Skip to main content
Measuring customer service: A case study of Dubai International Airport
Journal of Airport Management (2013)
  • Aman Gupta, Embry Riddle Aeronautical University
  • Mohammed Arif, University of Salford
  • Aled Williams
The purpose of this paper is to present a model developed to assess the customer service of an airport and also to suggest opportunities for service improvement. The model is validated through a case study of Dubai International Airport. Semi-structured interviews were used to elicit relevant information. The assessment model was developed drawing on a thorough review of the literature. The model combines the features of three models, including the boomerang model, inter-cultural model and pleasure model, and satisfies five criteria, namely, customer satisfaction, customer loyalty, cultural diversity, highly mobile population and competition with other airports in the Middle East. The model was developed for assessing customer service at airports in the United Arab Emirates, but easily could be adapted for other airports in the world.
  • airport service quality,
  • airport customer service,
  • customer feedback,
  • assessment model
Publication Date
Citation Information
Aman Gupta, Mohammed Arif and Aled Williams. "Measuring customer service: A case study of Dubai International Airport" Journal of Airport Management Vol. 7 Iss. 4 (2013)
Available at: