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Customer service in the aviation industry – An exploratory analysis of UAE airports

Arif, M, Gupta, A and Williams, A 2013, 'Customer service in the aviation industry – An exploratory analysis of UAE airports' , Journal of Air Transport Management, 32 , pp. 1-7.

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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. This study used a multi-pronged approach to collect data. In all, 78 travelers were chosen at random and they were administered a structured and a semi-structured questionnaire. Responses to the former were used to perform Chi-square test and establish the differences between the three airports; the latter were used to gain deeper insight and gauge a more in-depth opinion of the respondents. Through the analysis of the data, this study was able to learn more about the public view with regard to the innovations and ideas implemented by the government of the UAE. A new customer service model has been developed to compare the three airports in UAE and gain more insights into opportunities for improvement.

Item Type: Article
Themes: Built and Human Environment
Schools: Schools > School of the Built Environment
Schools > School of the Built Environment > Centre for Built Environment Sustainability and Transformation (BEST)
Journal or Publication Title: Journal of Air Transport Management
Publisher: Elsevier
Refereed: Yes
ISSN: 0969-6997
Related URLs:
Funders: Non funded research
Depositing User: M Arif
Date Deposited: 15 Aug 2015 11:35
Last Modified: 30 Nov 2015 23:54

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