The Study of Customer Satisfaction Evaluation Method as The Quality of Airport Service Measurement

Abstract

The Customer Satisfaction Evaluation Method (CS) is applied as the tool for the performance management of airports. On the other hand research on CS as an Evaluation Measurement Tool (EMT) for airport planning is inadequate. This paper discusses on the usefulness of applying CS as EMT on the quality of airport service by using the case study survey of Fukuoka airport. As the result of this study the efficiency of each service area connecting to the whole airport service and the structure of CS on the airport service are clarified.