An application of the airport service quality model in South Africa

Passengers' expectations of service quality at airports are becoming increasingly important as air traffic grows. This research investigated passengers' perceptions of airport service quality at O.R. Tambo International Airport (ORTIA), South Africa. An existing model placing the concept of passenger expectations central to measuring an airport's specific level of performance was applied. The results proved significant in terms of the investment made by the airport in staff training and highlighted areas for improvement. The results show that business travellers and leisure travellers have different opinions regarding the importance of services offered by airports and of the level of performance at ORTIA in particular. Significant differences also occur in the perceptions of frequent travellers and infrequent travellers.

Record URL:
Availability:
- Find a library where document is available. Order URL: http://worldcat.org/oclc/31005945
Supplemental Notes:
- Abstract reprinted with permission from Elsevier.
Authors:
- Lubbe, Berendien
- Douglas, Anneli
- Zambellis, Julia
Publication Date: 2011-7

Language

English

Media Info

Media Type: Print
Features: Bibliography; Figures; Tables;
Pagination: pp 224-227
Serial:
- Journal of Air Transport Management
- Volume: 17
- Issue Number: 4
- Publisher: Elsevier
- ISSN: 0969-6997
- Serial URL: http://www.sciencedirect.com/science/journal/09696997

Subject/Index Terms

TRT Terms: Airports; Business trips; Mathematical models; Performance; Quality of service; Training
Identifier Terms: OR Tambo International Airport
Uncontrolled Terms: Expectation (Psychology); Performance level; Travel frequency; Traveler perception
Geographic Terms: South Africa
Subject Areas: Aviation; Planning and Forecasting; Safety and Human Factors; Terminals and Facilities;

Filing Info

Accession Number: 01340527
Record Type: Publication
Files: TRIS
Created Date: May 19 2011 9:00AM