Abstract
The purpose of this paper is to present a model developed to assess the customer service of an airport and also to suggest opportunities for service improvement. The model is validated through a case study of Dubai International Airport. Semi-structured interviews were used to elicit relevant information. The assessment model was developed drawing on a thorough review of the literature. The model combines the features of three models, including the boomerang model, inter-cultural model and pleasure model, and satisfies five criteria, namely, customer satisfaction, customer loyalty, cultural diversity, highly mobile population and competition with other airports in the Middle East. The model was developed for assessing customer service at airports in the United Arab Emirates, but easily could be adapted for other airports in the world.
| Original language | American English |
|---|---|
| Journal | Journal of Airport Management |
| Volume | 7 |
| State | Published - 2013 |
| Externally published | Yes |
Keywords
- airport service quality
- airport customer service
- customer feedback
- assessment model
Disciplines
- Management Sciences and Quantitative Methods
- Operations and Supply Chain Management
- Operations Research, Systems Engineering and Industrial Engineering