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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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    Cited by:

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    3. Phelipe Medeiros da Rocha & Helder Gomes Costa & Glauco Barbosa da Silva, 2022. "Gaps, Trends and Challenges in Assessing Quality of Service at Airport Terminals: A Systematic Review and Bibliometric Analysis," Sustainability, MDPI, vol. 14(7), pages 1-17, March.
    4. 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.
    5. 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.
    6. Paramonovs Sergejs & Ijevleva Ksenija, 2015. "Factor Analysis of Passengers’ Satisfaction at “RIGA International Airport”," Economics and Business, Sciendo, vol. 27(1), pages 46-52, August.
    7. Dando, Coral J. & Ormerod, Thomas C., 2020. "Aviation security by consent using the Controlled Cognitive Engagement (CCE) alternative screening programme," Journal of Air Transport Management, Elsevier, vol. 86(C).
    8. Nicholas O Mantey & Vannie Naidoo, 2016. "Service Quality Failure and Recovery Imperatives: Implications for Airlines Owned by South Africa," Journal of Economics and Behavioral Studies, AMH International, vol. 8(4), pages 67-78.
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    10. 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.
    11. 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.

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