Customer service in the aviation industry – An exploratory analysis of UAE airports

Mohammed Arif, Aman Gupta and Aled Williams

Journal of Air Transport Management, 2013, vol. 32, issue C, 1-7

Abstract: Customer satisfaction is given top priority by all service-oriented industries. The civil aviation industry is no exception. The highly competitive global aviation arena causes various airlines to vie for the top position with lot of importance being given to the customer service. The aim of this study is to analyze the methods and tools used by the United Arab Emirates' (UAE's) federal government and the various local governments in the country to improve the customer satisfaction with regard to the aviation industry in the country. This paper develops a framework to assess customer service in the aviation sector in the UAE and uses the framework to analyze and compare the three main airports in the UAE based on the feedback of passengers.

Keywords: Airport service quality; Airport customer service; Customer feedback; Statistical analysis (search for similar items in EconPapers)
Date: 2013
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (11)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:32:y:2013:i:c:p:1-7

DOI: 10.1016/j.jairtraman.2013.05.001

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