Assessment of the airport service quality

Abstract

The quality of airport services for airlines is been investigated in this paper using Servqual method. Literature analysis has resulted in the development of a system of criteria (37 criteria) for measuring the quality of the airport services provided to airlines. Based on the analysis of literature and expert assessment, the authors propose a system of criteria designed for measuring the quality of airport services provided to airlines according to five service quality dimensions as well as the service processes provided by airports. Using the criteria system quality the level of airport services provided to airlines has assessed. The following methods have been applied: the comparative analysis of the scientific literature and data analysis.