Assessing Customer Service in Airports – Models from the UAE

Published 2014-06-01 From Embry-Riddle Aeronautical University 3 authors

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Attribution

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Abstract

Verbatim from Embry-Riddle Scholarly Commons. Not paraphrased, not summarized.

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 ↗