Oценка и совершенствование качества услуг аэропорта

Abstract

The article considers the problems of evaluation and improvement of the quality of airport services provided to airlines taking into account changes in consumer needs. The quality of airport services for airlines is investigated in this paper using Servqual method. Literature analysis has allowed identifying the assessment criteria that reveal, from different perspectives, the quality of airport services offered to airlines, performance levels, reliability and other factors that influence airline choice. This analysis has resulted in the development of the system of criteria (37 criteria) for evaluating the quality of the airport services provided to airlines. The expert survey has established the relative importance of airport service quality evaluation criteria in respect of airlines. Based on the analysis of literature and results of research, the author has evaluatеd quality of airport services and proposed some steps for improvement the quality of airport services provided to airlines. The following methods were employed: the comparative analysis of the scientific literature, SERVQUAL method, survey.