Assessing customer service in airports – models from the UAE

Gupta, A; Arif, M; Richardson, P

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.

Citation

Gupta, A., Arif, M., & Richardson, P. (2014). Assessing customer service in airports – models from the UAE. International journal of aviation, aeronautics, and aerospace, 1(2), https://doi.org/10.15394/ijaaa.2014.1007

• Journal Article Type: Article
• Publication Date: Jan 1, 2014
• Deposit Date: Aug 14, 2015
• Journal: International Journal of Aviation, Aeronautics, and Aerospace
• Peer Reviewed: Peer Reviewed
• Volume: 1
• Issue: 2
• DOI: https://doi.org/10.15394/ijaaa.2014.1007
• Publisher URL: http://dx.doi.org/10.15394/ijaaa.2014.1007
• Related Public URLs: http://commons.erau.edu/ijaaa/