دانلود رایگان مقاله ارزیابی تجربه مسافر در فرودگاه ملبورن

abstract

This paper aims to assess the service quality at Melbourne airport by conducting an airport user survey. The results demonstrate that there are significant discrepancies between passengers’ expectations of service quality and their perceptions of service quality at the airport. Measured values for passenger satisfaction are found to be consistently lower than those for passenger expectations, which imply that there is room for Melbourne airport to improve its service quality. Fourteen of the thirty service items used in the survey were rated as important and satisfactory, and thus should be maintained. Airport parking, immigration, internet/Wi-Fi access, and baggage delivery are areas that may have caused concerns for passengers and should be urgently addressed by airport management. These results complement the existing survey findings reported by Airports Council International and Australian Competition and Consumer Commission.

3. Results and discussion

3.1. Sample characteristics Table 1 shows the demographic information of the sample. About 52.4% of the respondents were male. In terms of education level, over half the travellers possessed a bachelor degree or a higher qualification. The most common nationality, constituting approximately half the respondents were Australian citizens (49.0%), followed by Asian passengers (33.6%). Approximately 60.8% of participants travelled for the purposes of holiday and/or visiting friends or relatives. Interestingly, the largest proportion of respondents’ annual income fell within the category of A$20,001e40,000, the second lowest annual income class investigated.