An assessment of passenger experience at Melbourne Airport

Article

Jiang, Hongwei and Zhang, Yahua. 2016. "An assessment of passenger experience at Melbourne Airport." Journal of Air Transport Management. 54, pp. 88-92. https://doi.org/10.1016/j.jairtraman.2016.04.002
Article Title

An assessment of passenger experience at Melbourne Airport

ERA Journal ID19639
Article CategoryArticle
AuthorsJiang, Hongwei (Author) and Zhang, Yahua (Author)
Journal TitleJournal of Air Transport Management
Journal Citation54, pp. 88-92
Number of Pages5
Year2016
PublisherElsevier
Place of PublicationUnited Kingdom
ISSN0969-6997
1873-2089
Digital Object Identifier (DOI)https://doi.org/10.1016/j.jairtraman.2016.04.002
Web Address (URL)http://www.sciencedirect.com/science/article/pii/S0969699716301314
Abstract

This paper aims to assess the service quality at Melbourne airport by conducting an airport user survey. The results demonstrate that there are significant discrepancies between passengers’ expectations of service quality and their perceptions of service quality at the airport. Measured values for passenger satisfaction are found to be consistently lower than those for passenger expectations, which imply that there is room for Melbourne airport to improve its service quality. Fourteen of the thirty service items used in the survey were rated as important and satisfactory, and thus should be maintained. Airport parking, immigration, internet/Wi-Fi access, and baggage delivery are areas that may have caused concerns for passengers and should be urgently addressed by airport management. These results complement the existing survey findings reported by Airports Council International and Australian Competition and Consumer Commission.

Keywordsairport service quality; airport management; Melbourne Airport
ANZSRC Field of Research 2020380117. Transport economics
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Byline AffiliationsRoyal Melbourne Institute of Technology (RMIT)
School of Commerce
Institution of OriginUniversity of Southern Queensland
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