Track: Service Systems and Service Management

Abstract

This paper aims to develop an instrument based on passenger perception to measure and assess airport service quality (ASQ) and efficiency in the pre-pandemic and pandemic operations. First, the researchers analyzed literature to identify the dimensions incorporated into the survey instruments. Many authors emphasized the importance of considering quality and efficiency in measuring airport service performance. Thus, the dimensions of Responsiveness, Tangibles, Reliability, and Empathy were critical in passengers' perception of the quality and efficiency of airport services. Then, a 56-item pre-pandemic and 32-item pandemic questionnaire was developed and was administered electronically to 100 respondents through convenience sampling. Results were analyzed using descriptive statistics, clustering, and Principal Component Analysis, proving that every dimension is essential for both operations. Additionally, findings suggest that Empathy and Responsiveness are significant concerning passengers' perception of high service quality. This implies that passengers are keen on the quality-of-service delivery and their safety and well-being while availing of such services in the pre-pandemic and pandemic operations, respectively. Thus, it is recommended for airport managers to focus on the mentioned dimensions to increase passenger satisfaction, quality, and efficiency of service delivery, even in post-pandemic operations.