Measuring service quality at King Fahd International Airport
International Journal of Services and StandardsPublished 1 January 2005
M. Sadiq Sohail, Abdulwahab Saeed Al Gahtani
Citations26
SJR quartileQ4
SJR score0.12
SNIP0.02
Generate an AI Snapshot to get a quick, structured summary of this paper.
Study Snapshot
ObjectiveStudy objective
MethodsResearch methodology
PopulationPopulation studied
Sample sizeSample sizes
OutcomesStudy outcomes here
ResultsStudy results comes here
LimitationsResearch study limitations comes here
A concise AI-generated summary of the paper will appear here once you click Generate AI Snapshot.
TL;DR
The development of the King Fahd International Airport in Dammam, Saudi Arabia, is reviewed and the challenges it faces in maintaining standards of service are reviewed.
Abstract
This paper studies the King Fahd International Airport in Dammam, Saudi Arabia, which began its operation in 1999. The paper reviews the development of the airport and the challenges it faces in maintaining standards of service. The study also undertakes an evaluation of the quality of airport service. Empirical research is used to determine the factors that influence travellers' evaluation of service quality. With data collected from 188 respondents, the study evaluates the satisfaction level of travellers on 25 dimensions identified. Then, the implications are discussed.
Keywords
Social SciencesEconomics, Econometrics and FinanceBusiness, Management and Accounting
Zenodo (CERN European Organization for Nuclear Research)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
21,201 Citations1988A. Parasuraman, Valarie A. Zeithaml +1 more
European Journal of MarketingA Service Quality Model and its Marketing Implications
6,517 Citations1984Christian Grönroos
Choice Reviews OnlineDelivering quality service: balancing customer perceptions and expectations
3,903 Citations1990
European Journal of MarketingSERVQUAL: review, critique, research agenda
1,735 Citations1996Francis Buttle
Journal of RetailingMore on improving service quality measurement
882 Citations1993A. Parasuraman, Leonard L. Berry +1 more
European Journal of MarketingThe Marketing Research Scene in Saudi Arabia
97 Citations1988Secil Tuncalp
Managing Service QualityDeveloping a quality index for US airports
74 Citations2000Dawna L. Rhoades, Blaise Waguespack +1 more
Transportation Research Part A Policy and PracticeMeasuring performance of airport passenger terminals
55 Citations1992Andrew C. Lemer
Industrial Management & Data SystemsDid your efforts really win customers’ satisfaction?
40 Citations2003Te‐King Chien, Tien‐Hsiang Chang +1 more
The latent variables in the NCSI models of different countries will be expressed in order to highlight all the efforts companies have made in promoting CS activities to win customers’ satisfaction and loyalty.
International Journal of Management and Enterprise DevelopmentCrafting an effective customer retention strategy: a review of halo effect on customer satisfaction in online auctions
34 Citations2005Bessie Chong, Michael Wong
Transportation Research Record Journal of the Transportation Research BoardCRITERIA FOR EVALUATING QUALITY OF SERVICE IN AIR TERMINALS
29 Citations1994Prianka N. Seneviratne, Nathalie Zinzia Torero Solano de Martel
International Journal of AdvertisingAttitudes Towards Advertising Among Executives in Saudi Arabia
13 Citations1990Secil Tuncalp
International Journal of Services and StandardsMethodological standard for service specification
13 Citations2004Klaus Turowski, Johannes Maria Zaha
A specification framework that was introduced for the specification of software components can be transfused to fulfil the requirements to specify services in general and is shown to be able to describe services all-embracing.
International Journal of Logistics Systems and ManagementComparing third party logistics usage in the service and manufacturing industries: a Saudi Arabian perspective
12 Citations2005M. Sadiq Sohail, Obaid Saad Al‐Abdali
International Journal of Services and StandardsA billing system for aeronautical passenger communications via heterogeneous wireless networks
10 Citations2004Andrea Lorelli, Massimo De Sanctis +2 more
The model builds on the inter-relationships of all the actors involved including aircraft passengers, airlines, service providers and network operators of the satellite networks, the terrestrial backbone networks and the PSTN networks, to provide aircraft passengers and the cabin crew with wireless multimedia communications services.
International Journal of Innovation and LearningImprove customer service through organisational learning: a case study
10 Citations2005Jason C.H. Chen, P. Pete Chong +2 more
EFFECTIVE MARKETING, A KEY TO AIRPORT SUCCESS.
6 Citations1998David Feldman, Mark Q. Shields
The results suggest that the efficacy of gabapentin in the treatment of mechanical allodynia is dependent on chemotherapy agent used, and may be partly due to the distinct effects of chemotherapy agents on the expression of alpha(2)delta-1 subunit of voltage-dependent calcium channel.