ASQual: measuring tourist perceived service quality in an airport setting

Abstract

Airport managements have begun to identify tourists as an important customer segment. Yet, existing scales to measure airport service quality are too generic and they largely fail to capture the expectations and service quality perceptions by tourists. This paper reports the results of a research project aimed at developing a scale to measure service quality in the airport setting as perceived by international inbound tourists. The study has resulted in a preliminary scale with 74 items and 11 dimensions. The relation between ASQual and selected consumption related intentions are also explored.