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Dual-Level Evaluation Framework for Airport User Satisfaction

机译：机场用户满意度的双层评估框架

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摘要

Passenger's satisfaction evaluation is very complicated for transport infrastructure services that accommodate high demand, mainly due to international passenger's quality attitudes, expectations, and experiences. This paper focuses on the development of the methodological framework to assessing level of service quality at airports, adopting two evaluation layers: the level of service (efficiency to manage traffic demand) and the level of expectation (performance to accommodate traveler's needs). The conceptual framework develops a holistic approach to evaluate overall level of service quality of an airport. A modeling framework then is developed to test the reliability of the level of quality and the consistency of airport level of service and level of passengers expectation. The methodology is applied in a small sized airport the Democritus Airport in Alexandroupolis, in Northern Greece. The analysis explores the passenger's satisfaction level for Greek regional airports and highlights the consistency of level of airport service and passenger's level of expectations.
机译：乘客的满意度评估对于运输基础设施服务非常复杂，适应高需求，主要是由于国际客人的质量态度，期望和经验。本文重点介绍了在机场评估服务质量水平的方法框架的发展，采用两层评估层：服务水平（管理业务需求的效率）和期望水平（性能以满足旅行者需求）。概念框架培养了一种完美的方法来评估机场的服务质量水平。然后开发了一种建模框架，以测试质量水平的可靠性和机场服务水平的一致性和乘客的期望。该方法应用于希腊北部亚历山大罗利斯的小型机场。分析探讨了希腊区域机场的乘客满意度，并突出了机场服务水平和乘客预期水平的一致性。

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