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INTERGENERATIONAL DIFFERENCE IN AIRPORT EXPERIENCE: THE CASE OF PHL INTERNATIONAL AIRPORT
Li, Yelizaveta
Li, Yelizaveta
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Thesis/Dissertation
Date
2023
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Tourism and Sport
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http://dx.doi.org/10.34944/dspace/8484
Abstract
Airports serve as one of the main economic engines and connection hubs for a country, and therefore, their performance is of rising importance. Airport performance can be measured by various methods along numerous dimensions; however, the key remains the passenger-perceived service quality and satisfaction. This paper assumes heterogeneity of passengers by classifying them into generational cohorts and investigating whether there is an intergenerational difference in passenger experience at the Philadelphia International Airport and what factors may explain that. The study utilizes the survey data collected through the questionnaire distributed to departing/connecting PHL passengers. The methodology includes regression analysis, ANOVA model, and cross-tabulations. The findings confirm the presence of variation in passenger experience and satisfaction with the airport depending on their generational affiliation. The intergenerational difference was particularly significant in the overall experience with PHL, which includes 24 items related to experience outside of the airport, outside of the terminal, and inside the terminal, as well as retail/shopping experience and information sources and needs. The intergenerational difference was not significant in the passenger food/beverage experience at PHL.
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