Assessing customer service in airports – models from the UAE

Gupta, A, Arif, M and Richardson, P 2014, 'Assessing customer service in airports – models from the UAE' , International Journal of Aviation, Aeronautics, and Aerospace, 1 (2) .

[img] PDF - Published Version
Restricted to Repository staff only

Download (240kB) | Request a copy


Customer service at airports has become a key priority for airport operators given the high degree of competitions. This paper uses an airport customer service model to analyze three examples from the United Arab Emirates (UAE). Passenger interviews, statistical information, customer feedback and other forms of information have been utilized to learn more about the customer view on the quality of service offered at these three airports. Detailed qualitative analysis of these case studies has highlighted some key issues in the area of customer service and identifies some opportunities for improvement.

Item Type: Article
Themes: Built and Human Environment
Schools: Schools > School of the Built Environment > Centre for Built Environment Sustainability and Transformation (BEST)
Journal or Publication Title: International Journal of Aviation, Aeronautics, and Aerospace
Refereed: Yes
ISSN: 2374-6793
Related URLs:
Funders: Non funded research
Depositing User: M Arif
Date Deposited: 14 Aug 2015 16:46
Last Modified: 09 Aug 2017 23:16

Actions (login required)

Edit record (repository staff only) Edit record (repository staff only)


Downloads per month over past year