Ranking the Technical Requirements of the Airport for Maximum Passenger Satisfaction

Kayapinar S., ERGİNEL N.

2nd International Conference on Logistics, Informatics and Service Science (LISS), Beijing, China, 12 - 15 July 2012 identifier identifier

  • Publication Type: Conference Paper / Full Text
  • Doi Number: 10.1007/978-3-642-32054-5_79
  • City: Beijing
  • Country: China
  • Keywords: Service quality of the airport, Servqual model, Quality Function Deployment
  • Anadolu University Affiliated: Yes


Airport service quality is crucial due to the increasing traveling by plane, nowadays. There are some studies on the passengers satisfaction in literature. But lots of them are related to determine the passengers' needs and expectations and their importance levels. This paper presents the service quality approach for ranking the technical requirements that meet passengers' needs and expectations for the Anadolu University Airport in Turkey. Firstly, the service quality is measured with the questionnaire. The questionnaire is organized to collect the passenger's both expectations and perceptions, and is evaluated by using SERVQUAL model. Then, Quality Function Deployment (QFD) approach is used for setting the relationships between the passenger requirements and the technical requirements, and between technical requirements of the airport. Finally, the technical requirements are ranked by the calculation method for the maximum passenger satisfaction.