Page 36 - April_2024 Broucher.indd
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Pankaj Vishwakarma
Title: What makes customers of airport lounges satisfied and more? Impact of culture and travel class
Journal: Journal of Air Transport Management
The study explores the relative importance of various service factors
related to airport-lounge that reflects customer satisfaction and
recommendation behavior of the consumers, who are different in terms
of their travel class and culture. We use the airport-lounge review dataset
comprising 2261 reviews on 786 lounges from 202 airports between 2015
and 2019. Using construal level theory and expectation disconfirmation
theory, we found the relative importance of various service attributes,
categorized into process-outcome and actual—intangible dimensions.
We also found the moderating roles of travel class and the cultural
background of travelers of such relative importance. The study is one
of the pioneering studies on customer evaluations of airport-lounge service, a critical hospitality service in the
airline industry. The results also help the airport-lounge managers in lounge service design, customer segmentation,
targeted communication, and customer relationship management.
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