Customer Value of Airport Security Services
Type
conference paper
Date Issued
2013-06-26
Author(s)
Abstract
Service quality of airports is evaluated by several studies on a regular basis (ACI, Skytrax, ATRS). Many studies do not or only partly include airport security and border control services as quality drivers of passengers' airport experience. Reasons are that security and border control services are mostly handled by governmental organizations or external security companies rather than by the airports themselves. From a passenger perspective security and border control are steps of the service chain at airports and they can have an impact on travelers' first perception of service culture in a destination. They belong to the procedure at the airport and can have an impact on airport service quality perception. Furthermore, as border control and security checks are the first and last interaction point of travelers with a destination, there might be an impact on the feelings and memories of travelers about a country. Therefore the underlying study focuses on customer value provided by security and border control services at airports and its impacts on passengers' quality perception of the airport and the destination.
The results show that most of the participants do not see a relation between the performance of an airport at security check and border control and the service culture of the destination they travel to. There are no specific expectations concerning the treatment at security and border control at the airport. But on one hand the passengers expect more friendly staff and more information about the procedure and what they are allowed to take into the secure area of the airport. On the other hand, the security checks are perceived as strict and some rules and behaviors of security staff are not understandable. Sometimes Passengers do not feel fairly treated by the security department. Passengers feel that they are seen as a potential threat. Passengers think that the treatment in Europe is generally more friendly than in the United States.
The results show that most of the participants do not see a relation between the performance of an airport at security check and border control and the service culture of the destination they travel to. There are no specific expectations concerning the treatment at security and border control at the airport. But on one hand the passengers expect more friendly staff and more information about the procedure and what they are allowed to take into the secure area of the airport. On the other hand, the security checks are perceived as strict and some rules and behaviors of security staff are not understandable. Sometimes Passengers do not feel fairly treated by the security department. Passengers feel that they are seen as a potential threat. Passengers think that the treatment in Europe is generally more friendly than in the United States.
Language
English
Keywords
Security
airport
customer value
services
HSG Classification
contribution to scientific community
Refereed
Yes
Event Title
17th Air Transport Research Society (ATRS) Conference
Event Location
Bergamo
Event Date
26.-29.06.2013
Subject(s)
Division(s)
Eprints ID
225631
File(s)![Thumbnail Image]()
Name
Wittmer_Customer value of security services_v1.pdf
Size
176.67 KB
Format
Adobe PDF
Checksum (MD5)
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