A study on benchmarking and service Quality of indian airports

Abstract

Airports play a critical role in promoting trade tourism and newlineeconomic development of a country During the last two decades an upward newlinetrend in international tourism and globalization significantly increased traffic newlinerates in the aviation sector Although several external shocks e g Gulf war newlineeconomic downtime terror attacks temporarily interrupted this trend overall newlinegrowth was not significantly impacted One major contributor to this growth newlinehas been the deregulation of the airline industry which began in the nineteenseventies newlineand resulted in lower airfare This was the starting point of a gradual newlineliberalization process in the aviation industry As a result of the airline newlinederegulation many airports have felt and still feel increasingly exposed to the newlinecost pressure and are obliged to operate efficiently Airports may now face newlinecompetition from other airports or other modes of transport Consequently newlineairport benchmarking has become a popular management tool for newlinecomparisons with competitors and to assess efficiency changes resulting from newlinethe structural changes newline newline