Questionnaire design for airport passenger experience survey

Wiredja, Dedy, Popovic, Vesna, & Blackler, Alethea (2015) Questionnaire design for airport passenger experience survey. In Proceedings of the 6th IASDR (The International Association of Societies of Design Research Congress), IASDR (The International Association of Societies of Design Research), Brisbane, Australia, pp. 2236-2254.

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Assessing airport service performance requires understanding of a complete set of passenger experiences covering all activities from departures to arrivals. Weight-based indicator models allow passengers to express their priority on certain evaluation criteria (airport domains) and their service attributes over the others. The application of multilevel regression analysis in questionnaire design is expected to overcome limitations of traditional questionnaires, which require application of all indicators with equal weight.

The development of a Taxonomy of Passenger Activities (TOPA), which captures all passenger processing and discretionary activities, has provided a novel perspective in understanding passenger experience in various airport domains. Based on further literature reviews on various service attributes at airport passenger terminals, this paper constitutes questionnaire design to employ a weighting method for all activities from the time passengers enter an airport domain at the departure terminal until leaving the arrival terminal (i.e. seven airport domains for departure, four airport domains during transit, and seven airport domains for arrival). The procedure of multilevel regression analysis is aimed not only at identifying the ranking of each evaluation criterion from the most important to the least important but also to explain the relationship between service attributes in each airport domain and overall service performance.

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ID Code: 90071
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
Keywords: Questionnaire Design, Passenger Experiences, Airport Service Performance, Airports
ISBN: 9780646943183
Divisions: Current > QUT Faculties and Divisions > Creative Industries Faculty
Past > Institutes > Institute for Creative Industries and Innovation
Copyright Owner: Copyright 2015 (please consult the authors)
Deposited On: 09 Nov 2015 23:14
Last Modified: 21 Jun 2017 14:51

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