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Dual-Level Evaluation Framework for Airport User Satisfaction

Dual-Level Evaluation Framework for Airport User Satisfaction

Dimitrios Dimitriou, Maria Sartzetaki, Iliana Kalenteridou
Copyright: © 2021 |Volume: 12 |Issue: 1 |Pages: 14
ISSN: 1947-9328|EISSN: 1947-9336|EISBN13: 9781799861201|DOI: 10.4018/IJORIS.2021010102
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MLA

Dimitriou, Dimitrios, et al. "Dual-Level Evaluation Framework for Airport User Satisfaction." IJORIS vol.12, no.1 2021: pp.17-30. http://doi.org/10.4018/IJORIS.2021010102

APA

Dimitriou, D., Sartzetaki, M., & Kalenteridou, I. (2021). Dual-Level Evaluation Framework for Airport User Satisfaction. International Journal of Operations Research and Information Systems (IJORIS), 12(1), 17-30. http://doi.org/10.4018/IJORIS.2021010102

Chicago

Dimitriou, Dimitrios, Maria Sartzetaki, and Iliana Kalenteridou. "Dual-Level Evaluation Framework for Airport User Satisfaction," International Journal of Operations Research and Information Systems (IJORIS) 12, no.1: 17-30. http://doi.org/10.4018/IJORIS.2021010102

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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.