Content Analysis of Passengers’ Perceptions of Airport Service Quality: The Case of Honolulu International Airport

This paper explores passengers’ perceptions toward airport service quality through a content analysis. Using 1341 review comments posted on the Skytrax website, we identify satisfiers, dissatisfiers, and performance factors that determine passengers’ experiences at the Honolulu International Airport and the world’s leading airports (Singapore Changi Airport, Haneda Airport, Incheon International Airport, Hamad International Airport, and Hong Kong International Airport). The results show that the Honolulu International Airport needs to improve cleanliness of the facilities, signage, and staff courtesy. A context-specific examination reveals that security, check, flight, line, and staff are the most frequently occurring words used by dissatisfied passengers. The most common words mentioned by satisfied users of the world’s leading airports include staff, terminal, clean, time, immigration, and free. These findings provide suggestions and implications concerning customers’ perspectives and may help airport managers enhance airport service quality and renovate airport facilities.

WHAT CHARACTERIZES SUCCESSFUL IT PROJECTS

This paper presents empirical research aimed at studying what characterizes successful information technology (IT) projects. There are often doubts about what characterizes project success and who actually defines it. In this paper, we have reviewed the literature and present significant contributions to the discussion of what characterizes successful IT projects. Furthermore, a survey was conducted in Norway to collect data on successful IT projects. Research results show that the five most important success criteria are: (1) the IT system works as expected and solves the problems, (2) satisfied users, (3) the IT system has high reliability, (4) the solution contributes to improved efficiency and competitive power, and (5) the IT system realizes strategic, tactical and operational objectives.

PILLS, INJECTIONS AND AUDIOTAPES: REACHING COUPLES IN PAKISTAN

An innovative social marketing intervention in Pakistan distributes audiocassettes via chemist shops and Lady Health Visitors (LHVs) to reach women in a segregated society with accurate information on hormonal contraceptives. Operations research was done to assess the utility of the cassette in knowledge dissemination and adoption of hormonal use. In total 187 structured questionnaires were completed with couples who had obtained a cassette. Listeners were significantly more knowledgeable than non-listeners about correct use of hormonals (OR=8·6 for women and OR=12·7 for men). Hormonal use increased from 12% to 25%. LHVs also organized discussion groups for women, and attending such a chat group was the strongest predictor for adoption of pills and injectables (OR=4·15). Equivalent male groups are suggested to reach apprehensive men. By providing accurate information to urban couples and by acquiring a knowledgeable critical mass of satisfied users, the cassette could be a powerful catalyst to further contraceptive diffusion.

Effect of Service Quality on Post–Visit Intentions: The Case of a Computer Centre

This paper investigates the quality of services offered to students in an institutional computer centre and measures tangible and intangible aspects of service quality, consumer satisfac tion, and Post–Visit intentions. The effect of service quality on post-visit intentions has been examined in a causal–path framework. The study indicates that service performance gen erally lags behind user's expectations. Im provement in the quality of services increases the level of satisfaction of the user. Tangible aspects of service performance have a stronger direct effect on post–visit intentions than in tangible aspects. Satisfied users intend to revisit the computer centre and advise others to visit it.

Use of Assistive Devices for Bathing by Elderly Who are Not Institutionalized

For elderly persons with disabilities, bathing is a frequent activity that can be both pleasant and dangerous. Bathing involves using water in an environment with hard, smooth surfaces that become slippery when wet, and many falls occur in the bathroom. A variety of assistive devices are available to make bathing safer and more comfortable. Bathing devices rank as one of the most frequently used categories of assistive devices, yet many elders experience problems in the use of bathing devices. Study of bathing devices has been little beyond determination of the frequency of their use. In this article, we developed a hierarchical model for use in prescribing bathing devices related to mobility and support. This model, based on level of disability, is called the Bath Device Prescription Model (BDPM). Subjects were drawn from the University at Buffalo Consumer Assessments Study (n=319), which considers persons older than 60 years with disabilities. Subjects who reported difficulty with bathing (n=294) were divided into two groups based on mental status (Mini Mental Status Exam [MMSE] scores ⩾24 or ⩾23). This model was tested by first determining the level of disability of satisfied users of (1) bath mats, (2) grab bars in the bath area, (3) bath stools, (4) bath chairs, and (5) bath transfer benches. Level of disability was measured with the Sickness Impact Profile-physical dysfunction section (SIP-PDS), the body care and movement subsection of the SIP-PDS, the motor section of the Functional Independence Measure (FIM), and the bathing-washing and drying item of the FIM. Subjects who were having a problem with a bath device, other than installation, maintenance, or access to the bathroom, were considered. Disability scores for these dissatisfied owners of bath devices were compared with the mean score of satisfied users of each bath device. Typically, dissatisfied owners of bath devices were more disabled than satisfied users, suggesting that they would benefit from a higher level device, following the BDPM. This study represents the first reported investigation testing a model for use in the prescription of bath devices.

MEDLARS: Its Utilization in Research, Education and Practice

A study of the utilization of the MEDLARS bibliographic service at one of the regional MEDLARS Centers is described. Data were obtained by sending a questionnaire to a sample of users who had requested bibliographic searches in previous months. The characteristics of the users, their awareness of the service availability, the purposes of their search requests, and their satisfaction with the results of the search were analyzed. The relation between outcome of the search and user’s satisfaction was examined.There was a ratio of 2:1 between high and low satisfaction. A favorable appraisal of the MEDLARS search was found to be prevalent among users who had received large bibliographies. The group of requesters with teaching status also showed a higher proportion of satisfied users than the group of students or trainees.