Abstract
The present chapter aims to evaluate and prioritize service quality attributes at airports from a post-COVID-19 perspective. To achieve this objective, the full consistency method (FUCOM) was employed to analyze a proposed hierarchical framework. A thorough literature review was conducted to formulate the proposed framework, which includes the dimensions of access, airport environment, airport facilities, check-in, security, and 19 service attributes linked to these dimensions. To establish the viability of the suggested approach, data were collected from a team of decision-makers through the use of a structured questionnaire. The results of the research indicated that the access dimension is the most significant, with the convenience of ground transportation being the most important attribute. Conversely, the least significant attribute identified was the efficiency of COVID-19 test centers. The research demonstrates that the FUCOM methodology is an effective tool for enhancing airport service quality.
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