new normality.

Suggested Citation

  • Thitinan Pholsook & Warit Wipulanusat & Poomporn Thamsatitdej & Sarawut Ramjan & Jirapon Sunkpho & Vatanavongs Ratanavaraha, 2023. "A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality," Sustainability, MDPI, vol. 15(11), pages 1-20, May.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:11:p:8885-:d:1160890
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    References listed on IDEAS

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