Service Quality Benchmarking Methodology for Airport Passenger Terminals Based on Level of Facility Provision
Abstract
Service quality in airport terminals is considered very important to multiple stake holders including passengers, airlines, airport operator, concessionaires and local community. A critical need for the airport industry is the availability of techniques for evaluating the service quality provided to passengers. Defining overall service quality standards is important in terms of designing, managing and benchmarking the service quality of a passenger terminal. Currently there is no technique capable of defining overall service quality standards for airport terminals using objectively defined service performance criteria. Objective measurement is defined as service performance measurements determined using quantitative measurements that cannot be subjected to value criticism.
This thesis presents a comprehensive technique for determining standards of overall service quality at airport passenger terminals using objectively measured service performance criteria. Criteria for defining overall service quality standards is determined based on the value of relative importance of different service attributes at the passenger terminal. Passenger opinion was used to determine the value of attribute relative importance. A stated preference survey format was used to collect data from the passengers in order to calculate values of attribute relative importance. Advantages achieved with the technique are its versatility of recruiting respondents with a wider representation of the target population and the ability to cover a wider range of service attributes within the survey. Respondents were recruited at the main terminal of The Calgary International airport and online. Discrete choice modelling and generalised ordinal regression analysis were used as main analysis models. Finally a comprehensive evaluation scheme is developed as a tool to measure the overall service quality of a given airport terminal relative to the overall service quality standards defined by the study.
The main contribution of the research is the development of a methodology to establish overall service quality standards and the evaluation scheme for overall service quality measurement at airport terminals.
Future work is recommended to extend this methodology and develop a comprehensive industry application with industry wide consensus.
Description
Keywords
Engineering--Civil
Citation
Adikariwattage, V. (2015). Service Quality Benchmarking Methodology for Airport Passenger Terminals Based on Level of Facility Provision (Doctoral thesis, University of Calgary, Calgary, Canada). Retrieved from https://prism.ucalgary.ca. doi:10.11575/PRISM/27762