Quality improvement at Vienna International Airport

Julian Jäger

Journal of Airport Management, 2017, vol. 11, issue 1, 38-47

Abstract: Vienna International Airport (VIA) faced a challenging situation when its new Terminal 3 opened. Poor business results combined with low passenger satisfaction led to a restructuring of internal quality management. This paper presents the efforts undertaken by VIA to improve efficiency and service quality as a best practice example.

Keywords: Vienna International Airport; VIE; service quality; quality improvement; retail; passenger satisfaction (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jam000:y:2017:v:11:i:1:p:38-47

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