Assessing Customer Service in Airports – Models from the UAE
Embry-Riddle Scholarly Commons · Journal article (IJAAA) · oai:commons.erau.edu:ijaaa-1007 · Published 2014-06-01 · Embry-Riddle Aeronautical University · 3 authors
Abstract and citation only, verbatim from Embry-Riddle Scholarly Commons; full text lives there. All credit to the authors and Embry-Riddle Aeronautical University.
Abstract
Customer service at airports has become a key priority for airport operators given the high degree of competitions. This paper uses an airport customer service model to analyze three examples from the United Arab Emirates (UAE). Passenger interviews, statistical information, customer feedback and other forms of information have been utilized to learn more about the customer view on the quality of service offered at these three airports. Detailed qualitative analysis of these case studies has highlighted some key issues in the area of customer service and identifies some opportunities for improvement.
Authors
- Gupta, Aman Embry-Riddle Aeronautical University
- Arif, Mohammed Embry-Riddle Aeronautical University
- Richardson, Phillip A Embry-Riddle Aeronautical University
Keywords
- Airport service quality
- Airport customer service
- Customer feedback
- Qualitative analysis.
- Business Administration, Management, and Operations
- Management Sciences and Quantitative Methods
- Operations and Supply Chain Management
- Operations Research, Systems Engineering and Industrial Engineering
- Systems Engineering
Citation
Gupta, Aman, Arif, Mohammed, Richardson, Phillip A (2014). Assessing Customer Service in Airports – Models from the UAE. Embry-Riddle Aeronautical University. Embry-Riddle Scholarly Commons ID oai:commons.erau.edu:ijaaa-1007. https://commons.erau.edu/ijaaa/vol1/iss2/3 ↗