An assessment of passenger experience at Melbourne Airport

Jiang, Hongwei and Zhang, Yahua (2016) An assessment of passenger experience at Melbourne Airport. Journal of Air Transport Management, 54. pp. 88-92. ISSN 0969-6997


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.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Permanent restricted access to published version, in accordance with the copyright policy of the publisher.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Commerce
Date Deposited: 12 Dec 2016 23:47
Last Modified: 13 Dec 2016 03:56
Uncontrolled Keywords: airport service quality; airport management; Melbourne Airport
Fields of Research : 14 Economics > 1402 Applied Economics > 140217 Transport Economics
Socio-Economic Objective: B Economic Development > 88 Transport > 8803 Aerospace Transport > 880304 Air Terminal Infrastructure and Management
Identification Number or DOI: 10.1016/j.jairtraman.2016.04.002

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