ANALIZA ZADOVOLJSTVA KORISNIKA KVALITETOM USLUGA: PRIMJER MEĐUNARODNOG AERODROMA SARAJEVO
ANALYSIS OF CUSTOMER SATISFACTION WITH SERVICES QUALITY: CASE STUDY SARAJEVO INTERNATIONAL AIRPORT
Author(s): Almir Peštek, Vedrana Vikić MusićSubject(s): Business Economy / Management, Evaluation research, Socio-Economic Research
Published by: Ekonomski fakultet u Sarajevu
Keywords: airport; service quality; customer satisfaction; Bosnia and Herzegovina;
Summary/Abstract: The intention of this study is to provide a deeper insight into needs of modern passenger through the analysis of theoretical information and through customer research of satisfaction conducted at Sarajevo International Airport. The study was performed in 2011 and 2012 by using structured questionnaire (66 questions). Based on the existing literature for research, the authors adapted and expanded the query, used by ACI – AETRA ASQ program. The ACI – AETRA program represents the leading global method for research and method for measuring the degree of passenger satisfaction, and internal/external benchmarking. 500 questionnaires were distributed and 440 collected. This is the first study of this type in Bosnia and Herzegovina. The paperwork confirmed the importance of service quality management and customer satisfaction for the long term success of the airport.
Journal: Zbornik radova - Sarajevo Business and Economics Review (SBER)
- Issue Year: 2015
- Issue No: 34
- Page Range: 206-227
- Page Count: 22
- Language: Bosnian
