Assessment of the airport service quality
Abstract
The quality of airport services for airlines is been investigated in this paper using Servqual method. Literature
analysis has resulted in the development of a system of criteria (37 criteria) for measuring the quality of the airport
services provided to airlines. Based on the analysis of literature and expert assessment, the authors propose a system
of criteria designed for measuring the quality of airport services provided to airlines according to five service
quality dimensions as well as the service processes provided by airports. Using the criteria system quality the level of
airport services provided to airlines has assessed. The following methods have been applied: the comparative analysis
of the scientific literature and data analysis.