In this chapter, the theoretical bases for this study are supported by a discussion of previous studies and existing research relevant to the constructs of interest in the model and their proposed relationships. The importance of service has obtained a substantial amount of attention by many managers and academic scholars in a variety of fields. Identifying the nature of the relationship between service quality and relevant constructs appears to be advantageous as it assists in the development of better managerial decisions. The review of literature is organized in three sections: 1) The Development of Airport Service Quality Model, 2) Airport Service Quality, and 3) Passenger Satisfaction
There are several reasons why airport managers and governments measure airport performance to measure efficiency from a financial and an operational perspective (Doganis, 1992), to evaluate alternative investment strategies, to monitor airport activity from a safety perspective and to monitor environmental impact. Airport efficiency and productivity studies have received considerable emphasis in academic circles. Oum et al. (2003: 285-297) have conducted a global airport benchmarking research which measures and compares the productive efficiency of a relative sample of airports located on the Asia Pacific, Europe and North America. Airport managers require information to enable them to identify areas that are performing well and appropriate corrective action needs to take place. Governments require information to regulate airport activity. The airport customers will also be interested in assessing its performance. It is important to recognize that airlines are the key customers of airports and that the airlines act as an intermediary between the airport and passengers or freight shippers. Thus the different stakeholders will have varying performance information requirements.