An application of the airport service quality model in South Africa

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dc.contributor.author Lubbe, Berendien Anna
dc.contributor.author Douglas, Anneli
dc.contributor.author Zambellis, Julia
dc.date.accessioned 2010-10-20T06:27:44Z
dc.date.available 2010-10-20T06:27:44Z
dc.date.issued 2010
dc.description.abstract Passengers’ expectations of service quality at airports are becoming increasingly important as air traffic grows. This research investigated passengers’ perceptions of airport service quality at O.R. Tambo International Airport, South Africa. An existing model placing the concept of passenger expectations central to measuring an airport’s specific level of performance was applied. The results proved significant in terms of the investment made by the airport in staff training and highlighted areas for improvement. The results show that business travellers and leisure travellers have different opinions regarding the importance of services offered by airports and of the level of performance at ORTIA in particular. Significant differences also occur in the perceptions of frequent travellers and infrequent travellers. en
dc.identifier.citation Lubbe, B., et al., An application of the airport service quality model in South Africa, Journal of Air Transport Management (2010), doi:10.1016/j.jairtraman.2010.08.001 en
dc.identifier.issn 0969-6997
dc.identifier.other 10.1016/j.jairtraman.2010.08.001
dc.identifier.uri http://hdl.handle.net/2263/15041
dc.language.iso en en_US
dc.publisher Elsevier en_US
dc.rights Elsevier en_US
dc.subject Business travellers en
dc.subject Leisure travellers en
dc.subject Service quality en
dc.subject Expectations en
dc.subject.lcsh Airport terminals -- South Africa -- Common use facilities en
dc.subject.lcsh Airports -- South Africa -- Customer services -- Evaluation en
dc.subject.lcsh Travelers -- South Africa en
dc.title An application of the airport service quality model in South Africa en
dc.type Postprint Article en


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