Abstract
In line with the advancing airway capability, the non-aeronautical business opportunities at airports are also in growth. To attract more passengers or to generate extra income over non-aeronautical services, the airport decision-makers need to evaluate the quality of their services. This study aims at introducing an expanded approach to improve airport service quality aspects of the non-aeronautical business opportunities. Given the increasing number of airports, passengers prefer airports, which provide better or extra services compared to others. To reveal the airport service quality (ASQ) aspects, together with the quality department experts, we conducted a qualitative study that put forward six significant dimensions for an effective evaluation of airport service quality at an airport. Based on the results of the qualitative study, we designed the sector-specific questionnaire, and its empirical data is conducted over 250 passengers through a face-toface survey. Survey results introduce a practical assessment tool for the use of airport managers to gather strategic inputs on their strategic plans and quality implications. Results also contribute to the literature by presenting a comprehensive understanding of the airport service quality.
Highlights
Technological developments in the aviation sector have shortened distances
To focus on the aim, we reduce 170 academic research to 28 relevant to the multidimensionality of airport service quality measurement on airport non-aeronautical services perceived by passengers
We developed the questionnaire after the interviews with passengers through adopting experiences of experts in non-aeronautical service quality
Summary
Technological developments in the aviation sector have shortened distances. Besides, airports are becoming easy and enjoyable places. The increase in the number of airports allows passengers to prefer airports in terms of a hub, cost, and providing better or extra services unless they have a compulsory choice of airports shaping their journey. In this regard, the airport managers strive to provide attractive, quality services because of the potential revenues and the evolving demands of passengers. There are some factors considered as driving forces related to this perspective Such as; commercialization and privatization of airports, competitive forces in the airline industry, and the growing expectations of the passengers (Graham, 2013). The measuring necessity of the airport service quality perception has emerged as in every
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