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.
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
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