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Gap-IPA for Airport Service Improvement by Gianfranco Efrain Auris is a document available to read on EtoBox.

What is Gap-IPA for Airport Service Improvement about?

This document discusses a study that introduces a modified version of the Importance-Performance Analysis (IPA) technique to evaluate airport service quality. The study applies this new "Gap-IPA" method to survey data from an Italian airport to identify service aspects in need of improvement. Specifically, the Gap-IPA suggests the airport operator focus on cleanliness-related services, and can show which aspects need monitoring to prevent future issues. The document provides context on evaluating airport se

Author

Gianfranco Efrain Auris

Language

EN