Passengers’ expectations of service quality at airports are becoming increasingly important as air traffic grows … Africa. An existing model placing the concept of passenger expectations central to measuring an airport’s specific level of … regarding the importance of services offered by airports and of the level of performance at ORTIA in particular. Significant …

responsible ways to mitigate the effects of restructuring. Includes brief comparisons with the banking and financial services … industry, postal services and public utilities. …

The important determinants that have influence on travellers to choosing a particular airline are analysed. Data from …

) on a) expectations prior to the consumption of a service, b) performance perceptions after the consumption, and c … to the same destination shows that familiarity is unrelated to expectations, but negatively and significantly associated …