Title: Measuring service quality at King Fahd International Airport

Authors: M. Sadiq Sohail, Abdulwahab Saeed Al-Gahtani

Addresses: College of Industrial Management, Department of Management and Marketing, King Fahd University of Petroleum and Minerals, P.O. Box 210, Dhahran-31261, Saudi Arabia. ' College of Industrial Management, Department of Management and Marketing, King Fahd University of Petroleum and Minerals, P.O. Box 210, Dhahran-31261, Saudi Arabia

Abstract: This paper studies the King Fahd International Airport in Dammam, Saudi Arabia, which began its operation in 1999. The paper reviews the development of the airport and the challenges it faces in maintaining standards of service. The study also undertakes an evaluation of the quality of airport service. Empirical research is used to determine the factors that influence travellers| evaluation of service quality. With data collected from 188 respondents, the study evaluates the satisfaction level of travellers on 25 dimensions identified. Then, the implications are discussed.

Keywords: airport development; King Fahd International Airport; KFIA; airport services; service standards; Saudi Arabia; quality of service; QoS.

DOI: 10.1504/IJSS.2005.007473

International Journal of Services and Standards, 2005 Vol.1 No.4, pp.482 - 493

Published online: 22 Jul 2005 *

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