Evaluation of Perceived Service Quality for Passengers at Airports

Abstract

This paper reviews previous service quality evaluations research on civilian airports in both China and worldwide. We determine our primary parameters of customer perceptions of civilian airports service quality indexes from service contacts and environments. We conduct empirical research on Dalian Airport as a case study. Through Exploratory Factor Analysis, the authors retrieved 4 dimensions of customer perception--the service facilities and environment, the basic service, the catering commercial service, and the information service. The reliability and validity of the 4-dimensional scale is further tested through Confirmatory Factor Analysis. This paper established a reliable and valid evaluation model of customer service quality perception of civilian airports. It can provide more valid guidance of airport service quality improvements.