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Journal articles on the topic 'Airport Service Quality (ACI ASQ)'
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1
Thakuri, Diwash Malla, Guru Datta Adhikari, and Swopnil Kalika. "Evaluation of Domestic Airport Service Quality in Nepal." Journal of Transportation System and Engineering 1, no. 1 (2025): 117–28. https://doi.org/10.3126/jotse.v1i1.79890.
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This study aims to assess the service quality of domestic airports in Nepal by focusing on passenger expectations and experiences. The Airport Service Quality (ASQ) dimensions developed by the Airports Council International (ACI) were used to analyse perceived service quality. Through confirmatory factor analysis, 15 key determinants of passenger satisfaction were identified under six ASQ dimensions. The study also examines the relationship between these service quality dimensions and overall passenger satisfaction, while identifying superior and inferior services at each airport. The findings are intended to assist policy-makers and airport managers improve the quality of airport services by understanding the needs and expectations of airport users.
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Dr., Manoj Kumar, and Kant Meena Krishan. "A Study on Air Traveller's Satisfaction of Service Quality for Jaipur International Airport (JIA)." Indian Journal of Management and Language (IJML) 2, no. 2 (2022): 25–32. https://doi.org/10.54105/ijml.B2050.102222.
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<strong>Abstract:</strong> This paper explores on service quality of an Jaipur International airport, which is more influenced on the passenger satisfaction. Measuring and improving service quality has become an important. The quality of airport services for passenger is investigated in this paper using Airport Council international Airport service Quality (ASQ) method. The data were collected through structured questionnaire addressed to departing and arrival passengers. Passengers expressed their perceptions according to an ordinal verbal scale about some service factors concerning aspects such as Check-In, security, Airport facilities, access, and arrival services etc. We propose an ordered ACI ASQ model with the aim to investigate on the result from the analysis has suggested that all the dimensions of service quality influences the passenger satisfaction. The information endowed with the study can be used for designing the marketing strategies to improve the passenger satisfaction in aviation industry.
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Kumar, Dr Manoj, and Krishan Kant Meena. "A Study on Air Traveller’s Satisfaction of Service Quality for Jaipur International Airport (JIA)." Indian Journal of Management and Language 2, no. 2 (2022): 25–32. http://dx.doi.org/10.54105/ijml.b2050.102222.
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This paper explores on service quality of an Jaipur International airport, which is more influenced on the passenger satisfaction. Measuring and improving service quality has become an important. The quality of airport services for passenger is investigated in this paper using Airport Council international Airport service Quality (ASQ) method. The data were collected through structured questionnaire addressed to departing and arrival passengers. Passengers expressed their perceptions according to an ordinal verbal scale about some service factors concerning aspects such as Check-In, security, Airport facilities, access, and arrival services etc. We propose an ordered ACI ASQ model with the aim to investigate on the result from the analysis has suggested that all the dimensions of service quality influences the passenger satisfaction. The information endowed with the study can be used for designing the marketing strategies to improve the passenger satisfaction in aviation industry.
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Adi, Nugroho. "Study of Airport Service Quality and Profitability in Indonesia." Economics and Business Quarterly Reviews 4, no. 2 (2021): 172–88. https://doi.org/10.31014/aior.1992.04.02.354.
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This study was about the Airport Service Quality (ASQ) measurement and its relation to profitability in the airport industry. The main purpose of this study was to develop an understanding of the ASQ measurement in Airports by investigating the relationships of service quality in terms of creating purchase intentions. In specific to ASQ, the surveys have been systematically carried out by many airport operators all over the world. ASQ has 8 components: access; check-in; passport/personal ID control; security; finding your way; airport facilities; airport environment; and arrival services. This is different from PZB’s (1985) Service Quality dimensions. This suggests that an effective process of measuring and analyzing passenger perceptions of ASQ is not easily achieved. These concerns are certainly relevant to avoid misinterpreting passenger perceptions. The measurement model should be considered for a multidimensional approach in the context of airport performance measurement regarding service quality.The study, however, included the perceptions of both international passengers and domestic concerning the current service levels, more specific was using the measurement model of Cronin and Taylor (1992). Cronin and Taylor (1992) say that perception alone is enough and even better than other models i.e, PZB (1988) model. This study analyzes whether passengers may stay longer in the airport, recommend the airport to other people or pay higher tax if they are satisfied with the service offers by airport. This also included an assessment the ability ASQ to explain the variation in repeat purchase intention including interaction among variables. The results of this study show ASQ has a moderately low effect of purchasing intentions.
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Pholsook, Thitinan, Warit Wipulanusat, Poomporn Thamsatitdej, Sarawut Ramjan, Jirapon Sunkpho, and Vatanavongs Ratanavaraha. "A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality." Sustainability 15, no. 11 (2023): 8885. http://dx.doi.org/10.3390/su15118885.
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The novel coronavirus (COVID-19) outbreak has impacted the aviation industry worldwide. Several restrictions and regulations have been implemented to prevent the virus’s spread and maintain airport operations. To recover the trustworthiness of air travelers in the new normality, improving airport service quality (ASQ) is necessary, ultimately increasing passenger satisfaction in airports. This research focuses on the relationship between passenger satisfaction and the ASQ dimensions of airports in Thailand. A three-stage analysis model was conducted by integrating structural equation modeling, Bayesian networks, and artificial neural networks to identify critical ASQ dimensions that highly impact overall satisfaction. The findings reveal that airport facilities, wayfinding, and security are three dominant dimensions influencing overall passenger satisfaction. This insight could help airport managers and operators recover passenger satisfaction, increase trustworthiness, and maintain the efficiency of the airports in not only this severe crisis but also in the new normality.
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Kurniawan, Ridha. "PASSENGER’S PERSPECTIVE TOWARD AIRPORT SERVICE QUALITY (ASQ) (CASE STUDY AT SOEKARNO-HATTA INTERNATIONAL AIRPORT)." Journal of the Civil Engineering Forum 3, no. 1 (2017): 291. http://dx.doi.org/10.22146/jcef.26547.
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Passenger satisfaction towards airport service quality is influenced by the level of service at the previous service quality. It causes the new facility is expected to exceed the previous service quality. Service quality improvement of people mover system in Grand Design of Soekarno Hatta International Airport (SHIA) expected to support increasing airport service quality management. People mover existing conditions that occur on a free shuttle bus has caused some customer complaint. The purpose of this thesis is providing strategic support as complaint handling on people mover system to enhancing SHIA service quality. The discussion involves a passenger's perspectives, passengers’ satisfaction, and airport service quality to get a purpose of research. This thesis utilizes Fodness and Murray (2007) theory regarding the accurate scale to measure SHIA service quality by using Servqual method and Kano Model approach. Airport Service Quality (ASQ) aims to give an airport more competitive in the relationship between business and operations. In this thesis offers support strategy in service quality attributes and considerations to assist airport management in improving airport service quality. This thesis finds the value gap between airport management and passengers’ perspectives that serve as accurate scale in each service attributes on people mover facility at SHIA that must be met to achieve satisfaction based on passengers’ perspectives. Also, this thesis finds several services attributes that must be met on people mover facility at SHIA as a basic service needs by passengers need. Airport management at SHIA should focus on the improved operating system of people mover system related to attributes punctuality, free of charge, information about the schedule, headway, and safety. This thesis presents the relationship between the value gap with service attributes that must be met by passengers’ perspectives, passengers’ satisfaction, and airport service quality. This thesis shows how an airport service quality is decided based on gap scale between airport management with passenger perspectives and priority services as passengers’ guarantee.
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Stephano, Davidi, Dev Jani, and David Mfinanga. "Does the Airport Servicescape Affect the Relationship between Airport Outcome Quality and Passenger Satisfaction?" Business Management Review 27, no. 1 (2024): 39–51. http://dx.doi.org/10.56279/bmrj.v27i1.3.
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Airports promote passenger satisfaction with superior service. Airport outcome quality (AOQ) is a part of Airport Service Quality (ASQ), which impacts daily service performance. In this study, the airport servicescape influenced the link between airport outcome quality and passenger satisfaction. The model was developed using the Hierarchical Service Quality Model (HSQM) and Stimulus-Organism-Response (SOR) theory, incorporating two direct and moderated paths. The study utilized a convenience sampling technique and conducted a cross-sectional survey of international travellers at critical airports in Tanzania. 389 respondents were evaluated using the PLS-SEM technique. Significant enhancements have been made in the direct and moderated relationships between airport outcome quality and passenger satisfaction. The airport environment was more effectively managed than the direct route. The environment of an airport improves the satisfaction of international airport passengers. Moreover, these findings have implications for theory, methodology, management, and policy. The study enhances the partial least squares research methodologies, specifically for higher-order structures. The study shows airport architects and officials that the airport servicescape is crucial for improving customer satisfaction at airport terminals.
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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 (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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Awad, Mahmoud, Ayman Alzaatreh, Alia AlMutawa, Hind Al Ghumlasi, and Mariam Almarzooqi. "Travelers’ perception of service quality at Dubai International Airport." International Journal of Quality & Reliability Management 37, no. 9/10 (2019): 1259–73. http://dx.doi.org/10.1108/ijqrm-06-2019-0211.
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Purpose Dubai’s aviation industry is one of the most leading global aviation centers with a customer centric focus and tremendous challenges. The purpose of this paper is to determine the main Airport service quality (ASQ) drivers and evaluate the perception of travelers of Dubai International Airport (DXB) terminal 3. Design/methodology/approach Travelers’ feedback is captured through interviews, initial survey and online review, and a more focused survey is developed as the main research tool. A hypothetical model is proposed and analyzed using confirmatory factor analysis (CFA) and structural equation modeling (SEM). The sample includes 275 passengers who had experience with DXB services. Findings The CFA supported by SEM was used and reveled check-in, assurance and empathy, and availability to some extent as the main constructs influencing travelers’ satisfaction and impression of DXB. Moreover, Kruskal–Wallis test suggested that nationality impact travelers’ experience of the airport. The study stresses the need to consider differences in perceptions among different travelers’ groups with different ethnical backgrounds. Research limitations/implications The external validity of the results can be enhanced by including more terminals and larger sample size. Terminal 3 is administered by one company and provide services for one airline. Focusing on terminal 3 only improves the internal validity of this study but limits the external one. Practical implications Decision makers can use the findings to improve travelers’ experience at airport. For example, customizing services for certain groups can improve experience of travelers significantly. Originality/value Based on the surveyed literature, there is little information or guidance on how to cluster constructs that best describe passengers’ journey in airports. Second, there are some conflicting results regarding the impact of nationalities and purpose of travel on travelers’ satisfaction. The purpose of this paper is to address the two gaps and identify factors that influence ASQ at DXB terminal 3. The investigation would help DXB management to understand what makes travelers satisfied during their journey at the airport.
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Martin-Domingo, Luis, Juan Carlos Martín, and Glen Mandsberg. "Social media as a resource for sentiment analysis of Airport Service Quality (ASQ)." Journal of Air Transport Management 78 (July 2019): 106–15. http://dx.doi.org/10.1016/j.jairtraman.2019.01.004.
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Pholsook, Thitinan, Warit Wipulanusat, and Vatanavongs Ratanavaraha. "A Hybrid MRA-BN-NN Approach for Analyzing Airport Service Based on User-Generated Contents." Sustainability 16, no. 3 (2024): 1164. http://dx.doi.org/10.3390/su16031164.
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As the world transitions from the COVID-19 pandemic to a new normal, the Airports Council International (ACI) has disclosed that the Asia-Pacific region is lagging other regions in terms of air traffic recovery. This research comprehensively examines passenger satisfaction at leading airports in Southeast Asia. A multimethod approach incorporating multiple regression analysis, Bayesian networks, and neural network analysis was utilized to scrutinize user-generated content from Skytrax. The study contemplates eight distinct attributes of airport customer ratings: queuing time, cleanliness, seating areas, signage, food services, retail options, Wi-Fi availability, and staff courtesy. The findings reveal that queuing time and staff courtesy are the most important factors influencing the overall airport service rating. These results provide empirical evidence supporting the enhancement of airport services in the region and contribute significantly to the theoretical understanding and managerial implications for airport management and authorities. This research thus offers a valuable resource for improving service quality and operational efficiency in the airport industry, which could lead to a recovery and increase in the number of air passengers in this region.
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Tasidjawa, Jelsya Margareth, and Sri Sutarwati. "Analisis Peningkatan Pelayanan Fasilitas Pengguna Jasa di Terminal Keberangkatan Bandar Udara Internasional Pattimura Ambon Periode 2021-2023." HEMAT: Journal of Humanities Education Management Accounting and Transportation 1, no. 2 (2024): 280–87. http://dx.doi.org/10.57235/hemat.v1i2.2499.
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Pada tahun 2021 dan 2022 Bandar Udara Internasional Pattimura Ambon meraih Penghargaan sebagai Bandar Udara Terbaik di kawasan Asia Airport Service Quality (ASQ) pasifik pada ajang Airport Service Quality (ASQ).Manajer Operasi dan Peningkatan Pelayanan Bandar Udara Internasional Pattimura Ambon menyatakan bahwa meskipun dua kali mendapatkan penghargaan tetapi khusus pelayanan yang berkaitan dengan fasilitas terminal keberangkatan belum optimal. Penelitian ini bertujuan untuk mengetahui bagaimana peningkatan pelayanan fasilitas pengguna jasa di terminal keberangkatan Bandar Udara Internasional Pattimura Ambon periode 2021-2023. Metode penelitian yang digunakan dalam penelitian ini adalah metode kualitatif deskriptif. Data diperoleh dari hasilobservasi, wawancara dan dokumentasi. Data yang sudah terkumpul kemudian di uji keabsahannya menggunakan teknik triangulasi untuk mengambil kesimpulan sehingga hasil penelitian dapat dipertanggung jawabkan validitas dan kredibilitasnya. Hasil penelitian ini menunjukkan bahwa pada tahun 2021 fasilitas pelayanan pengguna jasa di terminal keberangkatan Bandar Udara Internasional Pattimura Ambon masih belum optimal atau belum memenuhi peraturan yang di atur dalam PM 178 tahun 2015. Pada tahun 2022 terjadi peningkatan atau penambahan fasilitas untuk memenuhi PM 178 tahun 2015 yaitu self check-in, fasilitas belanja smoking cafe, gerai UMKM dan media hiburan. Pada tahun 2023 terdapat peningkatan dan perbaikan fasilitas menyesuaikan Peraturan Menteri Perhubungan yang baru PM 41 tahun 2023 seperti pengangkutan bagasi, kebersihan, pelayanan informasi, toilet,nursery, fasilitas bagi pengguna berkebutuhan khusus, tempat ibadah, ruang merokok, ruang bermain anak, Internet atau wifi, fasilitas maskapai penerbangan, fasilitas self check-in, dan charging station. Berdasarkan PM 41 tahun 2023 fasilitas yang belum terpenuhi yaitu fasilitas air minum di ruang tunggu terminal keberangkatan.
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Kim, Kyung Sook, Kee Woong Kim, Kun Hee Choi, and Jang Kyu Bang. "A Research on the Factors affecting the Score of Airport Service Quality(ASQ) Considering the Interaction Between Airport Authority and Subcontractor." Journal of the Korean Society for Aviation and Aeronautics 22, no. 1 (2014): 85–94. http://dx.doi.org/10.12985/ksaa.2014.22.1.085.
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Park, Jihyun, and Ha-Yeon Ju. "The effect of ASQ(Airport Service Quality) evaluation factors on national prestige and national brand citizenship behaviors : Focusing on foreign visitors at Inchon International Airport." Journal of Tourism Studies 36, no. 2 (2024): 195–219. http://dx.doi.org/10.21581/jts.2024.5.36.2.195.
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Masbait, Elfira Maya Dewi, and Walid Jumlad. "Analysis of Departure Waiting Room Terminal Capacity on Passenger Volume at Patimura Ambon International Airport, Maluku Province." AURELIA: Jurnal Penelitian dan Pengabdian Masyarakat Indonesia 2, no. 2 (2023): 1364–73. http://dx.doi.org/10.57235/aurelia.v2i2.640.
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Departure terminal capacity to passenger volume at Patimura Ambon International Airport, Maluku Province in 2021 has experienced an increase in the number of passengers, won the Airport Service Quality (ASQ) award, in the airport category with a capacity of less than 2 million per year, from this statement the researcher wants to conduct a wide capacity analysis waiting room terminal, seating facilities, and passenger volume, whether the research results need development or not. The data in this study used secondary data, namely data on the number of passengers in the last three years, and primary data, namely data on the number of existing passenger departure terminal seats. Data analysis used descriptive statistical methods based on the formula in SKEP/347/XII/99, Director General of Civil Aviation. The results of the study stated that the area of the departure waiting room was 220 m² based on SKEP 77/VI/2005 Director General of Civil Aviation. The capacity of the departure waiting room at Gate-1 to gate-5, gates 1 and 2 can accommodate passengers, gate-3 = 271 passengers, gate-4 = 267 passengers and gate-5 = 247 passengers. The need for seats based on SKEP 77/VI/2005 Director General of Civil Aviation is 828 seats. The results of the analysis of the capacity of the Departure Waiting Room Terminal for Passenger Volume at Patimura Ambon International Airport, Maluku Province, were declared to be appropriate based on SKEP 77/VI/205 of the Director General of Civil Aviation.
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Khairunnaziri, Muhammad, Muhammad Afif Gunung, Muhammad Hafiz, and Yova Ruldeviyani. "Identification of Airport Service Quality using Sentiment Analysis at Soekarno-Hatta International Airport." Indonesian Journal of Computer Science 14, no. 1 (2025). https://doi.org/10.33022/ijcs.v14i1.4589.
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PT Angkasa Pura II is a state-owned corporation that operates airport services in Indonesia. The increasing number of passengers at Soekarno-Hatta International Airport presents challenges in managing significant traffic growth, which impacts infrastructure and services. Successfully addressing these challenges relies on technological innovation and strategies to enhance service quality with improving passenger satisfaction is crucial as traffic continues to rise. This study aims to assist PT Angkasa Pura II by identifying the most essential features of passengers’ experience based on Airport Service Quality (ASQ) from Airport Council International (ACI) components using Google Maps reviews. This paper also compares the ASQ indicated in the social media reviews to the structure-based questionnaire responses from passengers at the airport in 2023. Based on the sentiment analysis of 17,481 reviews, the study discovers that airport facilities and environment are the most frequently mentioned ASQ aspects of Soekarno-Hatta International Airport. This result demonstrates that PT Angkasa Pura II should mainly focus on these two factors to enhance passengers’ experience and activities at the airport. This research also finds that structure-based surveys might not provide the same data as ASQ produced from sentiment analysis on social media channels. In addition to several factors that contribute to this fact, the usage of social media data has shown to be a way to diversify survey methodologies to gather more complete customer insights
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"THE AIRPORT SERVICE QUALITY: CASE STUDY SARAJEVO INTERNATIONAL AIRPORT." JOURNAL OF TOURSIM AND HOSPITALITY MANAGEMENT, 2016. http://dx.doi.org/10.35666/25662880.2016.2.280.
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Every successful company focuses business policy on the quality of service and customer satisfaction. The level of quality services provided and the level of customer satisfaction are among the main determinants of the profitability of service companies, including airports. Absence of research and valid data regarding airport service quality in Bosnia and Herzegovina, including Sarajevo Airport was the key motive for this paperwork. Without having this data/information airport management is not able to manage successful service quality and achieve passenger satisfaction. The intention of this study is to provide a deeper insight into needs of modern passenger through the analysis of theoretical information and through customer research of satisfaction conducted at Sarajevo International Airport. The study was performed by using structured questionnaire (66 questions). Based on the existing literature for research, the authors adapted and expanded the query, used by ACI – AETRA ASQ program. 500 questionnaires were distributed and 440 collected, which makes the response rate of 88%. By the literature analysis and conducted research the most important factors that influence the perception of passengers in terms of service quality at Sarajevo Airport were identified: „check-in“, Internet WIFI, security, foodservices, cleanness and staff hospitality. The success of the airport depends on how well the airport knows and to what extent satisfies different groups of airport users. This paperwork confirmed the importance of service quality management and customer satisfaction for the long term success of the airport. The results of conducted research at the Sarajevo Airport, also indicate that it is possible to define services which, according to the opinion of passengers, significantly influence the level of satisfaction and perceived quality of provided services and those are the following: „Check-in“, Internet WIFI, airport security, restaurant services, cleanness of passenger terminal and staff hospitality.
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"THE CORRELATION BETWEEN SPATIAL PLANNING AND SUSTAINABLE TOURISM DEVELOPMENT: CASE STUDY OF BOSNIA AND HERZEGOVINA." JOURNAL OF TOURSIM AND HOSPITALITY MANAGEMENT, 2016, 262–79. http://dx.doi.org/10.35666/25662880.2016.2.262.
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Every successful company focuses business policy on the quality of service and customer satisfaction. The level of quality services provided and the level of customer satisfaction are among the main determinants of the profitability of service companies, including airports. Absence of research and valid data regarding airport service quality in Bosnia and Herzegovina, including Sarajevo Airport was the key motive for this paperwork. Without having this data/information airport management is not able to manage successful service quality and achieve passenger satisfaction. The intention of this study is to provide a deeper insight into needs of modern passenger through the analysis of theoretical information and through customer research of satisfaction conducted at Sarajevo International Airport. The study was performed by using structured questionnaire (66 questions). Based on the existing literature for research, the authors adapted and expanded the query, used by ACI – AETRA ASQ program. 500 questionnaires were distributed and 440 collected, which makes the response rate of 88%. By the literature analysis and conducted research the most important factors that influence the perception of passengers in terms of service quality at Sarajevo Airport were identified: „check-in“, Internet WIFI, security, foodservices, cleanness and staff hospitality. The success of the airport depends on how well the airport knows and to what extent satisfies different groups of airport users. This paperwork confirmed the importance of service quality management and customer satisfaction for the long term success of the airport. The results of conducted research at the Sarajevo Airport, also indicate that it is possible to define services which, according to the opinion of passengers, significantly influence the level of satisfaction and perceived quality of provided services and those are the following: „Check-in“, Internet WIFI, airport security, restaurant services, cleanness of passenger terminal and staff hospitality.
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Nugroho, Adi. "Study of Airport Service Quality and Profitability in Indonesia." Journal of Economics and Business 4, no. 2 (2021). http://dx.doi.org/10.31014/aior.1992.04.02.354.
Full textAbstract:
This study was about the Airport Service Quality (ASQ) measurement and its relation to profitability in the airport industry. The main purpose of this study was to develop an understanding of the ASQ measurement in Airports by investigating the relationships of service quality in terms of creating purchase intentions. In specific to ASQ, the surveys have been systematically carried out by many airport operators all over the world. ASQ has 8 components: access; check-in; passport/personal ID control; security; finding your way; airport facilities; airport environment; and arrival services. This is different from PZB’s (1985) Service Quality dimensions. This suggests that an effective process of measuring and analyzing passenger perceptions of ASQ is not easily achieved. These concerns are certainly relevant to avoid misinterpreting passenger perceptions. The measurement model should be considered for a multidimensional approach in the context of airport performance measurement regarding service quality.The study, however, included the perceptions of both international passengers and domestic concerning the current service levels, more specific was using the measurement model of Cronin and Taylor (1992). Cronin and Taylor (1992) say that perception alone is enough and even better than other models i.e, PZB (1988) model. This study analyzes whether passengers may stay longer in the airport, recommend the airport to other people or pay higher tax if they are satisfied with the service offers by airport. This also included an assessment the ability ASQ to explain the variation in repeat purchase intention including interaction among variables. The results of this study show ASQ has a moderately low effect of purchasing intentions.
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Das, Arijit, and Pooja Choudhury. "Identifying airline passengers satisfaction and ground airport services perception of kolkata airport during COVID19- ASQ (Airport Service Quality) perspective." International journal of health sciences, October 8, 2022, 47569–81. http://dx.doi.org/10.53730/ijhs.v6ns7.13285.
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Background: The research on the airlines' ground services in airports is central to the business environment, impacting the departure and arrival functions, while COVID-19 has adversely affected service capabilities, impacting passenger safety and satisfaction. Aims: The aim is to find the factors influencing airport services during COVID-19 from the passenger perspective using the Airport Service Quality (ASQ) framework.Methods- ASQ (Airport service quality) scale was used with 39 items for a sample of 200, tested in SPSS for reliability and validity, and underwent factor analysis. Results-Airport management of Kolkata has emphasize the role of leadership management to focus on the airport ground services, with a new set of service protocols by WHO adapted to Kolkata ground services. Moderately satisfactory COVID-19 arrangements with, hand washing provision, facilities for immediate quarantine facility, disposal procedure, and way finding within Kolkata airport also have passengers who do not exhibit social conformance behaviour towards social distancing. Conclusion- Airport leadership management in airport ground services has accommodated the new COVID19 service that needs to match passenger behaviour aberrations to eliminate issues of contamination. Visual signage and way-finding guide passengers' well-being and satisfaction, while passengers must in the face of increased service time when following COVID19 service protocols.
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Usman, Agus, Yudi Azis, Budi Harsanto, and Anton Mulyono Azis. "Airport service quality dimension and measurement: a systematic literature review and future research agenda." International Journal of Quality & Reliability Management, October 13, 2021. http://dx.doi.org/10.1108/ijqrm-07-2021-0198.
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Purpose The purpose of this paper is to outline the evolution of research on airport service quality and measurement index of passenger satisfaction to explore opportunities for future research direction. Design/methodology/approach A systematic literature review was conducted involving a total final sample 27 articles published during 2000–2020, the source of the database used in this study is Emerald, ScienceDirect, Harzing's Publish or Perish with API Key based on set of inclusion/exclusion criteria for analysis and synthesis to meet the purpose of the paper. Findings Dimensions of measuring airport service quality are currently based on a process approach. There are eight dimensions of ASQ measurement practiced by the industry, which is different from the five dimensions of service quality measurement generally. There is still a theoretical and empirical gap, so one of the challenges in applying the ASQ measurement dimensions is bridging research with applications in the airport industry. Other findings, research on airport service quality measurement is currently focused on passenger satisfaction. The integration of expectation-disconfirmation theory and service profit chain models can be used in service quality, passenger satisfaction and profitability. Research limitations/implications This paper seeks to contribute to and analyze limited articles on service quality at airports and identify further research areas. Originality/value This paper tries to explain the development of research on the dimensions of measuring service quality at airports. The author identifies a gap in airport service quality measurement dimensions used by researchers and the industry. The author believes that this study can provide a comprehensive thought on using airport service quality measurement dimensions for future research.
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Engle, Brian, and Dr Patricia Ryan. "Expanding the ‘Orlando experience’." Journal of Airport Management, September 1, 2020. http://dx.doi.org/10.69554/dzup2528.
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Airports have been ranked by organisations such as Skytrax, ACI World (through ASQ), and J. D. Power for their customer experience for years, but no formal identification of the factors that contribute to customer experience has been established. The authors worked together over the past three years to determine the significant factors that create world-class airports offering outstanding customer experiences. Also, the methodologies, techniques, technology, benchmarks, metrics and best practices used by recognised awardwinning airports were compared with the Orlando International Airport customer experience programme. Additional training was developed for all Greater Orlando Aviation Authority (GOAA) employees to reinforce the existing customer service programme and assist in individuals and departments to embrace their role in providing the ‘Orlando Experience’. A gap analysis was performed to compare the current executive leadership’s idea, and that of management and rank and file, of their role in providing improved ‘Orlando Experience’ with the traveller’s perspective. The result is improved customer experiences throughout MCO and awards by J. D. Power for the past two years for the best airport in customer satisfaction for mega airports. This paper is intended to share the results of research, meetings within the airport staff, focus groups conducted, extensive social media analysis and methodologies employed to provide an enhanced ‘Orlando Experience’, which may be employed by other airports desiring to improve their customer experiences.
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Rief, Bridget M., and Phil Burke. "Metropolitan Airports Commission’s vision for customer-centric services and facilities at Minneapolis-St. Paul International Airport." Journal of Airport Management, December 1, 2021. http://dx.doi.org/10.69554/joxr3000.
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Years ago, the Metropolitan Airports Commission (MAC) declared its vision is: ‘Providing your best airport experience’. To that end, MAC has been creatively determining strategies for how and where to provide enhanced services for not just the passengers, but for employees as well. By tapping into the passengers using the airport as well as the employees providing the service, the MAC formed a Customer Service Action Council (CSAC) to develop customer training, rewards programmes and a forum for discussing what MSP can do better to meet the needs for all. The MAC also tasked the airport development design teams to incorporate customercentric amenities into construction wherever they can to ease stress, enhance joy and create a facility that is equitable to the endless variety of passengers and employees. These two strategies, coupled with an overall attitude of infusing customer service into all things, has created the opportunities MAC needed to elevate the quality of the Minneapolis-St. Paul International Airport (MSP) facilities and boost ASQ scores. This paper describes the strategies which, although disrupted with the 2020 COVID-19 turndown, resulted in a pre-COVID four-year run of ASQ’s Best Airport in North America award for airports in the 25−40m passenger category.
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"ACI releases Airport Service Quality tools and announces the 2017 Director General’s Airports Service Quality Roll of Excellence inductees." Journal of Airport Management, October 1, 2017. http://dx.doi.org/10.69554/hvwy9997.
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Dini, Lucia, Arne Schulke, and Christoph Klingenberg. "Digital transformation: An analysis of the current state within Europe’s top five digital airports." Journal of Airport Management, September 1, 2023. http://dx.doi.org/10.69554/gkkx7932.
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This paper showcases the current stage of implementation of various selected digital transformation initiatives at the top five European airports in this regard. Applying a recent theoretical framework (technology adoption framework for airports [TAFA]), the overall current level of technology adoption projects in various stages of implementation at these airports is analysed. The study’s approach is based on qualitative data which was collected through interviews with airport representatives and industry experts as well as from publicly available sources. The study shows that the targeted airports understand digital transformation as the process of enhancing their passenger experience and their cost base via improved service quality and operational efficiency. The findings reveal that Europe’s top five airports currently share the characteristics of Airport 3.0 and that they are progressively beginning solutions based on Industry 4.0 technologies. The outlook on current trial and pre-trial technologies shows a common trend of transformation towards Airport 4.0. There is, however, no common approach applied to this that would be coordinated either by ACI, ICAO or even IATA, leaving a patchwork of isolated technology solutions with widely divergent user experiences to be expected. In the nearer future, airports are likely to remain technological islands with no common approach to a seamless integration between them and, ideally, also between airlines and other transport providers to improve travellers’ physical and digital journey. The study can serve as a guideline for airport managers and will support their decision-making processes by providing information on the strategies taken by the top five European airports.
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Rodríguez-Sanz, Álvaro, and Luis Rubio-Andrada. "An empirical evaluation of airport capacity and demand: insights regarding air traffic design hours and delay." Aircraft Engineering and Aerospace Technology, September 28, 2023. http://dx.doi.org/10.1108/aeat-04-2023-0117.
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Purpose An important and challenging question for air transportation regulators and airport operators is the definition and specification of airport capacity. Annual capacity is used for long-term planning purposes as a degree of available service volume, but it poses several inefficiencies when measuring the true throughput of the system because of seasonal and daily variations of traffic. Instead, airport throughput is calculated or estimated for a short period of time, usually one hour. This brings about a mismatch: air traffic forecasts typically yield annual volumes, whereas capacity is measured on hourly figures. To manage the right balance between airport capacity and demand, annual traffic volumes must be converted into design hour volumes, so that they can be compared with the true throughput of the system. This comparison is a cornerstone in planning new airport infrastructures, as design-period parameters are important for airport planners in anticipating where and when congestion occurs. Although the design hour for airport traffic has historically had a number of definitions, it is necessary to improve the way air traffic design hours are selected. This study aims to provide an empirical analysis of airport capacity and demand, specifically focusing on insights related to air traffic design hours and the relationship between capacity and delay. Design/methodology/approach By reviewing the empirical relationships between hourly and annual air traffic volumes and between practical capacity and delay at 50 European airports during the period 2004–2021, this paper discusses the problem of defining a suitable peak hour for capacity evaluation purposes. The authors use information from several data sources, including EUROCONTROL, ACI and OAG. This study provides functional links between design hours and annual volumes for different airport clusters. Additionally, the authors appraise different daily traffic distribution patterns and their variation by hour of the day. Findings The clustering of airports with respect to their capacity, operational and traffic characteristics allows us to discover functional relationships between annual traffic and the percentage of traffic in the design hour. These relationships help the authors to propose empirical methods to derive expected traffic in design hours from annual volumes. The main conclusion is that the percentage of total annual traffic that is concentrated at the design hour maintains a predictable behavior through a “potential” adjustment with respect to the volume of annual traffic. Moreover, the authors provide an experimental link between capacity and delay so that peak hour figures can be related to factors that describe the quality of traffic operations. Originality/value The functional relationships between hourly and annual air traffic volumes and between capacity and delay, can be used to properly assess airport expansion projects or to optimize resource allocation tasks. This study offers new evidence on the nature of airport capacity and the dynamics of air traffic design hours and delay.