Passenger Satisfaction and Service Quality Assessment at Commercial Airports

The objective of this project is to assess passenger satisfaction levels at commercial airports by analyzing service quality dimensions such as cleanliness, staff behavior, security processes, facilities, and overall travel experience.

Study service quality concepts in airport management.

Identify key passenger touchpoints within the airport.

Design a passenger satisfaction questionnaire.

Conduct surveys among domestic and international travelers.

Analyze service quality gaps using SERVQUAL model.

Study role of airport staff and ground handling agencies.

Analyze waiting times and queue management systems.

Evaluate airport amenities and comfort facilities.

Study impact of technology on passenger satisfaction.

Analyze feedback and complaint management systems.

Compare satisfaction levels across different airports.

Identify improvement areas.

Provide actionable recommendations for service enhancement.