A model for the evaluation of airport service quality

In the past many studies have focused on the evaluation of air transportation service quality but most of these studies evaluated airline service quality and only a small number have attempted to evaluate the service quality at airports. Furthermore, the majority of previous studies applied the Servqual method to evaluate the airline service quality and only a few have attempted the evaluation using the multiple criteria decision-making method. The present study attempted to fill this gap in the current literature by establishing a model for the evaluation of airport service quality. A case study of two major Taiwanese international airports was conducted to demonstrate the effectiveness of the proposed model. Finally, some interesting conclusions and useful suggestions are offered to airports as suggestions of ways to improve their service quality.

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