Assessment of customers' service quality expectations: Testing the 'Hierarchical Structure for Airport Service Quality Expectations' in a Swedish context
Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
The ‘Hierarchical structure for airport service quality expectations’ model originally comes from theory of service quality assessment and was created by Fodness and Murray in 2007 after a study at six U.S. airports. It reveals the most important factors that comprise service quality. This thesis tested the model in a Swedish context with an empirical study among passengers at two Swedish airports; Arlanda and Umeå. With the help of literature, the empirical study, and reasoning, the original model has been modified by the authors of this thesis. There are minor modifications but the three main factors remain as they were in the original model, namely function, interaction, and diversion.
Place, publisher, year, edition, pages
2010. , 72 p.
service quality, services expectations, airports, passengers
IdentifiersURN: urn:nbn:se:umu:diva-35043OAI: oai:DiVA.org:umu-35043DiVA: diva2:328398
UppsokSocial and Behavioural Science, Law
Nilsson, Kerstin, studierektor