Developing a quality index for US airports

Abstract

This paper addresses efforts to design a quantitative index of characteristics and factors that comprise quality in airport facilities and operations from the perspective of all airport service customers including airlines, airport tenants, airport service operators, and consumers of airline and air cargo operations. The results of an initial survey of airport directors and consultants have identified 12 broad factors that, in their view, most affect the quality of airport operations. These factors include parking, capacity, ground transportation, shopping and restaurant services, and waiting area considerations.

Measuring airport service quality: A multidimensional approach

“…Chien-Chang, 2012;Kuo & Liang, 2011;Lupo, 2015;Tsai, Hsu, & Chou, 2011;Yeh & Kuo, 2003); b. Resuming investigation on passenger expectations with the airport service (Bogicevic et al, 2013;Caves & Pickard, 2000;Chang & Chen, 2011Fodness & Murray, 2007;George et al, 2013;Rhoades, Waguespack Jr, & Young, 2000); c. The nature of the effects of different service attributes on passenger satisfaction with the airport (Bogicevic et al, 2013;Mikulic & Prebežac, 2008;Prebezac, Mikulic, & Jurkovic, 2010); d. Discussions on service quality measurement, including exploratory studies on ASQ multidimensionality Fodness & Murray, 2007;George et al, 2013); e. Accounting for service quality within studies on airport efficiency measurement "Measuring airport service quality: a multidimensional approach", Journal of Air Transport Management, 53, pp. 85-93, http://dx.doi.org/10.1016Management, 53, pp.…”

Evaluation of an Airport Terminal Building for Developing a Measurement of Passenger Satisfaction Standard in Turkey

“…The researches which were done about the crowdedness of the terminals, such as the works of Lemer [3] and Janic [1] point out the importance of crowdedness as a determiner of satisfaction level although these researches were conducted in relatively less crowded time periods. There are many examples among the literature survey related to the evaluation of waiting lounges ( [4]; [7]; [10]; [11];[12]; [13]). The comfort level and conditions of waiting seats is the most common evaluation scale for these spaces encountered in these studies very often.…”

“…This result reveals that spatial standards are as important as, even sometimes more important than the service quality during the passenger evaluations. According to the literature survey, many studies reveal the importance of food court and shopping service satisfactions very often ( [10]; [11];[12]; [13]). According to finding, passengers prefer to spend time in a seating arrangement which also provides eating and drinking, as well as snacking services rather than waiting in a standard seating area arranged in lines.…”

Assessing Service Quality: A Combination of SERVPERF and Importance-Performance Analysis

“…Customers often do not have a choice among airports, regardless of the price and the quality levels of the service. Even if one found the parking arrangements poor, the terminal facilities somewhat puzzling, the restaurants and retail outlets high-priced, or the ground transportation facilities congested, the customers are forced to accept the situation offered by airport authorities [14]; or at least this somewhat happened in the developed countries.…”