Quality of Service Criteria and Measurements for Airport Management

Abstract

The mission of managing an airport is not only financial efficiency and soundness but also to ensure appropriate services, accountability and transparency. The Administrative Assessment Method (AAM) is a framework for accomplishing the mission of airport management. The service criteria and measurements are crucial factors for AAM. This study, reviews leading cases in the world, aims to contribute to the discussion on the quality of service criteria and measurements at airports as an assessment method framework for airport management.