A Multi-criteria Framework for Evaluating Passenger Satisfaction in Thessaloniki Airport

Alexandra Athanasiadou, Michael A. Madas (mmadas@uom.gr) and Fotis C. Kitsios (kitsios@uom.gr)
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Alexandra Athanasiadou: Aristotle University of Thessaloniki
Michael A. Madas: University of Macedonia
Fotis C. Kitsios: University of Macedonia

A chapter in Operational Research in the Era of Digital Transformation and Business Analytics, 2023, pp 97-105 from Springer

Abstract: Abstract Level of Service Quality (LoSQ) constitutes a key performance metric and indicator of passenger satisfaction in airport terminals. Service quality and satisfaction has been extensively addressed in existing literature from the passenger perspective. In our paper, we develop and implement a multi-criteria framework for evaluating passenger satisfaction in airport terminals. The evaluation framework is based on the Multi-criteria Satisfaction Analysis (MUSA) methodology and consists of 8 passenger satisfaction criteria and 53 sub-criteria. Finally, the proposed framework is demonstrated for Thessaloniki Airport “Makedonia” in Greece.

Keywords: Service quality; Passenger satisfaction; Airport terminal; Multi-criteria analysis; MUSA (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-031-24294-6_10

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DOI: 10.1007/978-3-031-24294-6_10

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