Customer perception of service quality: The role of Information and Communication Technologies (ICTs) at airport functional areas

Abstract

The increase of passengers and flights require airports operators invest in improving the comfort for users. In this regard, Information and Communication Technologies (ICTs) represent one of the key issues to take into account. This paper aims to assess service quality in an airport environment and examining how ICTs services affect passenger's perception about the quality of service at airport functional areas. The empirical results, based on a survey conducted by the Chilean aviation authority during April 2013 among the travellers of Santiago de Chile's Airport, suggest that airports should improve mainly the way of communicating flight information to users and the location of the different airport's utilities. Implications for airport managers and policy makers are drawn from the empirical findings and future research lines are suggested.