Abstract
Passenger's satisfaction evaluation is very complicated for transport infrastructure services that accommodate high demand, mainly due to international passenger's quality attitudes, expectations, and experiences. This paper focuses on the development of the methodological framework to assessing level of service quality at airports, adopting two evaluation layers: the level of service (efficiency to manage traffic demand) and the level of expectation (performance to accommodate traveler's needs). The conceptual framework develops a holistic approach to evaluate overall level of service quality of an airport. A modeling framework then is developed to test the reliability of the level of quality and the consistency of airport level of service and level of passengers expectation. The methodology is applied in a small sized airport the Democritus Airport in Alexandroupolis, in Northern Greece. The analysis explores the passenger's satisfaction level for Greek regional airports and highlights the consistency of level of airport service and passenger's level of expectations.
Highlights
International tourism performs strongly worldwide fueled by a positive economy and increased air capacity
This paper focuses on the development of the methodological framework to assessing level of service quality at airports, adopting two evaluation layers: the level of service and the level of expectation
The results indicate that the Level of Expectations (LoE) variables in check in area have higher scores than those in boarding area
Summary
International tourism performs strongly worldwide fueled by a positive economy and increased air capacity. Southern and Mediterranean Europe have undergone enormous growth in the tourist demand during the last decade, which in turn has significantly increased the demand for air travel (UNWTO, 2019). International aviation will increase by 5.0% by 2030 and will continue to grow through 2050 with compound annual growth rate of 3.8%. Stakeholders, Airport managers, Airport Operators and Consultants indicate that the factors affecting satisfaction could identify, improve or maintain to the desired level the passengers (Dimitirou, 2018b). This approach was based on the stakeholders’ perspective and not on the passengers. Chen (2002) determined the factors that constitute the overall airport quality
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
