Abstract

Passenger satisfaction is a key performance indicator for airport operations. International airports located in different regions or countries by and large do not compete with one another. Passengers often do not have no choice between airports, regardless of price and quality levels of airport service. In other words, the airport industry is also changing rapidly. Today’s air travelers have meaningful choices among airports and there is an increasing urgency among airport marketers to differentiate themselves by meeting the needs of customers better than the competition. To measure passenger perceptions of airport services quality to benchmark performance metrics directly from the “voice” of the customer, to identify opportunities for service and ground operation improvement and to avoid losing valuable passenger traf?c. There many segments of airport users, from luxury to budget, and frequent business flyers to holiday travelers. Each may have different needs and the airport must find a way to meet those needs. The development of air transport has increased the demand for airport services and the need for more efficient processes of servicing aircraft, passengers or luggage. The main purpose of the study is to know about the air transportation, its services and the customer expectations then how to improve the airport service for who use the air transportation.