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Developing a quality index for US airports

Developing a quality index for US airports This paper addresses efforts to design a quantitative index of characteristics and factors that comprise quality in airport facilities and operations from the perspective of all airport service customers including airlines, airport tenants, airport service operators, and consumers of airline and air cargo operations. The results of an initial survey of airport directors and consultants have identified 12 broad factors that, in their view, most affect the quality of airport operations. These factors include parking, capacity, ground transportation, shopping and restaurant services, and waiting area considerations. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Developing a quality index for US airports

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520010373136
Publisher site
See Article on Publisher Site

Abstract

This paper addresses efforts to design a quantitative index of characteristics and factors that comprise quality in airport facilities and operations from the perspective of all airport service customers including airlines, airport tenants, airport service operators, and consumers of airline and air cargo operations. The results of an initial survey of airport directors and consultants have identified 12 broad factors that, in their view, most affect the quality of airport operations. These factors include parking, capacity, ground transportation, shopping and restaurant services, and waiting area considerations.

Journal

Managing Service QualityEmerald Publishing

Published: Aug 1, 2000

Keywords: Airports; Service quality; USA

References