{"id":"https://openalex.org/W4384698014","doi":"https://doi.org/10.1108/bij-11-2022-0702","title":"Customer satisfaction and airport efficiency in Brazil: a hybrid NDEA-AHP approach","display_name":"Customer satisfaction and airport efficiency in Brazil: a hybrid NDEA-AHP approach","publication_year":2023,"publication_date":"2023-07-18","ids":{"openalex":"https://openalex.org/W4384698014","doi":"https://doi.org/10.1108/bij-11-2022-0702"},"language":"en","primary_location":{"id":"doi:10.1108/bij-11-2022-0702","doi":"https://doi.org/10.1108/bij-11-2022-0702","is_oa":false,"landing_page_url":"https://doi.org/10.1108/bij-11-2022-0702","pdf_url":null,"source":{"id":"https://openalex.org/S20489460","display_name":"Benchmarking An International Journal","issn_l":"1463-5771","issn":["1463-5771","1758-4094"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Benchmarking: An International Journal","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5000757081","display_name":"Rafael Teixeira","orcid":"https://orcid.org/0000-0002-7643-6084","observed_orcids":["https://orcid.org/0000-0002-7643-6084"]},"institutions":[{"id":"https://openalex.org/I122140584","display_name":"Universidade Federal do Rio de Janeiro","ror":"https://ror.org/03490as77","country_code":"BR","type":"education","lineage":["https://openalex.org/I122140584"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Rafael Teixeira","raw_affiliation_strings":["COPPEAD Graduate Business School, Federal University of Rio de Janeiro, Rio de Janeiro, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"COPPEAD Graduate Business School, Federal University of Rio de Janeiro, Rio de Janeiro, Brazil","institution_ids":["https://openalex.org/I122140584"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5022628459","display_name":"Jorge Junio Moreira Antunes","orcid":"https://orcid.org/0000-0003-3199-5912","observed_orcids":["https://orcid.org/0000-0003-3199-5912"]},"institutions":[{"id":"https://openalex.org/I122140584","display_name":"Universidade Federal do Rio de Janeiro","ror":"https://ror.org/03490as77","country_code":"BR","type":"education","lineage":["https://openalex.org/I122140584"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Jorge Junio Moreira Antunes","raw_affiliation_strings":["COPPEAD Graduate Business School, Federal University of Rio de Janeiro, Rio de Janeiro, Brazil"],"raw_orcid":"https://orcid.org/0000-0003-3199-5912","affiliations":[{"raw_affiliation_string":"COPPEAD Graduate Business School, Federal University of Rio de Janeiro, Rio de Janeiro, Brazil","institution_ids":["https://openalex.org/I122140584"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5047648051","display_name":"Peter W\u00e4nke","orcid":"https://orcid.org/0000-0003-1395-8907","observed_orcids":["https://orcid.org/0000-0003-1395-8907"]},"institutions":[{"id":"https://openalex.org/I122140584","display_name":"Universidade Federal do Rio de Janeiro","ror":"https://ror.org/03490as77","country_code":"BR","type":"education","lineage":["https://openalex.org/I122140584"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Peter Wanke","raw_affiliation_strings":["COPPEAD Graduate Business School, Federal University of Rio de Janeiro, Rio de Janeiro, Brazil"],"raw_orcid":"https://orcid.org/0000-0003-1395-8907","affiliations":[{"raw_affiliation_string":"COPPEAD Graduate Business School, Federal University of Rio de Janeiro, Rio de Janeiro, Brazil","institution_ids":["https://openalex.org/I122140584"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5084544562","display_name":"Henrique Luiz Corr\u00eaa","orcid":"https://orcid.org/0000-0001-9191-1106","observed_orcids":["https://orcid.org/0000-0001-9191-1106"]},"institutions":[{"id":"https://openalex.org/I90840245","display_name":"Rollins College","ror":"https://ror.org/009vh5d61","country_code":"US","type":"education","lineage":["https://openalex.org/I90840245"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Henrique Luiz Correa","raw_affiliation_strings":["Crummer Graduate School of Business, Rollins College, Winter Park, Florida, USA"],"raw_orcid":"https://orcid.org/0000-0001-9191-1106","affiliations":[{"raw_affiliation_string":"Crummer Graduate School of Business, Rollins College, Winter Park, Florida, USA","institution_ids":["https://openalex.org/I90840245"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5078637517","display_name":"Yong Tan","orcid":"https://orcid.org/0000-0002-3482-1574","observed_orcids":["https://orcid.org/0000-0002-3482-1574"]},"institutions":[{"id":"https://openalex.org/I139894009","display_name":"University of Bradford","ror":"https://ror.org/00vs8d940","country_code":"GB","type":"education","lineage":["https://openalex.org/I139894009"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Yong Tan","raw_affiliation_strings":["Faculty of Management Law and Social Sciences, University of Bradford, Bradford, UK"],"raw_orcid":"https://orcid.org/0000-0002-3482-1574","affiliations":[{"raw_affiliation_string":"Faculty of Management Law and Social Sciences, University of Bradford, Bradford, UK","institution_ids":["https://openalex.org/I139894009"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.963,"has_fulltext":false,"cited_by_count":10,"citation_normalized_percentile":{"value":0.93785966,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":97,"max":99},"biblio":{"volume":"31","issue":"7","first_page":"2239","last_page":"2266"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11599","display_name":"Aviation Industry Analysis and Trends","score":0.8568999767303467,"subfield":{"id":"https://openalex.org/subfields/2000","display_name":"General Economics, Econometrics and Finance"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11599","display_name":"Aviation Industry Analysis and Trends","score":0.8568999767303467,"subfield":{"id":"https://openalex.org/subfields/2000","display_name":"General Economics, Econometrics and Finance"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10357","display_name":"Efficiency Analysis Using DEA","score":0.14100000262260437,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0006000000284984708,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9390000104904175},{"id":"https://openalex.org/keywords/airport-efficiency","display_name":"airport efficiency","score":0.9959999918937683},{"id":"https://openalex.org/keywords/brazilian-airports","display_name":"Brazilian airports","score":0.6570000052452087},{"id":"https://openalex.org/keywords/infrastructure-efficiency","display_name":"infrastructure efficiency","score":0.7839999794960022},{"id":"https://openalex.org/keywords/enterprise-efficiency","display_name":"enterprise efficiency","score":0.9860000014305115},{"id":"https://openalex.org/keywords/network-data-envelopment-analysis","display_name":"network data envelopment analysis","score":0.7229999899864197},{"id":"https://openalex.org/keywords/analytic-hierarchy-process","display_name":"analytic hierarchy process","score":0.9490000009536743},{"id":"https://openalex.org/keywords/airport-privatization","display_name":"airport privatization","score":0.8289999961853027},{"id":"https://openalex.org/keywords/scale-efficiency","display_name":"scale efficiency","score":0.6919999718666077},{"id":"https://openalex.org/keywords/airport-investment","display_name":"airport investment","score":0.6919999718666077}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7300673723220825},{"id":"https://openalex.org/C22088475","wikidata":"https://www.wikidata.org/wiki/Q647974","display_name":"Data envelopment analysis","level":2,"score":0.7269606590270996},{"id":"https://openalex.org/C87345402","wikidata":"https://www.wikidata.org/wiki/Q485202","display_name":"Analytic hierarchy process","level":2,"score":0.7247992753982544},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5560636520385742},{"id":"https://openalex.org/C109747225","wikidata":"https://www.wikidata.org/wiki/Q815758","display_name":"Scarcity","level":2,"score":0.5222597718238831},{"id":"https://openalex.org/C27548731","wikidata":"https://www.wikidata.org/wiki/Q88272","display_name":"Investment (military)","level":3,"score":0.4698551893234253},{"id":"https://openalex.org/C2778755073","wikidata":"https://www.wikidata.org/wiki/Q10858537","display_name":"Scale (ratio)","level":2,"score":0.4331350326538086},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4265735149383545},{"id":"https://openalex.org/C134560507","wikidata":"https://www.wikidata.org/wiki/Q753291","display_name":"Environmental economics","level":1,"score":0.36899125576019287},{"id":"https://openalex.org/C40700","wikidata":"https://www.wikidata.org/wiki/Q1411783","display_name":"Industrial organization","level":1,"score":0.3223251700401306},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.2628152370452881},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.2461647093296051},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.17109689116477966},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.16748324036598206},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.08459660410881042},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.08001217246055603},{"id":"https://openalex.org/C126255220","wikidata":"https://www.wikidata.org/wiki/Q141495","display_name":"Mathematical optimization","level":1,"score":0.0},{"id":"https://openalex.org/C58640448","wikidata":"https://www.wikidata.org/wiki/Q42515","display_name":"Cartography","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C94625758","wikidata":"https://www.wikidata.org/wiki/Q7163","display_name":"Politics","level":2,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/bij-11-2022-0702","doi":"https://doi.org/10.1108/bij-11-2022-0702","is_oa":false,"landing_page_url":"https://doi.org/10.1108/bij-11-2022-0702","pdf_url":null,"source":{"id":"https://openalex.org/S20489460","display_name":"Benchmarking An International Journal","issn_l":"1463-5771","issn":["1463-5771","1758-4094"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Benchmarking: An International Journal","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.8970999717712402,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"},{"score":0.4000000059604645,"id":"https://metadata.un.org/sdg/11","display_name":"Sustainable cities and communities"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":77,"referenced_works":["https://openalex.org/W651868725","https://openalex.org/W1534134546","https://openalex.org/W1785767393","https://openalex.org/W1967167012","https://openalex.org/W1967738532","https://openalex.org/W1971341831","https://openalex.org/W1972013209","https://openalex.org/W1974354690","https://openalex.org/W1977936157","https://openalex.org/W1978927023","https://openalex.org/W1979609857","https://openalex.org/W1991514060","https://openalex.org/W1991763119","https://openalex.org/W1993147828","https://openalex.org/W1994217814","https://openalex.org/W2003472573","https://openalex.org/W2009147762","https://openalex.org/W2015437123","https://openalex.org/W2026654495","https://openalex.org/W2027811520","https://openalex.org/W2029369144","https://openalex.org/W2031990161","https://openalex.org/W2038049555","https://openalex.org/W2041711461","https://openalex.org/W2044280431","https://openalex.org/W2045129056","https://openalex.org/W2045296237","https://openalex.org/W2047946574","https://openalex.org/W2052840737","https://openalex.org/W2058611290","https://openalex.org/W2059432226","https://openalex.org/W2063939201","https://openalex.org/W2069602751","https://openalex.org/W2074010915","https://openalex.org/W2076452041","https://openalex.org/W2078480198","https://openalex.org/W2085291901","https://openalex.org/W2087164274","https://openalex.org/W2087620639","https://openalex.org/W2089277622","https://openalex.org/W2089643336","https://openalex.org/W2095569416","https://openalex.org/W2110250287","https://openalex.org/W2136915270","https://openalex.org/W2141340552","https://openalex.org/W2143114661","https://openalex.org/W2153174601","https://openalex.org/W2242418066","https://openalex.org/W2330414452","https://openalex.org/W2337460241","https://openalex.org/W2346556105","https://openalex.org/W2350735365","https://openalex.org/W2560023856","https://openalex.org/W2610644070","https://openalex.org/W2611284547","https://openalex.org/W2655325244","https://openalex.org/W2757255785","https://openalex.org/W2792271586","https://openalex.org/W2792998918","https://openalex.org/W2800175123","https://openalex.org/W2891687335","https://openalex.org/W2898853957","https://openalex.org/W2899460467","https://openalex.org/W2901840502","https://openalex.org/W2904940686","https://openalex.org/W2905140927","https://openalex.org/W2905760991","https://openalex.org/W2955754891","https://openalex.org/W2957939893","https://openalex.org/W3082399064","https://openalex.org/W3086176107","https://openalex.org/W3103673896","https://openalex.org/W3126759236","https://openalex.org/W3153179218","https://openalex.org/W3160001980","https://openalex.org/W4200016337","https://openalex.org/W4200440201"],"related_works":["https://openalex.org/W2943568361","https://openalex.org/W3082399064","https://openalex.org/W1974354690","https://openalex.org/W2044280431","https://openalex.org/W7008013445","https://openalex.org/W1979609857","https://openalex.org/W7054704751","https://openalex.org/W2939475102","https://openalex.org/W4388751167","https://openalex.org/W7223108714"],"abstract_inverted_index":{"Purpose":[0],"This":[1],"paper":[2],"aims":[3],"to":[4,128],"measure":[5],"and":[6,13,33,78,84,114,117,133,154],"unveil":[7],"the":[8,17,40,43,49,56,60,64,73,90,99,148],"relationship":[9],"between":[10],"customer":[11,105,138,151],"satisfaction":[12,106],"efficiency":[14,58,80,102,132],"levels":[15,81,103],"in":[16,124,158],"most":[18],"relevant":[19],"Brazilian":[20],"airports.":[21],"Design/methodology/approach":[22],"The":[23,45],"authors":[24],"utilize":[25],"a":[26,110,143],"two-stage":[27],"network":[28,50],"DEA":[29],"(data":[30],"envelopment":[31],"analysis)":[32],"AHP":[34],"(analytic":[35],"hierarchy":[36],"process)":[37],"model":[38],"as":[39],"cornerstones":[41],"of":[42,48,59,101,112,145],"study.":[44],"first":[46],"stage":[47,66],"productive":[51],"structure":[52],"focuses":[53],"on":[54,104],"examining":[55,147],"infrastructure":[57,77],"selected":[61],"airports,":[62,88],"while":[63],"second":[65],"assesses":[67],"their":[68],"business":[69,79],"efficiency.":[70],"Findings":[71],"Although":[72],"results":[74,92],"indicate":[75],"that":[76,98],"are":[82],"heterogeneous":[83],"widely":[85],"dispersed":[86],"across":[87],"controlling":[89],"regression":[91],"with":[93],"different":[94],"contextual":[95],"variables":[96],"suggests":[97],"impact":[100],"is":[107,126,142],"mediated":[108],"by":[109],"set":[111],"socio-economic":[113],"demographic":[115],"(endogenous)":[116],"regulatory":[118],"(exogenous)":[119],"variables.":[120],"Furthermore,":[121],"encouraging":[122],"investment":[123],"airports":[125],"necessary":[127],"achieve":[129],"higher":[130],"infrastructural":[131],"scale":[134],"efficiency,":[135,156],"thereby":[136],"improving":[137],"satisfaction.":[139],"Originality/value":[140],"There":[141],"scarcity":[144],"studies":[146],"relationships":[149],"among":[150],"satisfaction,":[152],"privatization":[153],"airport":[155],"particularly":[157],"developing":[159],"countries":[160],"like":[161],"Brazil.":[162]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":7}],"updated_date":"2026-10-23T09:35:12.469056","created_date":"2023-07-20T00:00:00"}