European Regional Science Association
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European Regional Science Association
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The abstract for paper number 278:
Luigi La Franca
University of Palermo - Engineering Faculty
, Palermo, Italy, Daniela Mortelliti, DIAT - Department of Aeronautic and Transport Engineering
University of Palermo - Engineering Faculty
, Palermo, Italy, Silvia Salerno, Departemnt of Aeronautics engeneering and transport (DIAT)- University of Palermo, Palermo, Italy
The quality of services for passengers: an application to sicilian airports
During the last thirthy years the evolution of air transport has been mainly characterized by an increasing traffic volume due to a major number of passengers and scheduled flight. This rapid growth of traffic combined with airport privatisation, congestion of infrastructure and first of all deregulation have created a dynamic market. Within the context of such a dynamic market the necessity of services’ diversification becomes indispensable. The increasing competitiveness in air transport’s supply and the socioeconomic evolution has involved a greater attention to passengers needs, so passenger has become more and more careful to the quality of services offered both by the airport managers and by airlines companies. Supply’s diversification in air transport allows users to have a great liberty of choice which let them choose the service that mostly satisfies his needs in terms of costs and quality. For a more careful evaluation of the real changes occurred into Sicilian air transport system, the search aims to: 1. analyse the quality level of the services offered by the manager of airports; 2. evaluate the importance of quality improvement of services in order to develop infrastructures; 3. compare the Airport Falcone-Borsellino in Palermo with the Airport Fontanarossa in Catania (benchmarking).
The research will analyse: 1. the classification and interaction of quality factors; 2. the individuation of the technical and the operational characteristics with the aim to manage them reaching an efficient level of customer satisfaction; 3. the interaction between the quality factors; 4. the structural, functional and managerial constraints; 5. perspectives of development.
In order to measure the quality of the services offered we will apply the methodology called “Il modello delle 5P", focusing our attention on the lent, perceived and compared quality. “Il modello delle 5P" is a tool to analyse the Total Quality and it consists of five different steps which takes into account the forecasted, planned, lent, perceived and compared quality. Then, the characteristcs of air transport demand and supply in the Sicilian area will be evaluated analysing the services offered and comparing the two airport structures, of Palermo and Catania, which are characterized by a similar air traffic volumes and which operate in the same socioeconomic and geographical reality.
Unfortunately full paper has not been submitted.