Abstract This paper aims to assess the service quality at Melbourne airport by conducting an airport user survey. The results demonstrate that there are significant discrepancies between passengers’ expectations of service quality and their perceptions of service quality at the airport. Measured values for passenger satisfaction are found to be consistently lower than those for passenger expectations, which imply that there is room for Melbourne airport to improve its service quality. Fourteen of the thirty service items used in the survey were rated as important and satisfactory, and thus should be maintained. Airport parking, immigration, internet/Wi-Fi access, and baggage delivery are areas that may have caused concerns for passengers and should be urgently addressed by airport management. These results complement the existing survey findings reported by Airports Council International and Australian Competition and Consumer Commission.

    Highlights This study investigates the service quality at Melbourne airport. The results demonstrate that there are discrepancies between passengers' expectations of service quality and their perceptions of service quality. Measured values for passenger satisfaction are found to be consistently lower than those for passenger expectations. Fourteen of the thirty service items used in the survey were rated as important and satisfactory. Airport parking, immigration, internet/Wi-Fi access, and baggage delivery are areas that may have caused concerns for passengers.


    Zugriff

    Zugriff prüfen

    Verfügbarkeit in meiner Bibliothek prüfen

    Bestellung bei Subito €


    Exportieren, teilen und zitieren



    Titel :

    An assessment of passenger experience at Melbourne Airport


    Beteiligte:
    Jiang, Hongwei (Autor:in) / Zhang, Yahua (Autor:in)

    Erschienen in:

    Erscheinungsdatum :

    2016-04-07


    Format / Umfang :

    5 pages




    Medientyp :

    Aufsatz (Zeitschrift)


    Format :

    Elektronische Ressource


    Sprache :

    Englisch




    iBeacons may ease passenger airport experience

    Torr, Jeremy | Online Contents | 2014


    Seamless Passenger Experience for the Airport Environment: Research at DARTeC

    Amil, Fatma Gul / Rana, Zeeshan / Zhao, Yifan | Springer Verlag | 2023



    Predicting the Likelihood of Fog at Melbourne Airport

    Stern, H. / Parkyn, K. / American Meteorological Society | British Library Conference Proceedings | 1999


    Airport passenger depots planned

    Engineering Index Backfile | 1929