Prior Publisher
Embry-Riddle Aeronautical University
Abstract
Customer service at airports has become a key priority for airport operators given the high degree of competitions. This paper uses an airport customer service model to analyze three examples from the United Arab Emirates (UAE). Passenger interviews, statistical information, customer feedback and other forms of information have been utilized to learn more about the customer view on the quality of service offered at these three airports. Detailed qualitative analysis of these case studies has highlighted some key issues in the area of customer service and identifies some opportunities for improvement.
Scholarly Commons Citation
Gupta, A.,
Arif, M.,
&
Richardson, P. A.
(2014).
Assessing Customer Service in Airports – Models from the UAE.
International Journal of Aviation, Aeronautics, and Aerospace,
1(2).
DOI: https://doi.org/10.15394/ijaaa.2014.1007
Included in
Business Administration, Management, and Operations Commons, Management Sciences and Quantitative Methods Commons, Operations and Supply Chain Management Commons, Systems Engineering Commons
