attract passengers and more flights from airlines.
Earlier studies of airport service levels focused on operational standards defined by
queuing time, service lead time, space, physical facilities, and so on. However, there is a
move towards a more passenger-orientated mindset, which is a welcome change for today’s
highly competitive air transport market. The overall airport experience perceived and
recollected by international travelers may have a significant impact by either promoting or
discouraging the further development of international tourism and business activities in the
corresponding country. Stronger consumer awareness means that passengers pay more
attention to the details of services. They tend to have a negative view of an airport if it fails to
perform well or makes a mistake. The fact that they do not hesitate to complain to the media
is harmful to the airport's reputation. Therefore, airport operators must constantly evaluate
their facilities and service processes to better meet passenger needs.