Bae, Wonmi; Chi, Junwook - In: Journal of risk and financial management : JRFM 15 (2022) 1, pp. 1-19
This paper explores passengers’ perceptions toward airport service quality through a content analysis. Using 1341 review comments posted on the Skytrax website, we identify satisfiers, dissatisfiers, and performance factors that determine passengers’ experiences at the Honolulu International...