Evaluation of customer care standard of Italian airports

Airport quality standards have evolved over the last two decades, due to deregulation and privatization, which created an efficient air transportation ecosystem. In recent years, the passengers’ expectations have grown considerably. The transformation of airport customer services began some years ago when passengers have raised the bar of their expectations on airports services and facilities, courtesy of airport staff, security clearance, availability of baggage carts, cleanliness of washrooms, clear signposting and comfortable waiting areas. In Italy Enac has developed a benchmarking program to systematically measure the customer satisfaction. We will consider the 2015 benchmarking measures of Italian airports, the study will provide a ranking of Italian airports, according the Enac standards, that can be useful to understand the strengths and weaknesses of airport facilities and services and to identify the areas of improvement. In a way, it will provide the airport management the mechanism to monitor and manage all other services provided at the airport such as those engaged in gate management, baggage handling, concessions, parking, and security checkpoints. The methodology is to evaluate the actual quality of delivered products and services to customers against the global benchmark and quality performance basis, to ensure that all airport quality rating is conducted in a standardized and consistent manner