IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v16y2024i3p1164-d1329607.html
   My bibliography  Save this article

A Hybrid MRA-BN-NN Approach for Analyzing Airport Service Based on User-Generated Contents

Author

Listed:
  • Thitinan Pholsook

    (Engineering Program in Energy and Logistics Management 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, Thammasat School of Engineering, Thammasat University, Pathum Thani 12120, Thailand)

  • Vatanavongs Ratanavaraha

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

Abstract

As the world transitions from the COVID-19 pandemic to a new normal, the Airports Council International (ACI) has disclosed that the Asia-Pacific region is lagging other regions in terms of air traffic recovery. This research comprehensively examines passenger satisfaction at leading airports in Southeast Asia. A multimethod approach incorporating multiple regression analysis, Bayesian networks, and neural network analysis was utilized to scrutinize user-generated content from Skytrax. The study contemplates eight distinct attributes of airport customer ratings: queuing time, cleanliness, seating areas, signage, food services, retail options, Wi-Fi availability, and staff courtesy. The findings reveal that queuing time and staff courtesy are the most important factors influencing the overall airport service rating. These results provide empirical evidence supporting the enhancement of airport services in the region and contribute significantly to the theoretical understanding and managerial implications for airport management and authorities. This research thus offers a valuable resource for improving service quality and operational efficiency in the airport industry, which could lead to a recovery and increase in the number of air passengers in this region.

Suggested Citation

  • Thitinan Pholsook & Warit Wipulanusat & Vatanavongs Ratanavaraha, 2024. "A Hybrid MRA-BN-NN Approach for Analyzing Airport Service Based on User-Generated Contents," Sustainability, MDPI, vol. 16(3), pages 1-20, January.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:3:p:1164-:d:1329607
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/16/3/1164/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/16/3/1164/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Marko Sarstedt & Erik Mooi, 2019. "A Concise Guide to Market Research," Springer Texts in Business and Economics, Springer, edition 3, number 978-3-662-56707-4, August.
    2. Jianxin Lin & Rui Song & Jifeng Dai & Pengpeng Jiao, 2014. "Pedestrian Guiding Signs Optimization for Airport Terminal," Discrete Dynamics in Nature and Society, Hindawi, vol. 2014, pages 1-14, February.
    3. Graham, Anne, 2009. "How important are commercial revenues to today's airports?," Journal of Air Transport Management, Elsevier, vol. 15(3), pages 106-111.
    4. Luca D’Alonzo & Maria Chiara Leva & Edgardo Bucciarelli, 2021. "Comparing Passenger Satisfaction, Employees’ Perspective and Performance on Quality and Safety Indicators: A Field Study," Sustainability, MDPI, vol. 13(10), pages 1-25, May.
    5. Roshli Aniyeri & Ratnam Nadar, 2018. "Passengers queue analysis in international airports terminals in Kerala using multiphase queuing system," International Journal of Mathematics in Operational Research, Inderscience Enterprises Ltd, vol. 12(1), pages 1-30.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mahmut Bakır & Şahap Akan & Emircan Özdemir & Phi-Hung Nguyen & Jung-Fa Tsai & Hong-Anh Pham, 2022. "How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews," Sustainability, MDPI, vol. 14(4), pages 1-20, February.
    2. Wang, Siqi & Cheah, Jun-Hwa & Lim, Xin-Jean & Leong, Yee Choy & Choo, Wei Chong, 2022. "Thanks COVID-19, I'll reconsider my purchase: Can fear appeal reduce online shopping cart abandonment?," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    3. Jiang, Changmin & Zhang, Anming, 2015. "Airport congestion pricing and terminal investment: Effects of terminal congestion, passenger types, and concessionsAuthor-Name: Wan, Yulai," Transportation Research Part B: Methodological, Elsevier, vol. 82(C), pages 91-113.
    4. Lupo, Toni, 2015. "Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 249-259.
    5. Sarker, Moniruzzaman & Mohd-Any, Amrul Asraf & Kamarulzaman, Yusniza, 2021. "Validating a consumer-based service brand equity (CBSBE) model in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    6. Kincses, Áron & Tóth, Géza & Tömöri, Mihály & Michalkó, Gábor, 2017. "Characteristics of transit tourism in Hungary with a focus on expenditure," MPRA Paper 76854, University Library of Munich, Germany.
    7. Ivaldi, Marc & Sokullu, Senay & Toru, Tuba, 2015. "Airport Prices in a Two-Sided Market Setting: Major US Airports," CEPR Discussion Papers 10658, C.E.P.R. Discussion Papers.
    8. 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.
    9. Minhua Shao & Congcong Xie & Lijun Sun & Lijuan Jiang, 2019. "Optimal Layout of Static Guidance Information in Comprehensive Transportation Hubs Based on Passenger Pathfinding Behavior," Sustainability, MDPI, vol. 11(13), pages 1-21, July.
    10. Fasone, Vincenzo & Kofler, Lukas & Scuderi, Raffaele, 2016. "Business performance of airports: Non-aviation revenues and their determinants," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 35-45.
    11. Sarstedt, Marko & Hair, Joseph F. & Cheah, Jun-Hwa & Becker, Jan-Michael & Ringle, Christian M., 2019. "How to specify, estimate, and validate higher-order constructs in PLS-SEM," Australasian marketing journal, Elsevier, vol. 27(3), pages 197-211.
    12. Chen, Ying-Hsiu & Lai, Po-Lin, 2019. "Determining the relationship between ownership and technical efficiency by using a dynamic stochastic production frontier approach," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 61-67.
    13. Marko Sarstedt & Christian M Ringle & Jun-Hwa Cheah & Hiram Ting & Ovidiu I Moisescu & Lacramioara Radomir, 2020. "Structural model robustness checks in PLS-SEM," Tourism Economics, , vol. 26(4), pages 531-554, June.
    14. Tsunoda, Yushi, 2023. "Airport concession revenue sharing and entry deterrence," Economics of Transportation, Elsevier, vol. 33(C).
    15. Engel, Eduardo & Fischer, Ronald & Galetovic, Alexander, 2018. "The joy of flying: Efficient airport PPP contracts," Transportation Research Part B: Methodological, Elsevier, vol. 114(C), pages 131-146.
    16. Mahfuzur Rahman & Che Ruhana Isa & Muhammad Mehedi Masud & Moniruzzaman Sarker & Nazreen T. Chowdhury, 2021. "The role of financial behaviour, financial literacy, and financial stress in explaining the financial well-being of B40 group in Malaysia," Future Business Journal, Springer, vol. 7(1), pages 1-18, December.
    17. Marko Sarstedt & Jun-Hwa Cheah, 2019. "Partial least squares structural equation modeling using SmartPLS: a software review," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(3), pages 196-202, September.
    18. Rafael Sancho-Zamora & Isidro Peña-García & Santiago Gutiérrez-Broncano & Felipe Hernández-Perlines, 2021. "Moderating Effect of Proactivity on Firm Absorptive Capacity and Performance: Empirical Evidence from Spanish Firms," Mathematics, MDPI, vol. 9(17), pages 1-15, August.
    19. Tretheway, Michael W. & Markhvida, Kate, 2014. "The aviation value chain: Economic returns and policy issues," Journal of Air Transport Management, Elsevier, vol. 41(C), pages 3-16.
    20. Basco, Rodrigo & Hair, Joseph F. & Ringle, Christian M. & Sarstedt, Marko, 2022. "Advancing family business research through modeling nonlinear relationships: Comparing PLS-SEM and multiple regression," Journal of Family Business Strategy, Elsevier, vol. 13(3).

    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:gam:jsusta:v:16:y:2024:i:3:p:1164-:d:1329607. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    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.