Improvement of airport service quality

Acting as economic stimulus, airports provide increase in the level of income of businesses located in the vicinity. The economic contribution provided by the airports, varies depending upon passenger satisfaction. Depending on the quality of service at airport, passenger satisfaction levels will increase.As a priority in the study, the requirements and expectations of passengers were tried to be determined. In order to determine the expectations of passengers, the airport was observed and experts were consulted. Passenger requests designated were arranged in accordance with Servqual model and were evaluated with a face-to-face questionnaire. With the help of Servqual, service quality, perceived and expected for each passenger, was determined. In order to improve the service quality of the current airport, technical requirements which might make passenger satisfaction best, under certain constraints and objectives, were determined after Quality Function Deployment (QFD) had been applied.The quality of airport services which has an important place abroad, is a fairly new issue in our country; and there is no case study. In the study of application regarding the situation, not only the service quality was measured, but also suggestions (technical requirements) to improve it were presented; and they are evaluated in their own. As a result, recommendations which will improve passenger satisfaction best were selected under a particular budget. In this context, this study assessed the quality of airport services in a wide perspective.Key words: Servqual Method, Quality House, Goal Programming