Service Quality and Innovation in Air Transport

Abstract

Passenger services at airports are coproduced by many organizations - airports, airlines, ground handlers, immigration, customs, aviation security, and commercial establishments. Service performance on subjective parameters is evaluated primarily through customer satisfaction surveys at frequent intervals through third parties with varying parameters and methodology. The objective parameters as defined by the airports are measured and reported by the airports. Thus, there is no standardized set of parameters and methodology for airport services performance. With the increased passenger's awareness about quality of services and reporting platforms like social media, airports have started to innovate the processes and introduce advanced technologies and exceed the service quality paradigm to passenger experience. Also, the importance attached to the services by the passengers differs based on the travel purpose. It is seen that airports compete with each other to add value to passenger services and experience on a continual basis. This book chapter describes these aspects of airport services.