QUALITATIVE RESEARCH ON THE LEVEL OF SERVICE AT WROCLAW AIRPORT

1 PAWLAK Maria
Institution:
1 Wroclaw University of Science and Technology, Faculty of Mechanical Engineering, Department of Maintenance and Operation of Logistics, Transportation and Hydraulic Systems, Poland, EU, maria.pawlak@pwr.edu.pl
Conference:
CLC 2018 - Carpathian Logistics Congress, Wellness Hotel Step, Prague, Czech Republic, EU, December 3 - 5, 2018
Proceedings:
Proceedings CLC 2018 - Carpathian Logistics Congress
Pages:
697-704
ISBN:
978-80-87294-88-8
ISSN:
2694-9318
Published:
18th April 2019
Proceedings of the conference were published in Web of Science.
Metrics:
398 views / 133 downloads
Abstract

The purpose of the paper was to determine the value of the global passenger service quality assessment index (LoS) at Wroclaw Airport. The passenger's rating directly affects the airport's profits as a result of non-aeronautical activities. The necessity to conduct the analysis was conditioned by the increase of traffic at Wroclaw airport, which resulted in the loading of the service system and the use of approx. 80% of the airport capacity. Due to this fact, the improvement of the quality of services provided by the airport has become a priority. In order to optimise the level of service, the PAPI method was used. The measurement model was adjusted for the perceived level of quality created on the service in force in air transport. Then, the model's equivalence between differentiated passenger groups was tested. The validity of these assumptions was verified by means of surveys carried out on the real system. This method assigns quantitative values to individual services using a five-point scale. The lowest note reflects the value of 1, while the highest value is 5. The results obtained are taken as an alternative to the multidimensional approach in the context of port performance testing in relation to the quality of services. This approach justifies the analysis of the functioning of the airport in terms of LoS. In the future, questionnaire surveys will be used to build a model based on multiple regression.

Keywords: level of service, survey, airport, passenger service

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