Developing a quality index for US airports
Developing a quality index for US airports
D.L. Rhoades, B. Waguespack and S. Young, Managing Service Quality (UK), Vol. 10 No. 4, 2000
Observes increasing US government funding of capital development projects for airport facilities and accompanying public infrastructure, and as policy makers decide how and where to spend the money, reports the first step in an initiative to develop an integrated and objective index of characteristics and factors that comprise airport quality; glances at previous efforts to benchmark airport operations, and uses these to draw up a list of key quality factors and subsequent questionnaire to gauge their importance from the perspective of both operators and customers. Performs factor analysis on the results and groups the factors into four broader areas of quality concern: passenger service issues,such as food and beverage and restroom facilities; airport access, such as parking and rental car services; airline-airport interface, such as gate boarding areas and baggage claim; and inter-terminal transportation. States that this research has led to development of a formal survey instrument to be administered to various airport stakeholders, and that ultimately an airport quality index will be developed from the results of this.
Quality focus says: A highly readable article based on survey results.
