{"id":"https://openalex.org/W2936988648","doi":"https://doi.org/10.1145/3312662.3312668","title":"Evaluation of Perceived Service Quality for Passengers at Airports","display_name":"Evaluation of Perceived Service Quality for Passengers at Airports","publication_year":2019,"publication_date":"2019-01-12","ids":{"openalex":"https://openalex.org/W2936988648","doi":"https://doi.org/10.1145/3312662.3312668","mag":"2936988648"},"language":"en","primary_location":{"id":"doi:10.1145/3312662.3312668","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3312662.3312668","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2019 3rd International Conference on Management Engineering, Software Engineering and Service Sciences","raw_type":"proceedings-article"},"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":null,"display_name":"Liu Xiaobing","orcid":null},"institutions":[{"id":"https://openalex.org/I27357992","display_name":"Dalian University of Technology","ror":"https://ror.org/023hj5876","country_code":"CN","type":"education","lineage":["https://openalex.org/I27357992"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Liu Xiaobing","raw_affiliation_strings":["Dalian University of Technology, Dalian China"],"affiliations":[{"raw_affiliation_string":"Dalian University of Technology, Dalian China","institution_ids":["https://openalex.org/I27357992"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5030044075","display_name":"Deng Zhuo","orcid":null},"institutions":[{"id":"https://openalex.org/I27357992","display_name":"Dalian University of Technology","ror":"https://ror.org/023hj5876","country_code":"CN","type":"education","lineage":["https://openalex.org/I27357992"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Deng Zhuo","raw_affiliation_strings":["Dalian University of Technology, Dalian China"],"affiliations":[{"raw_affiliation_string":"Dalian University of Technology, Dalian China","institution_ids":["https://openalex.org/I27357992"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I27357992"],"apc_list":null,"apc_paid":null,"fwci":0.5697,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.75475896,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"248","last_page":"252"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9997000098228455,"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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9997000098228455,"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"}},{"id":"https://openalex.org/T10698","display_name":"Transportation Planning and Optimization","score":0.9672999978065491,"subfield":{"id":"https://openalex.org/subfields/3313","display_name":"Transportation"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11599","display_name":"Aviation Industry Analysis and Trends","score":0.9526000022888184,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.7732769250869751},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6182550191879272},{"id":"https://openalex.org/keywords/confirmatory-factor-analysis","display_name":"Confirmatory factor analysis","score":0.6005676984786987},{"id":"https://openalex.org/keywords/reliability","display_name":"Reliability (semiconductor)","score":0.5991695523262024},{"id":"https://openalex.org/keywords/exploratory-factor-analysis","display_name":"Exploratory factor analysis","score":0.5855136513710022},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.47492465376853943},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.47350695729255676},{"id":"https://openalex.org/keywords/customer-service-assurance","display_name":"Customer Service Assurance","score":0.44321301579475403},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4411267638206482},{"id":"https://openalex.org/keywords/service-guarantee","display_name":"Service guarantee","score":0.4318532645702362},{"id":"https://openalex.org/keywords/empirical-research","display_name":"Empirical research","score":0.422513484954834},{"id":"https://openalex.org/keywords/quality-of-service","display_name":"Quality of service","score":0.42154204845428467},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.41039371490478516},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.394290030002594},{"id":"https://openalex.org/keywords/transport-engineering","display_name":"Transport engineering","score":0.38067305088043213},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3718692362308502},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.3546783924102783},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.27179986238479614},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.15477606654167175},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.1279386579990387},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.11495926976203918},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.07632571458816528},{"id":"https://openalex.org/keywords/statistics","display_name":"Statistics","score":0.05732285976409912}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7732769250869751},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6182550191879272},{"id":"https://openalex.org/C40722632","wikidata":"https://www.wikidata.org/wiki/Q5160137","display_name":"Confirmatory factor analysis","level":3,"score":0.6005676984786987},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.5991695523262024},{"id":"https://openalex.org/C165957694","wikidata":"https://www.wikidata.org/wiki/Q5421350","display_name":"Exploratory factor analysis","level":3,"score":0.5855136513710022},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.47492465376853943},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.47350695729255676},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.44321301579475403},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4411267638206482},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.4318532645702362},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.422513484954834},{"id":"https://openalex.org/C5119721","wikidata":"https://www.wikidata.org/wiki/Q220501","display_name":"Quality of service","level":2,"score":0.42154204845428467},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.41039371490478516},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.394290030002594},{"id":"https://openalex.org/C22212356","wikidata":"https://www.wikidata.org/wiki/Q775325","display_name":"Transport engineering","level":1,"score":0.38067305088043213},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3718692362308502},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.3546783924102783},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.27179986238479614},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.15477606654167175},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.1279386579990387},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.11495926976203918},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.07632571458816528},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.05732285976409912},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3312662.3312668","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3312662.3312668","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2019 3rd International Conference on Management Engineering, Software Engineering and Service Sciences","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.41999998688697815,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":29,"referenced_works":["https://openalex.org/W12561109","https://openalex.org/W572636116","https://openalex.org/W621117691","https://openalex.org/W1556446873","https://openalex.org/W1561860093","https://openalex.org/W1689771227","https://openalex.org/W1969581419","https://openalex.org/W1970872908","https://openalex.org/W1978927023","https://openalex.org/W2005284929","https://openalex.org/W2015707841","https://openalex.org/W2018142118","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2038120882","https://openalex.org/W2048028366","https://openalex.org/W2057239649","https://openalex.org/W2151141708","https://openalex.org/W2242418066","https://openalex.org/W2243816979","https://openalex.org/W2281446919","https://openalex.org/W2341000876","https://openalex.org/W2983942005","https://openalex.org/W3145109751","https://openalex.org/W3149031343","https://openalex.org/W4240969601","https://openalex.org/W4250040931","https://openalex.org/W6600493844","https://openalex.org/W6643113617"],"related_works":["https://openalex.org/W2182332995","https://openalex.org/W1968729089","https://openalex.org/W2147750116","https://openalex.org/W2368828286","https://openalex.org/W928714965","https://openalex.org/W1507972240","https://openalex.org/W854442896","https://openalex.org/W4308415829","https://openalex.org/W155669609","https://openalex.org/W2133079869"],"abstract_inverted_index":{"This":[0,88],"paper":[1,89],"reviews":[2],"previous":[3],"service":[4,27,31,58,99,113],"quality":[5,28,100,114],"evaluations":[6],"research":[7,38],"on":[8,39],"civilian":[9,25,103],"airports":[10,26],"in":[11],"both":[12],"China":[13],"and":[14,33,60,69,75,93],"worldwide.":[15],"We":[16,35],"determine":[17],"our":[18],"primary":[19],"parameters":[20],"of":[21,24,55,77,97,102,111],"customer":[22,56,98],"perceptions":[23],"indexes":[29],"from":[30],"contacts":[32],"environments.":[34],"conduct":[36],"empirical":[37],"Dalian":[40],"Airport":[41],"as":[42],"a":[43,91],"case":[44],"study.":[45],"Through":[46],"Exploratory":[47],"Factor":[48,86],"Analysis,":[49],"the":[50,62,65,70,78],"authors":[51],"retrieved":[52],"4":[53],"dimensions":[54],"perception--the":[57],"facilities":[59],"environment,":[61],"basic":[63],"service,":[64,68],"catering":[66],"commercial":[67],"information":[71],"service.":[72],"The":[73],"reliability":[74],"validity":[76],"4-dimensional":[79],"scale":[80],"is":[81],"further":[82],"tested":[83],"through":[84],"Confirmatory":[85],"Analysis.":[87],"established":[90],"reliable":[92],"valid":[94,109],"evaluation":[95],"model":[96],"perception":[101],"airports.":[104],"It":[105],"can":[106],"provide":[107],"more":[108],"guidance":[110],"airport":[112],"improvements.":[115]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2020,"cited_by_count":1}],"updated_date":"2026-04-16T08:26:57.006410","created_date":"2025-10-10T00:00:00"}