Purpose The purpose of this paper is to outline the evolution of research on airport service
quality and measurement index of passenger satisfaction to explore opportunities for future …

The increasing adoption of AI chatbots in online shopping assistance, as a complement or
substitute for human frontline employees (HFLEs), leads to the question whether HFLEs …

Online reviews have been used effectively to understand customers' satisfaction and
preferences. COVID-19 crisis has significantly impacted customers' satisfaction in several …

Airports have evolved into key business centers in the last four decades, serving a variety of
business models in addition to providing transportation infrastructure. Additionally, service …

Consumer satisfaction in e-commerce directly depends on logistical services. There is a
constant dilemma in which logistical service dimensions affect consumers' product …

In the service industry, word of mouth (WOM) has become an important indicator for
influencing customer behaviour and developing marketing strategies. The current study …

Sažetak Evaluating air transport service quality is fundamen-tal to ensure acceptable quality
standards for users and improve the services offered to passengers and tourists. In the …

Based on the analysis of 2278 online passenger ratings of airports worldwide, this study
uses a standard multinomial logit model to determine the likelihood of a passenger being a …

Airport service quality (ASQ) is a competitive advantage for airport management in today's
airport market. Since the COVID-19 health crisis has unprecedentedly influenced airport …

Purpose Since banks do not sell tangible products, they rely heavily on customer
interactions and retention, which requires service quality, customer satisfaction and …