اندازه گیری کیفیت خدمات فرودگاه: یک رویکرد چند بعدی  Measuring airport service quality: A multidimensional approach

1. Introduction As traffic volume rises, airports struggle to optimize infrastructure while adopting a customer-oriented focus to achieve better performance (Fodness and Murray, 2007; Halpern and Graham, 2013). Also, non-aeronautical revenues have become critical for airport sustainability, which leads to increasing concerns with the marketing of retail areas within airport terminals (Gillen, 2011). Therefore, the relevance of understanding passenger perceptions of airport service quality (ASQ) is paramount. ptions of airport service quality (ASQ) is paramount. Within the airport industry, service quality measures based on passenger perception have typically been used for operational performance measurement and benchmarking purposes. Moreover, regulators and governments habitually use service quality monitoring to assure that the interests of airport users are not being compromised (Francis et al., 2002). With the growing interest in the subject, ASQ surveys have been systematically carried out by international agencies, regulatory authorities, airport operators, and other organizations (ACI, 2014; Fodness and Murray, 2007; IATA, 2015; Kramer et al., 2013; Zidarova and Zografos, 2011). More recently, some approaches and methods usually applied within other industries appear to have gained momentum. For instance, analysis of passenger expectations regarding the airport service and using a structural equation modeling approach to the complex relationships between passenger attitudes and ASQ (Bogicevic et al., 2013; Fodness and Murray, 2007; Jeon and Kim, 2012; Nesset and Helgesen, 2014; Park and Jung, 2011). It seems that there is increasing interest in understanding ASQ multidimensionality and the multifaceted nature of the passengereairport interaction.