Title: ASQual: measuring tourist perceived service quality in an airport setting

Authors: Babu P. George; Tony L. Henthorne; Thomas R. Panko

Addresses: Alaska Pacific University, 4101 University Drive, Anchorage, AK, 99508, USA ' William Harrah College of Hotel Administration, University of Nevada, 4505 S. Maryland Parkway, Box 456013, Las Vegas, NV, 89154, USA ' University of Southern Mississippi, Box 5127, Hattiesburg, MS 39406, USA

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.

Keywords: airport services; service quality; scale development; tourism; tourist perceptions; airport management; international tourists; inbound tourists; tourist expectations; consumer intentions; airports.

DOI: 10.1504/IJBEX.2013.056093

International Journal of Business Excellence, 2013 Vol.6 No.5, pp.526 - 536

Published online: 14 Aug 2013 *

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