Monitoring quality of service at Australian airports: A critical analysis

Abstract

The quality of service monitoring forms a key element of the current light-handed regulation at Australian airports. The ACCC (Australian Competition and Consumer Commission) evaluates and publicly reports the quality of service levels of the four largest airports on a yearly basis to pressure airports to maintain an acceptable service performance. This article aims to provide an in-depth analysis of the methodology used by the ACCC. This analysis includes a critical review of the methodology based on secondary information in combination with primary research (i.e., data from 21 semi-structured interviews) that considers the current perception of the methodology among key stakeholder groups. The research finds that the methodology used by the ACCC is underpinned by some limitations, putting in question its effectiveness, reliability and validity. Particularly, its weak design does not allow for a comprehensive interpretation of the reported results or a reliable comparison across monitored airports, thus reduces transparency. Stakeholders pointed out that it is not possible to evaluate whether an airport undertakes infrastructure investments that ensure both the efficiency of ongoing airport operations and appropriate levels of service quality. These limitations add to the perception that the ACCC in its current function is not a 'credible threat' to airports with market power. Recommendations and future research directions are provided to address the identified limitations.

Airport Service Quality: A Reconceptualization and a Practical Application on the Non-Aeronautical Services

“…As different from the literature (e.g. Bezerra & Gomes, 2015;Trischler & Lohmann, 2018), the qualitative results showed that the responsibility and the quality of check-in related services are attributed to the airline companies, which we omitted the related statements and items in the literature for our survey research. Appendix-1 presents the perceived services of ASQ.…”

“…We run Likert-type items ranging from 1 (strongly disagree) to 5 (strongly agree) (Trischler & Lohmann, 2018). Moreover, Linkert-type item evaluation allows us to have more elaborated feedbacks about our measurement on airport service quality compared to binary questions.…”

“…However, airline companies also provide significant services at airports. Trischler and Lohmann (2018) suggest distinguishing the services of airlines and airports is a necessity for their empirical evidence from Australia. To reach the full understanding of which services the passengers utilize or expect, and which of those services perceived as they are provided by the administrations of airports, we decided to conduct interviews, airport administration, and passengers.…”

“…The quality scales have several limitations for the airport managers, regulatory authorities, or sectoral decision-makers (Trischler & Lohmann, 2018). Besides, the researches (e.g.…”

Assessing the Effect of Airline Service Quality on Image and Post Purchase Behavioral Intention

“…This is to be done to sustain customer service quality as the critical determinant and component of its competitiveness. In airlines, the significance of service quality and demand for better service quality is a key trend among the customers (Farooq et al, 2018;Trischler & Lohmann, 2018).…”