Conclusion
This article investigated quality of service monitoring as a central element of the current LHR at Australian airports. The investigation included a critical analysis of the methodology used by the ACCC to monitor and report the quality of airport services. Also, the perception of the monitoring approach among key stakeholder groups was incorporated to generate a more holistic perspective. Based on the findings of this investigation, this article concludes that the monitoring approach is underpinned by some limitations restricting its effectiveness, reliability and validity. In fact, considering the perception and limitations of the current format, one might well ask whether the quality of service monitoring is effective and therefore necessary. Asking this question is important when considering the administration costs involved in service monitoring process. Future research will be required to test the validity and reliability of the current quality of service measure, and to explore alternative measures that might be applied. For example, many airports apply the ASQ survey to measure and compare their performance against industry best practices. Also, future research should investigate to what extent airports would consider intentionally letting the quality of service standards deteriorate. Airports are increasingly required to diversify their revenue streams by relying not only on aeronautical charges but also on non-aeronautical charges derived from, for example, real estate and retailing. It might well be argued that airports as service businesses do understand that higher customer spending and ultimately the profitability of a firm is based on a positive perception of service quality and customer satisfaction. However, given the market power possessed by Australia's monitored airports, this argument is only speculative and requires further investigation.
