How Airports Measure Customer Service Performance

National Academies of Sciences, Engineering, and Medicine

doi:10.17226/21937

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How Airports Measure Customer Service Performance

(2013)

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TRB’s Airport Cooperative Research Program (ACRP) Synthesis 48: How Airports Measure Customer Service Performance examines the strategic importance of customer service and how airports are measuring the quality of customer service.

Contributor(s): National Academies of Sciences, Engineering, and Medicine; Transportation Research Board; Airport Cooperative Research Program; Lois S. Kramer; Aaron Bothner; Max Spiro

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Suggested Citation

National Academies of Sciences, Engineering, and Medicine. 2013. How Airports Measure Customer Service Performance. Washington, DC: The National Academies Press. https://doi.org/10.17226/21937.

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Publication Info

93 pages | 8.5 x 11 | DOI: https://doi.org/10.17226/21937

Chapters		skim
Front Matter	i-vii
Summary	1-4
Chapter One - Introduction	5-7
Chapter Two - Overview of Customer Service at Airports	8-13
Chapter Three - Data Collection	14-25
Chapter Four - Measurement of Performance	26-30
Chapter Five - Communication and Recognition of Results	31-32
Chapter Six - Conclusions and Further Research	33-34
Glossary	35-35
Acronyms	36-36
References	37-38
Appendix A - Online Survey Instrument	39-42
Appendix B - Summary of Online Survey Findings	43-46
Appendix C - Telephone Interview Discussion Guide	47-47
Appendix D - Highlights from Airport Interviews	48-55
Appendix E - Examples of Surveys	56-94

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