Airport service quality

Anne Graham

A chapter in Elgar Encyclopedia of Transport and Society, 2025, pp 52-53 from Edward Elgar Publishing

Abstract: Airport service quality is important because of the increasingly competitive airport environment and more discerning customers. It is the result of the combined activities of all airport stakeholders and is influenced by many tangible and intangible dimensions. Service quality is measured with service delivery operational objective measures and service satisfaction subjective measures. Various international benchmarks exist. Airports have been broadening their service quality focus in recent years to embrace the passenger experience concept, which takes a more subjective holistic perspective of the various encounters that passengers face in their entire airport journey from home to the destination.

Keywords: Airport; Service; Quality; Customers; Satisfaction; Experience (search for similar items in EconPapers)
Date: 2025
ISBN: 9781035330515
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