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Developing a quality index for US airports

Dawna L. Rhoades (Assistant Professor at the Embry‐Riddle Aeronautical University, Daytona Beach, Florida, USA.)
Blaise Waguespack Jr (Assistant Professor at the Embry‐Riddle Aeronautical University, Daytona Beach, Florida, USA.)
Seth Young (Assistant Professor at the Embry‐Riddle Aeronautical University, Daytona Beach, Florida, USA.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 August 2000

Abstract

This paper addresses efforts to design a quantitative index of characteristics and factors that comprise quality in airport facilities and operations from the perspective of all airport service customers including airlines, airport tenants, airport service operators, and consumers of airline and air cargo operations. The results of an initial survey of airport directors and consultants have identified 12 broad factors that, in their view, most affect the quality of airport operations. These factors include parking, capacity, ground transportation, shopping and restaurant services, and waiting area considerations.

Keywords

Citation

Rhoades, D.L., Waguespack, B. and Young, S. (2000), "Developing a quality index for US airports", Managing Service Quality: An International Journal, Vol. 10 No. 4, pp. 257-262. https://doi.org/10.1108/09604520010373136

Publisher

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MCB UP Ltd

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