Contents
Academic literature on the topic 'Airport service quality'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the lists of relevant articles, books, theses, conference reports, and other scholarly sources on the topic 'Airport service quality.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Journal articles on the topic "Airport service quality"
1
Bulut, Cagri, and Sefer Aydogan. "AIRPORT SERVICE QUALITY: A RECONCEPTUALIZATION AND A PRACTICAL APPLICATION ON THE NON-AERONAUTICAL SERVICES." Aviation 24, no. 4 (2020): 182–96. http://dx.doi.org/10.3846/aviation.2020.13290.
Full textAbstract:
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.
2
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 (2022): 104–15. http://dx.doi.org/10.26524/jms.12.71.
Full textAbstract:
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.
3
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 (2021): 17–30. http://dx.doi.org/10.4018/ijoris.2021010102.
Full textAbstract:
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.
4
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 (2015): 1–18. http://dx.doi.org/10.1108/eemcs-06-2013-0111.
Full textAbstract:
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.
5
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 (2000): 105–11. http://dx.doi.org/10.3141/1703-14.
Full textAbstract:
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.
6
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.
Full textAbstract:
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.
7
Seda Otieno, Protus, and Krishna Govender. "Managing airport service quality – the impact of self-service technologies." Investment Management and Financial Innovations 13, no. 3 (2016): 387–93. http://dx.doi.org/10.21511/imfi.13(3-2).2016.11.
Full textAbstract:
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
8
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 (2019): 211. http://dx.doi.org/10.22146/jcef.45364.
Full textAbstract:
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.
9
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 (2022): 548–57. http://dx.doi.org/10.52728/ijjm.v3i4.609.
Full textAbstract:
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.
10
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.
Full textAbstract:
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.