Correlation between the quality of service and economic performance of airports illustrated by Pulkovo airport and Denver international airport

Abstract

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.