Business Administration, Management, and Operations Commons^™

Customer Service In Aviation Industry – An Exploratory Analysis Of Uae Airports, Aman Gupta, Mohammed Arif, Aled Williams

Decision Sciences - Worldwide

Customer satisfaction is given top priority by all service-oriented industries. The civil aviation industry is no exception. The highly competitive global aviation arena causes various airlines to vie for the top position with lot of importance being given to the customer service. The aim of this study is to analyze the methods and tools used by the United Arab Emirates’ (UAE’s) federal government and the various local governments in the country to improve the customer satisfaction with regard to the aviation industry in the country. This paper develops a framework to assess customer service in the aviation sector in the …