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Customer service in the aviation industry – An exploratory analysis of UAE airports

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  • Arif, Mohammed
  • Gupta, Aman
  • Williams, Aled

Abstract

Customer satisfaction is given top priority by all service-oriented industries. The civil aviation industry is no exception. The highly competitive global aviation arena causes various airlines to vie for the top position with lot of importance being given to the customer service. The aim of this study is to analyze the methods and tools used by the United Arab Emirates' (UAE's) federal government and the various local governments in the country to improve the customer satisfaction with regard to the aviation industry in the country. This paper develops a framework to assess customer service in the aviation sector in the UAE and uses the framework to analyze and compare the three main airports in the UAE based on the feedback of passengers.

Suggested Citation

  • Arif, Mohammed & Gupta, Aman & Williams, Aled, 2013. "Customer service in the aviation industry – An exploratory analysis of UAE airports," Journal of Air Transport Management, Elsevier, vol. 32(C), pages 1-7.
    • Handle: RePEc:eee:jaitra:v:32:y:2013:i:c:p:1-7
    DOI: 10.1016/j.jairtraman.2013.05.001
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    References listed on IDEAS

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    Citations

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    Cited by:

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    4. Lupo, Toni, 2015. "Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 249-259.
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    6. Jiang, Hongwei & Zhang, Yahua, 2016. "An assessment of passenger experience at Melbourne Airport," Journal of Air Transport Management, Elsevier, vol. 54(C), pages 88-92.
    7. Puls, René & Lentz, Cheryl, 2018. "Retail concessions at European airports: Commercial strategies to improve non-aeronautical revenue from leisure travelers," Journal of Air Transport Management, Elsevier, vol. 71(C), pages 243-249.
    8. Pantouvakis, Angelos & Renzi, Maria Francesca, 2016. "Exploring different nationality perceptions of airport service quality," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 90-98.
    9. Chang, Yu-Hern & Yeh, Chung-Hsing, 2016. "Managing corporate social responsibility strategies of airports: The case of Taiwan’s Taoyuan International Airport Corporation," Transportation Research Part A: Policy and Practice, Elsevier, vol. 92(C), pages 338-348.
    10. Bakır, Mahmut & Özdemir, Emircan & Akan, Şahap & Atalık, Özlem, 2022. "A bibliometric analysis of airport service quality," Journal of Air Transport Management, Elsevier, vol. 104(C).
    11. Bellizzi, Maria Grazia & Eboli, Laura & Mazzulla, Gabriella & Postorino, Maria Nadia, 2022. "Classification trees for analysing highly educated people satisfaction with airlines’ services," Transport Policy, Elsevier, vol. 116(C), pages 199-211.

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