Evaluation of the airport service quality

Abstract

The article considers the problems of improvement of the quality of airport services provided to airlines taking into account the changes in consumer needs. The quality of airport services for airlines is investigated in this paper using SERVQUAL method. Literature analysis has resulted in the development of a system of criteria for assessment of the quality of the airport services provided to airlines. The expert survey has established the relative importance of airport service quality assessment criteria in respect of airlines and as result the authors propose a system of criteria designed for assessment of the quality of airport services provided to airlines.