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Relevant bibliographies by topics / Airport service quality

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Academic literature on the topic 'Airport service quality'

Author: Grafiati

Published: 6 September 2023

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Journal articles on the topic "Airport service quality"

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Bulut, Cagri, and Sefer Aydogan. "AIRPORT SERVICE QUALITY: A RECONCEPTUALIZATION AND A PRACTICAL APPLICATION ON THE NON-AERONAUTICAL SERVICES." Aviation 24, no. 4 (December 21, 2020): 182–96. http://dx.doi.org/10.3846/aviation.2020.13290.

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In line with the advancing airway capability, the non-aeronautical business opportunities at airports are also in growth. To attract more passengers or to generate extra income over non-aeronautical services, the airport decision-makers need to evaluate the quality of their services. This study aims at introducing an expanded approach to improve airport service quality aspects of the non-aeronautical business opportunities. Given the increasing number of airports, passengers prefer airports, which provide better or extra services compared to others. To reveal the airport service quality (ASQ) aspects, together with the quality department experts, we conducted a qualitative study that put forward six significant dimensions for an effective evaluation of airport service quality at an airport. Based on the results of the qualitative study, we designed the sector-specific questionnaire, and its empirical data is conducted over 250 passengers through a face-toface survey. Survey results introduce a practical assessment tool for the use of airport managers to gather strategic inputs on their strategic plans and quality implications. Results also contribute to the literature by presenting a comprehensive understanding of the airport service quality.

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James Ugo, Ejem Ejem A, Nwokedi Theophilus Chinonyerem, Okoroji L I, Mabachu, and Justice Chigozie. "Major component determinants of international airport service quality in nigeria." Journal of Management and Science 12, no. 4 (December 31, 2022): 104–15. http://dx.doi.org/10.26524/jms.12.71.

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The study analyzed the major component determinant attributes of airport service quality in Nigeria with a view to establishing the priority service quality attributes/factors which airport authorities in Nigeria should follow in improving airport service quality and utility derivable from consumption of airport services by airlines and passengers. Using the Nnamdi Azikiwe International Airport (NAIA), Abuja and the Murtala Mohammed International Airport (MMIA), Lagos as case studies, the study employed questionnaire as a survey instrument to generate primary data used for the study. The survey instrument was calibrated to elicit responses from airlines staff and air passengers in the two airports on what service quality attributes among the five consolidated attributes of responsiveness, reliability, tangibles, empathy and assurance contribute significantly to their judgment about airport service quality in each airport in line with the SERVQUAL model. The principal component factor analysis (PCFA) was used to analyze the data obtained from the survey and the major significant determinant attributes of airport service quality where determined from the perspectives of both the airlines and air passengers as major consumers airport services in Nigeria.

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Dimitriou, Dimitrios, Maria Sartzetaki, and Iliana Kalenteridou. "Dual-Level Evaluation Framework for Airport User Satisfaction." International Journal of Operations Research and Information Systems 12, no. 1 (January 2021): 17–30. http://dx.doi.org/10.4018/ijoris.2021010102.

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Passenger's satisfaction evaluation is very complicated for transport infrastructure services that accommodate high demand, mainly due to international passenger's quality attitudes, expectations, and experiences. This paper focuses on the development of the methodological framework to assessing level of service quality at airports, adopting two evaluation layers: the level of service (efficiency to manage traffic demand) and the level of expectation (performance to accommodate traveler's needs). The conceptual framework develops a holistic approach to evaluate overall level of service quality of an airport. A modeling framework then is developed to test the reliability of the level of quality and the consistency of airport level of service and level of passengers expectation. The methodology is applied in a small sized airport the Democritus Airport in Alexandroupolis, in Northern Greece. The analysis explores the passenger's satisfaction level for Greek regional airports and highlights the consistency of level of airport service and passenger's level of expectations.

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Albeshr, Hasan, and Syed Zamberi Ahmad. "Service innovation by Dubai International Airport: the battle to remain competitive." Emerald Emerging Markets Case Studies 5, no. 1 (March 3, 2015): 1–18. http://dx.doi.org/10.1108/eemcs-06-2013-0111.

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Subject area Tourism and hospitality management, strategy, economics and customer service. Study level/applicability Undergraduate students studying hospitality management, customer satisfaction, customer service and economics. Case overview Dubai International Airport is one of the most celebrated airports worldwide. It was constructed by order of Sheikh Rashid bin Saeed Al Maktoum in 1969 and has developed significantly in all sections over the years. Passenger numbers and profits have increased dramatically and the airport has received many awards from various countries and organizations, contributing greatly to economic and tourism development. Dubai International Airport offers unique services and facilities to customers, including the Airport Medical Centre, special needs services, Dubai International Airport Hotel, transportation, lounges, a children's play area, smoking rooms, Al Majlis services, executive flight services, Ahlan services, a modern baggage-handling system and Dubai Duty Free. The quality of service is one of the significant concerns of an international company, including Dubai International Airport, as a high quality brings many benefits to the organization, such as increased customer satisfaction and revenue. Thus, to maintain a high-quality level and compete with other international airports, Dubai International Airport needs to ensure the development of its service. Expected learning outcomes This cast study will help understand both the services offered by the airport and their features and understand the concepts of increasing value to customers in lieu of money, the contribution of the airport to economic growth, exceeding customers' expectations, intonation in providing services, some factors of competitive advantages, the application of customer satisfaction theories, the services market triangle and providing a role model to other airports. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email: support@emeraldinsight.com to request teaching notes.

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Fantoni, Anna, Douglas M. Mansel, and Peter B. Mandle. "Premium Public Parking Services: A Way to Improve Parking Operations at Airports." Transportation Research Record: Journal of the Transportation Research Board 1703, no. 1 (January 2000): 105–11. http://dx.doi.org/10.3141/1703-14.

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Premium public parking services, such as valet, reserved, and business parking, are becoming increasingly popular at U.S. airports. They offer an enhanced level of customer service; are important business opportunities and sources of revenue for airports; contribute to reduction of curbside congestion, thereby encouraging travelers to park instead of being dropped off or picked up; and improve an airport’s ability to compete with privately operated, off-airport parking facilities. A study was conducted at more than 14 U.S. airports and demonstrated that successful premium public parking services provide a good combination of location, parking capacity, rate structure, quality of service, and business arrangements. Although these factors are very specific to each airport, general guidelines for parking managers who wish to optimize existing parking facilities, maximize net parking revenues, and provide a high level of customer service are outlined.

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Smirnov, Anton, Evgeniy Smolokurov, Vladimir Tarikov, and Sergei Krovsh. "Correlation between the quality of service and economic performance of airports illustrated by Pulkovo airport and Denver international airport." E3S Web of Conferences 363 (2022): 01013. http://dx.doi.org/10.1051/e3sconf/202236301013.

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The article analyzes the relationship between the level of airport service and their commercial performance. The airports chosen for comparison are Pulkovo Airport, one of the largest airports in Russia (the second largest by area) and the fourth largest by passenger traffic in Russia, as well as Denver International Airport, the largest airport in the United States. The study provides a brief description of Pulkovo Airport and Denver International Airport, gives quality of service assessments in these airports, based on which the main service problems in the abovementioned airports are identified, as well as the possible factors that led to these problems. It is revealed and proved that regardless of the location and size of the airports, the main goal of their owners is to make the biggest profit, the quality of passenger service decreases every year, while the amount of profit derived from the operation of these airports, on the contrary, grows.

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Seda Otieno, Protus, and Krishna Govender. "Managing airport service quality – the impact of self-service technologies." Investment Management and Financial Innovations 13, no. 3 (October 10, 2016): 387–93. http://dx.doi.org/10.21511/imfi.13(3-2).2016.11.

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The impact of self-service technologies on service quality at a major international airport in South Africa, was determined using an adapted SERVQUAL instrument, which focused on Reliability, Convenience, Ease of Use and fulfillment, by developing and testing three hypotheses, which postulated relationships between the aforementioned. The data from a systematic random sample of 318 passengers collected during peak hours at the international departures terminals was analyzed using inferential statistics, confirmed that there is an association between convenience and fulfilment; between ease of use and fulfilment, and between reliability and fulfilment, although some relationships were not very strong. SSTs have addressed the long queues at the airport and improved passenger service experience. The findings must, however, be interpreted with caution as there are inherent limitations and opportunities for further research. Keywords: service experience, self-service, technology, airport service. JEL Classification: M31

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Gani, Mikael Gabra, Dewanti Dewanti, Muhammad Zudhy Irawan, and Faza Fawzan Bastarianto. "Determining Priority Service of Yogyakarta Adisutjipto Airport Using Servqual Method and Kano Model." Journal of the Civil Engineering Forum 5, no. 3 (September 18, 2019): 211. http://dx.doi.org/10.22146/jcef.45364.

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Nowadays, airports are expected to be operated as a self-service organisation that provides efficient and high-quality services. Since the satisfaction of passengers is essential for airport’s operators, the efforts to provide better services for passengers become a concern for airport’s operators by increasing the quality of service to passengers. It is crucial to identify which kind of services that would be the top priority service for the passengers. Thus, this study aims to improve the quality of service to passengers that are conducted by combining the Servqual method and Kano model. Servqual method is used to capture consumer perceptions and expectations of service along with the multi-dimensional research instrument, while the Kano model is a theory to observe costumer’s satisfaction preferences. The combination of the methods aims to determine the type of service that becomes the top priority for immediate improvement so that it can improve the service quality effectively. The selection of the priority services is based on the magnitude of the gap between expectations and perceptions of passengers on a particular service, and the assessment of passengers on the type of service that significantly influences passengers’ satisfaction with the service performance at the airport. The results of this research showed that there were three types of services as the top priority for improving their performance, namely the type of services related to the personal attention to passengers, the attractive waiting room conditions, and the understanding of each passenger’s needs individually. The airport management is expected to immediately improve the performance of the services so that the quality of service can immediately increase.

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Wibowo, Untung Lestari Nur Wibowo, Quirina Ariantji Patrisia Mintje, Sabam Dany Sulung, and Ikhwanul Qiram. "Analysis of Passenger Satisfaction on Green Airport Blimbingsari International Service." Ilomata International Journal of Management 3, no. 4 (November 28, 2022): 548–57. http://dx.doi.org/10.52728/ijjm.v3i4.609.

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Since 2019, Blimbingsari Airport has been designated as an International Airport with a green airport concept. This airport has received the most prestigious award in The 2022 Aga Khan Award for Architecture. Several energy efficiencies and conservation program initiatives certainly have an impact on the service facilities provided. However, this program implies an increase in the number of passengers. This increase certainly requires attention to be studied further because it is related to the airport's ability to serve the needs of service users. This study was conducted to determine the service quality of Blimbingsari International Airport based on passenger perceptions. 100 respondent were randomly selected to be the research sample. This study uses 5 (five) service quality dimensions which include 7 service variables to measure airport service quality. Data collection was carried out in mid-June 2022 by distributing a Likert scale 5 questionnaire. Data analysis used the IPA and Servqual gap methods. Based on the results of data analysis, it can be seen that there are 7 (four) service variables that are important to determine the quality of airport terminal services, namely (1) the ease of passengers in obtaining information, (2) the reliability of airport facilities and equipment, (3) the coolness and comfort of the airport terminal. , and (4) a clean airport terminal room. The servqual gap shows that 5 (five) dimensions of service quality are positive. Based on these results, it can be concluded that the service quality of Blimbingsari International Airport is very satisfying for passengers.

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Li, Jing. "Research on Quality Management of Airport Service Product." BCP Business & Management 24 (August 10, 2022): 248–53. http://dx.doi.org/10.54691/bcpbm.v24i.1494.

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To attract more passengers to choose flights as the most efficient and comfortable transportation, to appeal to more retailers to increase non-aviation income, to draw more airlines to buy airport service products, more and more airports are spending more money and energy on research how to improve quality of service product. This thesis analyzed many domestic and international literature, mainly based on the PMBOK Guide of PMI, and summarized the principles which are suitable for the quality management of airport service products. Then it combined with the successful cases of airports around the world to explore methods to improve product quality for three objects: passengers, retailers, and airlines.

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Dissertations / Theses on the topic "Airport service quality"

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Tam, Mei Ling. "Evaluating the demand and service quality of ground access modes and terminal facilities of Hong Kong International Airport." online access from Digital Dissertation Consortium, 2006. http://libweb.cityu.edu.hk/cgi-bin/er/db/ddcdiss.pl?3252560.

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Farmahini, Farahani Aliakbar, and Emil Törmä. "Assessment of customers' service quality expectations : Testing the 'Hierarchical Structure for Airport Service Quality Expectations' in a Swedish context." Thesis, Umeå University, Umeå School of Business, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-35043.

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The ‘Hierarchical structure for airport service quality expectations’ model originally comes from theory of service quality assessment and was created by Fodness and Murray in 2007 after a study at six U.S. airports. It reveals the most important factors that comprise service quality. This thesis tested the model in a Swedish context with an empirical study among passengers at two Swedish airports; Arlanda and Umeå. With the help of literature, the empirical study, and reasoning, the original model has been modified by the authors of this thesis. There are minor modifications but the three main factors remain as they were in the original model, namely function, interaction, and diversion.

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Heung, Che-shing Vincent. "A study of visitors' evaluation of airport restaurant service quality in Hong Kong /." Hong Kong : University of Hong Kong, 1999. http://sunzi.lib.hku.hk/hkuto/record.jsp?B2108015X.

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Lei, Ka Lin. "Frontline employees' perception of service quality climate : the case of an airport ground handling service company." Thesis, University of Macau, 2003. http://umaclib3.umac.mo/record=b1636742.

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Heung, Che-shing Vincent, and 香志成. "A study of visitors' evaluation of airport restaurant service quality in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1999. http://hub.hku.hk/bib/B31238580.

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Wiredja, Dedy. "Assessment of airport service performance: A passenger-centred model." Thesis, Queensland University of Technology, 2017. https://eprints.qut.edu.au/112171/1/Dedy_Wiredja_Thesis.pdf.

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Inspired by the need to assess airport performance based on the complete passenger experience, this thesis outcome, the Airport Indicators of Passenger Experience (AIPEX) Model provides a novel approach to assessing airport services. To investigate the passenger-centred role at airports, a previous conceptual model of airport service performance was thoroughly examined using quantitative and qualitative mixed-methods. The refined model, the AIPEX Model, provides a more integrated and robust approach to assessing service performance than previously available. This passenger-driven model will support design of passenger-centred airports, and the translation of passenger needs and perceptions into improved services.

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Almuharib, Tariq Mohammed. "Service quality improvement through lean management at King Khalid International Airport in Saudi Arabia." Thesis, University of Plymouth, 2014. http://hdl.handle.net/10026.1/3137.

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This thesis aims at investigating the level of service at departure area of KKIA. The study further measures the perceived quality of service and passenger satisfaction in term of tangibles, reliability, responsiveness, assurance and empathy by using five steps of lean six sigma (Define, Measure, Analyse, Improve and Control). The study aims to implement and evaluate the effectiveness of using a lean six-sigma managerial approach to the departure area of KKIA to enhance the level of service (LOS) and customer satisfaction. The passenger flow through the airport is used to measure the quality of services. Existing studies that discuss lean six-sigma implementation in airports were evaluated. Data was collected about KKIA departure area and its LOS both before and after the lean six-sigma implementation. Additionally, a SERVQUAL questionnaire was used to evaluate pre- and post-implementation review. The questionnaire features easy-to-collect data to measuring the perceived quality of service and evaluate passenger satisfaction with the LOS in KKIA. Before the study concepts of LOS and Lean was unheard within the airport community. Initial evaluation show poor customer service and many delays (waste) within the departure are at KKIA. During the study a growing awareness of Lean and LOS showed improvements in the customers’ experience, e.g, removing the shop at the entrance, improving flow thought the airport. Concluding the study, there was a total reduction in waiting from 54.74 minutes to 34.87 minutes (35.7% reduction). Also the LOS on the IATA Performance Standard went from E (Inadequate) to C (Good). This is improvement, excellent but without continuous improvements the Airport’s LOS will reduce back as passenger numbers grow from 16 million passengers per year (up from 9.8 million in 2004), to an expected 25 million by 2025. Interesting different cultural approaches to lean management became evident during the study when compared to other implementations in Europe to the Middle East. Cultural difference will always affected the reliability of the results. However, by considering these cultural effects in answering questions and interviews, the lean implementation was still successful. As culture changes are ongoing, evaluation of the situation at KKIA is required for ongoing improvements. Best-practice for the continued improvement of ongoing lean management is suggested for the departure area at KKIA. These key strategies and best-practice approaches are useful to future implementations at other airports.

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Kaduoka, Carlos Yoshihiro. "The assessment of the relationship between information technology (IT) and airport performance." Thesis, Cranfield University, 2016. http://dspace.lib.cranfield.ac.uk/handle/1826/12382.

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The evolution of the airport business is demonstrated by airports that are adopting new business strategies and commercial models, which allow them to be, for example, service providers instead of real-estate managers, with the focus on cost reduction and increasing non-aeronautical (commercial) revenues. Information technology (IT) can be used by airports to achieve their business goals, such as enhancing performance by delivering cost reductions and generating additional revenue streams. Airports operate in an increasingly competitive and dynamic market, with the aim of attracting a larger share of hub traffic from neighbouring airports. Therefore, financial and operational performance will be key elements for airlines when choosing a new airport destination. The research shows that airports are more focused on passenger satisfaction, resulting in airport performance indicators that have the passenger at its operational core and performance targets (e.g. Airport Service Quality passenger satisfaction survey). IT plays an important role in increasing airport performance through the automation of processes such as the deployment of common-use check-in desks and self-service check-in kiosks. Studies of other industries have shown evidence that IT impacts firm performance, but there have been few studies related to the airport industry. Thus, the aim of this research is to assess the relationship between IT and airport performance, and it proposes a conceptual framework to assess the relationship between IT and airport performance by drawing from studies in other industries. Two methodologies were used in this research, the first one was the case study, and the second one was the online survey. The case studies consisted of 16 faceto- face interviews with senior staff representing two airports in Asia, one airport in Australia, and one airport in Europe. The case studies result show that there is a relationship between IT and airport performance ... [cont.].

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Ho, Estela Maria. "The roles and functions of information, communication and entertainment (ICE) in the service quality of an airport." Thesis, University of Macau, 2005. http://umaclib3.umac.mo/record=b1636648.

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Bubalo, Branko [Verfasser]. "Airport Capacity and Performance in Europe - A study of transport economics, service quality and sustainability / Branko Bubalo." Hamburg : Universität Hamburg, 2021. http://d-nb.info/1226654940/34.

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Books on the topic "Airport service quality"

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United States. General Accounting Office., ed. Airline deregulation: Changes in airfares and service at four South Carolina communities : statement by John H. Anderson, Jr., Director, Transportation Issues, Resources, Community, and Economic Development Division, before the Committee on Commerce, Science, and Transportation, U.S. Senate. Washington, D.C. (P.O. Box 37050, Washington, D.C. 20013): The Office, 1999.

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United States. General Accounting Office., ed. Airline deregulation: Addressing the air service problems of some communities : statement of John H. Anderson, Jr., Director, Transportation Issues, Resources, Community, and Economic Development Division, before the Subcommittee on Aviation, Committee on Transportation and Infrastructure, House of Representatives. Washington, D.C: The Office, 1997.

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United States. General Accounting Office., ed. Airline deregulation: Changes in airfares and service at Buffalo, New York : statement of John H. Anderson, Jr., Director, Transportation Issues, Resources, Community, and Economic Development Division, before the Subcommittee on Aviation, Committee on Transportation and Infrastructure, House of Representative[s]. Washington, D.C: The Office, 1999.

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author, Bothner Aaron, Spiro Max author, National Research Council (U.S.). Transportation Research Board, Airport Cooperative Research Program, and United States. Federal Aviation Administration, eds. How airports measure customer service performance. Washington, D.C: Transportation Research Board, 2013.

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Air transport system analysis and modelling: Capacity, quality of services and economics. [New York?]: Gordon and Breach Science Publishers, 2000.

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Office, General Accounting. Aviation safety: Changes needed in FAA's service difficulty reporting program : report to the Chairman, Subcommittee on Aviation, Committee on Commerce, Science, and Transportation, U.S. Senate. Washington, D.C: U.S. General Accounting Office, 1991.

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Kossmann, Mario. Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers. Taylor & Francis Group, 2017.

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Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers. Taylor & Francis Group, 2016.

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Kossmann, Mario. Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers. Taylor & Francis Group, 2017.

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Kossmann, Mario. Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers. Taylor & Francis Group, 2017.

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Book chapters on the topic "Airport service quality"

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Graham, Anne. "Airport service quality and the passenger experience." In Managing Airports, 281–325. 6th ed. London: Routledge, 2022. http://dx.doi.org/10.4324/9781003269359-6.

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Pantouvakis, Angelos, Maria Karakasnaki, and Maria Francesca Renzi. "Exploring Resident Versus Visiting Nationalities’ Perceptions on Airport Service Quality." In Rediscovering the Essentiality of Marketing, 949–53. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-29877-1_189.

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Wang, Liying, Hongtao Li, Xingming Lu, Chenxi Zheng, and Licheng Xu. "Improving Service Quality Measurement with Servqual: Evidence from Airport Industry." In Innovative Computing Vol 1 - Emerging Topics in Artificial Intelligence, 792–99. Singapore: Springer Nature Singapore, 2023. http://dx.doi.org/10.1007/978-981-99-2092-1_99.

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da Rocha, Phelipe Medeiros, and Helder Gomes Costa. "Multicriteria Model for Sorting the Quality of Services Provided by Airports." In Advances in Intelligent Systems and Computing, 515–24. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-73603-3_48.

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Zhou, Jianan, Wanfeng Liu, and Jianwei Wu. "Strategies for High Quality Development of Smart Inland Shipping in Zhejiang Province Based on “Four-Port Linkage”." In Lecture Notes in Civil Engineering, 1409–18. Singapore: Springer Nature Singapore, 2023. http://dx.doi.org/10.1007/978-981-19-6138-0_125.

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AbstractCurrently Zhejiang ports have gradually changed from large-scale expansion to high-quality upgrading development, and gradually pay attention to the integrated development with railway, aviation, highway and other transportation modes. In 2019, Zhejiang Province proposed a new development pattern of “Four-port Linkage” with seaports (including inland ports) as the leader, dry ports as the basis, airports as the characteristics and infoport as the link, in which improving the basic service system of sea-river intermodal transport and optimizing the inland waterway network for sea-river intermodal transport are important contents, and cooperate with the requirements of the national outline for the development of inland shipping. With the navigation of a series of high-grade channels such as Hangpingshen Canal, Qiantang River, Hangzhou-Ningbo Canal and Oujiang River, the goal of inland shipping revival of “Upgrading north, unblocking south, opening east and revitalizing west” in Zhejiang Province has been basically realized, and all 11 cities in Zhejiang province are connected to the river and the sea. With the emergence of modern information technologies such as big data, IoT and 5G and the rapid development of multimodal transport, the development of smart inland shipping in Zhejiang Province greets new opportunities. This paper discusses the strategy of “Four-port Linkage” to help the high-quality development of Zhejiang smart inland shipping, from the perspectives of developing a comprehensive big data platform for inland shipping, developing a sea-river intermodal transport service information system, promoting the linkage of inland shipping information systems across provinces and cities, and suggesting smart inland shipping typical projects.

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"Airport operations and service quality." In Managing Airports, 116–57. Routledge, 2008. http://dx.doi.org/10.4324/9780080942667-12.

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Graham, Anne. "Airport Operations and Service Quality." In Managing Airports, 96–137. Elsevier, 2008. http://dx.doi.org/10.1016/b978-0-7506-8613-6.00004-9.

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Bakır, Mahmut. "Re-Evaluating the Service Quality of Airports After the COVID-19 Pandemic." In Cases on Traveler Preferences, Attitudes, and Behaviors, 211–39. IGI Global, 2023. http://dx.doi.org/10.4018/978-1-6684-6919-4.ch011.

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The present chapter aims to evaluate and prioritize service quality attributes at airports from a post-COVID-19 perspective. To achieve this objective, the full consistency method (FUCOM) was employed to analyze a proposed hierarchical framework. A thorough literature review was conducted to formulate the proposed framework, which includes the dimensions of access, airport environment, airport facilities, check-in, security, and 19 service attributes linked to these dimensions. To establish the viability of the suggested approach, data were collected from a team of decision-makers through the use of a structured questionnaire. The results of the research indicated that the access dimension is the most significant, with the convenience of ground transportation being the most important attribute. Conversely, the least significant attribute identified was the efficiency of COVID-19 test centers. The research demonstrates that the FUCOM methodology is an effective tool for enhancing airport service quality.

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Tenge, Marion. "Relationship Marketing on Public Social Software Platforms in the Airport Industry." In Advances in Marketing, Customer Relationship Management, and E-Services, 237–57. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-6547-7.ch011.

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The European airport industry has experienced an extensive transformation over the last decade. Air traffic liberalization, airport privatization, and corporatization required airports to become more commercially focused. In response to competitive pressure to attract airlines and passengers, airports needed to take a genuine customer-centric approach to airport service quality. The advent of public Social Software Platforms (SSP), such as the online social network Facebook, provided airports with the opportunity to build a relationship with their passengers and leverage rich knowledge about passenger needs and requirements. The purpose of the chapter is to propose and test a theoretical framework on how the motivation of passengers to volunteer information on the corporate Facebook pages of airports can be increased. The framework draws on the “need-satisfier” approach of economist Max-Neef and insights from self-determination theory. Self-determination theory considers the satisfaction of socio-psychological human needs as motivator of behavior. Finally, the chapter suggests success factors for harnessing the Relationship Marketing potential of SSP.

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Tenge, Marion. "Social Software Platforms as Motor of Relationship Marketing in Services." In Customer-Centric Marketing Strategies, 280–96. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-2524-2.ch014.

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The traditional role of German airports as providers of infrastructure serving macro-economic purposes gives way to a more market-oriented understanding. Airports with overlapping catchment areas increasingly compete for airlines and passengers. Despite an evolving awareness of the need for customer-orientation, airports lack genuine passenger insights, as airlines and tour operators own the passenger relationship. The emergence of public Social Software Platforms (SSP), such as the online social network Facebook or the micro-blogging service Twitter, provides airports with the opportunity to take a genuine customer-centric approach to airport service quality. The chapter provides an overview of the convergence of social and technological networks. Touching on the ‘need-satisfier’ approach of economist Max-Neef and contributions of self-determination theory, the motivational pull of SSP is analyzed, and success factors for harnessing their Relationship Marketing potential are deduced. Finally, the chapter summarizes opportunities and challenges for airport organizations when engaging with passengers on SSP.

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Conference papers on the topic "Airport service quality"

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Proft, Branislav, and Benedikt Badánik. "Quality of service at airports." In Práce a štúdie. University of Zilina, 2021. http://dx.doi.org/10.26552/pas.z.2021.2.34.

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At present, air transport is on the rise and with it are the airlines, airports and services they provide. Their quality is reflected in revenues as well as in the number of airlines using the airport. The aim of this paper is to evaluate what services are offered to individual airport customers, how to evaluate customer satisfaction with services and the last chapter focuses on evaluating the quality of services offered to airlines and crew, where a method of evaluating services provided by airports from the airlines based on an analysis of current ways of measuring the quality of these services. Finally, possible service improvements are described, which could streamline the operation of the airport.

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M Alaydaa, Mohammed Saad, Jun Li, and Karl Jinkins. "Aspect-Based Sentimental Analysis for Travellers’ Reviews." In 12th International Conference on Digital Image Processing and Vision. Academy & Industry Research Collaboration, 2023. http://dx.doi.org/10.5121/csit.2023.131338.

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Airport service quality evaluation is commonly found on social media, including Google Maps. This valuable for airport management in order to enhance the quality of services provided. However; prior studies either provide general review for topics discussed by travellers or provide sentimental value to tag the entire review without specifically mentioning the airport service that is behind such value. Accordingly; this work proposes using aspect based sentimental analysis in order to provide more detailed analysis for travellers’ reviews. This works applied aspect based sentimental analysis on data collected from Google Map about Dubai and Doha airports. The results provide tangible reasons to use aspect based sentimental analysis in order to understand more the travellers and spot airport services that are in need for improvement.

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Pabedinskait�, Arnoldina, and Viktorija Akstinait�. "Assessment Of The Airport Service Quality." In The 8th International Scientific Conference "Business and Management 2014". Vilnius, Lithuania: Vilnius Gediminas Technical University Publishing House Technika, 2014. http://dx.doi.org/10.3846/bm.2014.080.

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Homaid, Mohammed Salih, and Irene Moulitsas. "Measuring Airport Service Quality Using Machine Learning Algorithms." In ICAAI 2022: 2022 The 6th International Conference on Advances in Artificial Intelligence. New York, NY, USA: ACM, 2022. http://dx.doi.org/10.1145/3571560.3571562.

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Ardiansyah, Fadjri Noor, Yeni Yuniawati, and Oce Ridwanudin. "The Influence of Airport Service Quality toward Passenger Satisfaction." In Proceedings of the 3rd International Seminar on Tourism (ISOT 2018). Paris, France: Atlantis Press, 2019. http://dx.doi.org/10.2991/isot-18.2019.82.

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Jing, Wan. "Research on Airport Passenger Service Quality Evaluation System Based on Four Characteristics Airport Development Concept." In 2021 5th Annual International Conference on Data Science and Business Analytics (ICDSBA). IEEE, 2021. http://dx.doi.org/10.1109/icdsba53075.2021.00048.

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Singgih, Moses Laksono, Made Adhipartha Agung Asmara, and Inaki Maulida Hakim. "Service Quality Improvement at International Airport In Indonesia Using Service Quality And Theory Of Inventive Problem Solving (TRIZ)." In ICONETSI '22: International Conference on Engineering and Information Technology for Sustainable Industry. New York, NY, USA: ACM, 2022. http://dx.doi.org/10.1145/3557738.3557840.

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Herrera Martín, Juan José, and Iván Castilla Rodríguez. "A conceptual model for assessing the impact of Internet-of-Things technologies for people with reduced mobility in airports." In The 21st International Conference on Harbor, Maritime and Multimodal Logistic Modeling & Simulation. CAL-TEK srl, 2019. http://dx.doi.org/10.46354/i3m.2019.hms.006.

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The European Union has regulated by law the elimination of barriers to guarantee the right to free movement, freedom of choice and non-discrimination of people with reduced mobility (PRM). This regulation also affects air transport. More specifically, airports of the member states must offer a quality assistance service to PRM, with the adequate human and technical resources to guarantee their rights. The changing characteristics of the operation of an airport (delays, cancellations, breakdowns, etc.) add great complexity to the design and management of a PRM service. Internet of Things (IoT) technologies pose a unique opportunity to integrate new services and solutions to deal with these problems. This work focuses on the use of modeling and simulation techniques for the evaluation of the impact of the incorporation of new IoT-based elements (such as autonomous vehicles, smart devices and 5G-enabled systems), for the improvement of the PRM service.

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Ruhiyat, Cecep, Sandriana Marina, Hanifah Hanifah, and Olfebri Olfebri. "INFLUENCE OF SERVICE QUALITY ON PASSENGER SATISFACTION AT HALIM PERDANAKUSUMA AIRPORT, JAKARTA, INDONESIA." In Global Research on Sustainable Transport (GROST 2017). Paris, France: Atlantis Press, 2018. http://dx.doi.org/10.2991/grost-17.2018.31.

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Tuati, Anie, Deasi Daud, and Amy Wadu. "Fulfilment Quality of Service at El Tari Airport Kupang for Increasing Satisfaction Passenger." In International Conference on Applied Science and Technology on Engineering Science. SCITEPRESS - Science and Technology Publications, 2021. http://dx.doi.org/10.5220/0010965000003260.

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