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Dual-Level Evaluation Framework for Airport User Satisfaction

Author

Listed:
  • Dimitrios Dimitriou

    (Democritus University of Thrace, Greece)

  • Maria Sartzetaki

    (Democritus University of Thrace, Greece)

  • Iliana Kalenteridou

    (Democritus University of Thrace, Greece)

Abstract

Passenger's satisfaction evaluation is very complicated for transport infrastructure services that accommodate high demand, mainly due to international passenger's quality attitudes, expectations, and experiences. This paper focuses on the development of the methodological framework to assessing level of service quality at airports, adopting two evaluation layers: the level of service (efficiency to manage traffic demand) and the level of expectation (performance to accommodate traveler's needs). The conceptual framework develops a holistic approach to evaluate overall level of service quality of an airport. A modeling framework then is developed to test the reliability of the level of quality and the consistency of airport level of service and level of passengers expectation. The methodology is applied in a small sized airport the Democritus Airport in Alexandroupolis, in Northern Greece. The analysis explores the passenger's satisfaction level for Greek regional airports and highlights the consistency of level of airport service and passenger's level of expectations.

Suggested Citation

  • Dimitrios Dimitriou & Maria Sartzetaki & Iliana Kalenteridou, 2021. "Dual-Level Evaluation Framework for Airport User Satisfaction," International Journal of Operations Research and Information Systems (IJORIS), IGI Global, vol. 12(1), pages 17-30, January.
    • Handle: RePEc:igg:joris0:v:12:y:2021:i:1:p:17-30
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    Cited by:

    1. Dimitrios Dimitriou & Maria Sartzetaki, 2022. "Performance assessment modeling for managing transport enterprises based on modified fuzzy TOPSIS analysis," Operational Research, Springer, vol. 22(5), pages 6037-6053, November.

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