Skip to the main content

Preliminary communication

Quality management of airport services – An analysis of the multifactor structure of customer satisfaction

Josip Mikulić orcid id ; Faculty of Economics & Business

Full text: croatian pdf 813 Kb

page 23-42

downloads: 1.474



The purpose of this paper is to get an insight into the multifactor structure of satisfaction of the customers of a Croatian airport. Based on data from the primary research (n=1053), an importance-performance analysis was conducted that resulted in the categorization of airport services into the satisfaction factors according to Kano’s model of quality. Basic factors, performance factors and excitement factors were identified. The results of this analysis enrich the standard information basis which is obtained through customer satisfaction surveys. Furthermore, they represent a valuable resource for decision-making within the domain of service quality management.


airports, service quality management, mutlifactor structure of satisfaction, Kano quality model, importance grid

Hrčak ID:



Article data in other languages: croatian

Visits: 2.444 *