{"id":"https://openalex.org/W7208812733","doi":"https://doi.org/10.66314/famj.v4i3.1399","title":"Perceived Inclusiveness of Ground Handling Services and National Airline Brand Image: The Mediating Role of Passenger Experience among Passengers with Disabilities","display_name":"Perceived Inclusiveness of Ground Handling Services and National Airline Brand Image: The Mediating Role of Passenger Experience among Passengers with Disabilities","publication_year":2026,"publication_date":"2026-09-02","ids":{"openalex":"https://openalex.org/W7208812733","doi":"https://doi.org/10.66314/famj.v4i3.1399"},"language":"en","primary_location":{"id":"doi:10.66314/famj.v4i3.1399","doi":"https://doi.org/10.66314/famj.v4i3.1399","is_oa":true,"landing_page_url":"https://doi.org/10.66314/famj.v4i3.1399","pdf_url":"https://journal.globresco.com/index.php/FAMJ/article/download/1399/858","source":{"id":"https://openalex.org/S4387291972","display_name":"Fundamental and Applied Management Journal","issn_l":"2988-6333","issn":["2988-6333","2988-6341"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Fundamental and Applied Management Journal","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://journal.globresco.com/index.php/FAMJ/article/download/1399/858","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5061740246","display_name":"Bekti Setiadi","orcid":"https://orcid.org/0009-0000-4514-6650","observed_orcids":["https://orcid.org/0009-0000-4514-6650"]},"institutions":[{"id":"https://openalex.org/I4405274757","display_name":"Sekolah Tinggi Penerbangan Aviasi","ror":"https://ror.org/029pg6q33","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405274757"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Bekti Setiadi","raw_affiliation_strings":["Sekolah Tinggi Penerbangan Aviasi, Jakarta, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Sekolah Tinggi Penerbangan Aviasi, Jakarta, Indonesia","institution_ids":["https://openalex.org/I4405274757"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5150411966","display_name":"Binu Nuryadi","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Binu Nuryadi","raw_affiliation_strings":["Sekolah Tinggi Ilmu Komputer El Rahma, Bogor, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Sekolah Tinggi Ilmu Komputer El Rahma, Bogor, Indonesia","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5140651978","display_name":"Muchdir Ahmad Ronoatmojo","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405274757","display_name":"Sekolah Tinggi Penerbangan Aviasi","ror":"https://ror.org/029pg6q33","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405274757"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Muchdir Ahmad Ronoatmojo","raw_affiliation_strings":["Sekolah Tinggi Penerbangan Aviasi, Jakarta, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Sekolah Tinggi Penerbangan Aviasi, Jakarta, Indonesia","institution_ids":["https://openalex.org/I4405274757"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"4","issue":"3","first_page":"454","last_page":"467"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.6685000061988831,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.6685000061988831,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11599","display_name":"Aviation Industry Analysis and Trends","score":0.28999999165534973,"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/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.0215000007301569,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality 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/passengers-with-disabilities","display_name":"passengers with disabilities","score":0.8500000238418579},{"id":"https://openalex.org/keywords/mediation","display_name":"mediation","score":0.5580000281333923},{"id":"https://openalex.org/keywords/airport-accessibility","display_name":"airport accessibility","score":0.8159999847412109},{"id":"https://openalex.org/keywords/service-touchpoints","display_name":"service touchpoints","score":0.7720000147819519},{"id":"https://openalex.org/keywords/accessible-facilities","display_name":"accessible facilities","score":0.6830000281333923},{"id":"https://openalex.org/keywords/employee-competence","display_name":"employee competence","score":0.628000020980835}],"concepts":[{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.7031000256538391},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.619700014591217},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5449000000953674},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5286999940872192},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4417000114917755},{"id":"https://openalex.org/C165064840","wikidata":"https://www.wikidata.org/wiki/Q1321061","display_name":"Matching (statistics)","level":2,"score":0.43149998784065247},{"id":"https://openalex.org/C2984367651","wikidata":"https://www.wikidata.org/wiki/Q431289","display_name":"Brand image","level":2,"score":0.41350001096725464},{"id":"https://openalex.org/C185798385","wikidata":"https://www.wikidata.org/wiki/Q1161707","display_name":"Benchmark (surveying)","level":2,"score":0.4011000096797943},{"id":"https://openalex.org/C13606891","wikidata":"https://www.wikidata.org/wiki/Q2623243","display_name":"Conceptual model","level":2,"score":0.397599995136261},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.3831000030040741},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.37689998745918274},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.35429999232292175},{"id":"https://openalex.org/C22354355","wikidata":"https://www.wikidata.org/wiki/Q422009","display_name":"Partial least squares regression","level":2,"score":0.34279999136924744},{"id":"https://openalex.org/C198477413","wikidata":"https://www.wikidata.org/wiki/Q7647069","display_name":"Survey data collection","level":2,"score":0.33320000767707825},{"id":"https://openalex.org/C69738355","wikidata":"https://www.wikidata.org/wiki/Q1228929","display_name":"Linear discriminant analysis","level":2,"score":0.33149999380111694},{"id":"https://openalex.org/C2777877512","wikidata":"https://www.wikidata.org/wiki/Q1116097","display_name":"Common ground","level":2,"score":0.28940001130104065},{"id":"https://openalex.org/C109359841","wikidata":"https://www.wikidata.org/wiki/Q728944","display_name":"Inclusion (mineral)","level":2,"score":0.2736999988555908},{"id":"https://openalex.org/C2778491795","wikidata":"https://www.wikidata.org/wiki/Q25109883","display_name":"Structural approach","level":3,"score":0.2702000141143799},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.2678000032901764},{"id":"https://openalex.org/C40722632","wikidata":"https://www.wikidata.org/wiki/Q5160137","display_name":"Confirmatory factor analysis","level":3,"score":0.265500009059906},{"id":"https://openalex.org/C57375061","wikidata":"https://www.wikidata.org/wiki/Q453181","display_name":"Brand management","level":2,"score":0.25999999046325684},{"id":"https://openalex.org/C84679943","wikidata":"https://www.wikidata.org/wiki/Q1925442","display_name":"Common-method variance","level":2,"score":0.2572999894618988}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.66314/famj.v4i3.1399","doi":"https://doi.org/10.66314/famj.v4i3.1399","is_oa":true,"landing_page_url":"https://doi.org/10.66314/famj.v4i3.1399","pdf_url":"https://journal.globresco.com/index.php/FAMJ/article/download/1399/858","source":{"id":"https://openalex.org/S4387291972","display_name":"Fundamental and Applied Management Journal","issn_l":"2988-6333","issn":["2988-6333","2988-6341"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Fundamental and Applied Management Journal","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.66314/famj.v4i3.1399","doi":"https://doi.org/10.66314/famj.v4i3.1399","is_oa":true,"landing_page_url":"https://doi.org/10.66314/famj.v4i3.1399","pdf_url":"https://journal.globresco.com/index.php/FAMJ/article/download/1399/858","source":{"id":"https://openalex.org/S4387291972","display_name":"Fundamental and Applied Management Journal","issn_l":"2988-6333","issn":["2988-6333","2988-6341"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Fundamental and Applied Management Journal","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Reduced inequalities","score":0.7578999996185303,"id":"https://metadata.un.org/sdg/10"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7208812733.pdf","grobid_xml":"https://content.openalex.org/works/W7208812733.grobid-xml"},"referenced_works_count":27,"referenced_works":["https://openalex.org/W1975988952","https://openalex.org/W1978927023","https://openalex.org/W2014939815","https://openalex.org/W2019686574","https://openalex.org/W2027103985","https://openalex.org/W2030736130","https://openalex.org/W2033267424","https://openalex.org/W2043013449","https://openalex.org/W2047628115","https://openalex.org/W2073408464","https://openalex.org/W2105846236","https://openalex.org/W2144336601","https://openalex.org/W2266639535","https://openalex.org/W2281446919","https://openalex.org/W2341000876","https://openalex.org/W2422895071","https://openalex.org/W2782438257","https://openalex.org/W2905811773","https://openalex.org/W2944102012","https://openalex.org/W2948116144","https://openalex.org/W3034509840","https://openalex.org/W3041963600","https://openalex.org/W3181929700","https://openalex.org/W4391460455","https://openalex.org/W4415312571","https://openalex.org/W7154481757","https://openalex.org/W7160192934"],"related_works":["https://openalex.org/W7215279563","https://openalex.org/W7165185754","https://openalex.org/W2290590648","https://openalex.org/W7136929108","https://openalex.org/W7056813970","https://openalex.org/W7160318742","https://openalex.org/W2577463724","https://openalex.org/W4327595227","https://openalex.org/W2906154203","https://openalex.org/W7160192934"],"abstract_inverted_index":{"This":[0],"study":[1],"examines":[2],"whether":[3,33],"passengers":[4,50],"with":[5,15,51,59],"disabilities'":[6],"perceptions":[7],"of":[8,24],"inclusive":[9,17,215],"ground":[10,61],"handling":[11],"services":[12],"are":[13],"associated":[14],"their":[16],"passenger":[18,34],"experience":[19,35,58,217],"and":[20,32,89,111,204,209],"the":[21,25,172,178],"brand":[22,225],"image":[23],"national":[26],"airline":[27,224],"they":[28],"most":[29],"recently":[30],"used,":[31],"mediates":[36],"this":[37],"relationship.":[38],"A":[39],"quantitative":[40],"explanatory":[41],"design":[42],"was":[43,65,145,181],"applied":[44],"to":[45,223],"survey":[46],"data":[47],"from":[48],"300":[49],"disabilities":[52],"selected":[53],"purposively":[54],"based":[55],"on":[56,101],"direct":[57],"airport":[60],"services.":[62],"The":[63,78,138,183],"model":[64,80],"estimated":[66],"using":[67],"partial":[68,155],"least":[69],"squares":[70],"structural":[71],"equation":[72],"modeling":[73],"(PLS-SEM)":[74],"in":[75],"SmartPLS":[76],"4.":[77],"measurement":[79],"showed":[81],"satisfactory":[82],"indicator":[83],"reliability,":[84],"internal":[85,195],"consistency,":[86],"convergent":[87],"validity,":[88],"discriminant":[90],"validity.":[91],"Perceived":[92],"Inclusive":[93,102,123,142],"Ground":[94],"Handling":[95],"Services":[96],"had":[97],"a":[98],"positive":[99,159],"effect":[100,140],"Passenger":[103,124,143],"Experience":[104,125,144],"(\u03b2":[105,116,132,148],"=":[106,117,133,149],"0.455,":[107],"p":[108,119,135,151],"<":[109,120,136,152],"0.001)":[110],"National":[112,128],"Airline":[113,129],"Brand":[114,130],"Image":[115,131],"0.217,":[118],"0.001),":[121,153],"while":[122],"positively":[126],"affected":[127],"0.330,":[134],"0.001).":[137],"indirect":[139],"through":[141,219],"also":[146],"significant":[147],"0.150,":[150],"indicating":[154],"mediation.":[156],"PLSpredict":[157],"produced":[158],"Q\u00b2predict":[160],"values":[161],"for":[162],"all":[163],"endogenous":[164],"indicators;":[165],"prediction":[166],"errors":[167],"were":[168],"consistently":[169],"lower":[170],"than":[171,194],"linear-model":[173],"benchmark":[174],"under":[175],"RMSE,":[176],"although":[177],"MAE":[179],"comparison":[180],"mixed.":[182],"findings":[184],"therefore":[185],"concern":[186],"passenger-perceived":[187],"inclusiveness":[188],"at":[189],"observable":[190],"service":[191],"touchpoints":[192],"rather":[193],"organizational":[196],"capability.":[197],"They":[198],"show":[199],"that":[200,220],"accessible":[201],"facilities,":[202],"competent":[203],"responsive":[205],"staff,":[206],"clear":[207],"communication,":[208],"coordinated":[210],"assistance":[211],"can":[212],"shape":[213],"an":[214],"travel":[216],"and,":[218],"experience,":[221],"contribute":[222],"image.":[226]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2026-09-06T00:00:00"}
