Airports populations are larger than most country. Their business activities can contribute billions of dollars to the economy. Many international airports show high growth number of passengers. This growth continuously challenges the quality experience of passengers at airport terminals. Customer satisfactions have to a primary goal of all airports. If an airport cannot attend to all services efficiently, airport satisfaction will be low and passengers’ perception of the airport facilities becomes negative. For passengers, the primary goal is a quick, avoiding crowded check-in areas and long check-in queues not to mention slow security screening, and inefficient boarding processes. At this stage, passenger satisfaction depends to a large extent on how quickly and easily they can get their boarding passes, how simple it was to check in baggage, and how much control they had over the process.
Poor quality airport services can influence operations all the way down the line, affecting airports, airlines and passengers alike. Today, organizations offering airport services are challenged to achieve a balance between quality, service levels and costs for a number of reasons. However, airports can increase customer satisfaction, provide high levels of reliability and meet the quality standards expected in the industry by getting complete control over their entire airport services.
The prime objectives of many airports have to maximize customer satisfaction by aiming for high service levels. Currently, however, this concept is necessary to enable cross comparisons of design or physical standards and operational standards affecting passenger perceptions. Thus, airport authorities and airport managers should be able to develop updated operational standards based on passenger perceptions to provide more comprehensive service levels to maximize their satisfaction.