Perceived airport service quality is an indicator of airport performance and the key to improving airport service. The present study aimed to identify the basic dimensions of airport service quality perceived by passengers and to develop an instrument that complements traditional quality-related metrics. The Perceived Airport Service Quality Questionnaire (PASQQ) was built, pretested and administered to 874 passengers recruited at the Venice International Airport. Results indicated that four main dimensions of perceived airport service quality should be considered: perceived disorder, negative interaction, positive interaction and knowledge, and perceived security. The PASQQ is a useful and a reliable tool, and it can be adopted within a multidimensional approach to evaluate perceived airport service quality.
The PASQQ. A Questionnaire for Evaluating Perceived Airport Service Quality
Alessandra Armenti
;Andrea Bobbio;Paolo Cottone
2018
Abstract
Perceived airport service quality is an indicator of airport performance and the key to improving airport service. The present study aimed to identify the basic dimensions of airport service quality perceived by passengers and to develop an instrument that complements traditional quality-related metrics. The Perceived Airport Service Quality Questionnaire (PASQQ) was built, pretested and administered to 874 passengers recruited at the Venice International Airport. Results indicated that four main dimensions of perceived airport service quality should be considered: perceived disorder, negative interaction, positive interaction and knowledge, and perceived security. The PASQQ is a useful and a reliable tool, and it can be adopted within a multidimensional approach to evaluate perceived airport service quality.
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