The quality of the airport’s product
The quality of the airport’s product

Summary/Abstract: The air transport market is followed by the development of competitive processes. One of the instruments of competition is broadly understood as aviation service. Most often it is defined as a typical transport service. However, due to the specific nature of the branch, it is necessary to indicate the services that accompany the transport service, including airport services. They are carried out by airports and all parties cooperating with the airport. Airports, increasing the catchment area, increasing the network of air connections, must manage the quality policy. The quality policy should be analyzed by the airports at the level of: passenger satisfaction, customer retention, passenger loyalty, and loss of customers. The main purpose of the article is to assess the quality of services offered by airports in Poland. In accomplishing such a goal, the work structure was defined. In the first part, quality issues in air transport were analyzed, then airport services were determined, and then in the last part, based on author’s research, opinions of passengers using Polish airports on airport quality were presented.

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