IMPROVING PASSENGER SATISFACTION AT AIRPORTS: AN ANALYSIS FOR SHORTENING BAGGAGE ACCESS TIME

Abstract

In order to achieve high levels of passenger satisfaction, many performance indicators are taken into account by airport management. Among these, baggage access time is an important issue that can reduce passenger satisfaction levels at airports. In this study, the process and the antecedentsof baggage access are examined by taking service providers into consideration.Triangulation approach is followed in order to reveal the hidden reasons for long baggage access times. With this aim, a focus group study, observations and in-depth interviews are conducted. In light of the findings, managerial implications and recommendation for further research are provided.

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