IMPORTANCE OF PASSENGER SERVICE QUALITY AT AIRPORTS: THE ATHENS INTERNATIONAL AIRPORT CASE

摘要

Passenger quality of service at airports has received considerable attention both fromacademia and industry. In recent years;;there is a strong pressure originating by both theairlines and the passengers towards airports for increasing their quality of service offered. Itwould be of significant interest to identify what are the measures that airports that havesucceeded in providing a high quality of service have introduced for becoming successful inthis aspect. In this paper;;we will present the main service quality theories and concepts andexplain their applicability in the aviation industry for the airports. We will also present all thebenefits that the airports can gain by increasing the quality of service offered. We will useAthens International Airport as a case study in order to provide the appropriaterecommendations;;since it is an international airport that has gained several marketing awardsbased on the quality of service it offers.