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AbstractCustomer 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.
CitationAssessing Customer Service in Airports – Models from the UAE 2014 International Journal of Aviation, Aeronautics, and Aerospace
JournalInternational Journal of Aviation, Aeronautics, and Aerospace