2003
DOI: 10.1080/1478336032000091030
|View full text |Cite
|
Sign up to set email alerts
|

An international survey of the nature and prevalence of quality management systems in airports

Abstract:  This paper examines the importance of quality systems to airport managers in improving airport operations whilst faced with an increasingly complex and competitive operating environment. The authors present their findings from a recent international survey of the world's busiest 200 airports into the nature of airports' quality management. The paper also includes material on the ways best practice benchmarking is being employed by airport managers. A review of the literature on quality management by a… Show more

Help me understand this report

Search citation statements

Order By: Relevance

Paper Sections

Select...
2
1
1
1

Citation Types

0
18
0

Year Published

2005
2005
2021
2021

Publication Types

Select...
6
1

Relationship

1
6

Authors

Journals

citations
Cited by 22 publications
(18 citation statements)
references
References 11 publications
0
18
0
Order By: Relevance
“…There are also awards given by external bodies in recognition of their approach to quality management such as the European Foundation for Quality Management (EFQM) excellence awards, for example awarded to Strasbourg and Athens airports, and the Malcolm Baldridge Award in North America. Another survey of the top 200 busiest passenger airports found a fairly similar result to the ACI one, namely that 23 per cent of the airports had quality certifi cation and 5 per cent participated in the Malcolm Baldridge awards scheme ( Francis et al ., 2003 ). However it must be borne in mind that both these studies are rather old now and a number of airports have subsequently sought certifi cation.…”
Section: Quality Management At Airportsmentioning
confidence: 74%
“…There are also awards given by external bodies in recognition of their approach to quality management such as the European Foundation for Quality Management (EFQM) excellence awards, for example awarded to Strasbourg and Athens airports, and the Malcolm Baldridge Award in North America. Another survey of the top 200 busiest passenger airports found a fairly similar result to the ACI one, namely that 23 per cent of the airports had quality certifi cation and 5 per cent participated in the Malcolm Baldridge awards scheme ( Francis et al ., 2003 ). However it must be borne in mind that both these studies are rather old now and a number of airports have subsequently sought certifi cation.…”
Section: Quality Management At Airportsmentioning
confidence: 74%
“…In many parts of the world, airlines enter into service-level agreements with airports and third-party handlers in an attempt to maintain levels of service for passengers. Passengers see the airline as the provider of the service and may not realize that the airport and third-party handlers are involved (see Francis et al, 2003). This performance measurement activity is important, particularly in a competitive market, where there is a 'rule of thumb' which claims 'it costs 10 times more to win a new business passenger than to keep an existing one', an idea that has underpinned airlines introducing frequent flier programmes to maintain customer loyalty and to provide rich data streams that enable them to market to passengers on the basis of extensive market intelligence (Goetz, 2002;Shaw, 1999).…”
Section: Quality Of Service Performance Measuresmentioning
confidence: 99%
“…The use of airport service quality measures by the airlines has been a point of commercial contention for a number of years (Graham, 2003). Airline passengers have their own opinions on the acceptability of the service they receive (referred to as user perceived level of service; see Francis et al, 2003) determined by such activities as check-in and baggage reclaim. A bad experience at the airport may determine the passengers' future propensity to fly again with a certain airline, so it is important for the airline to monitor the provision of airport services, surface access and third-party ground-handling services to maintain quality for their passengers 3 .…”
Section: Quality Of Service Performance Measuresmentioning
confidence: 99%
“…[9] C. Bernabai, ''Airports: An integral part of the air traffic management system'', Air and Space Europe. 3(1/2), [25][26][27]2001.…”
Section: Acknowledgementmentioning
confidence: 99%