Volume 15, Number 1

Using Airport Collaborative Decision Making (A-CDM) Network to Improved Aviation Industry Service Quality

  Authors

Thongchai Jeeradist, Kasem Bundit University, Thailand

  Abstract

The airport collaborative decision-making (A-CDM) network brings together airports, airlines, and air navigation service providers to share timely and accurate information in order to facilitate optimal decision-making, plan operations and improve air traffic management. Research found that aviation service quality can be improved by integrating the A-CDM network and SERVQUAL together with Kano’s model to enhance service quality and improve network operational efficiency. The theory and methods of the A-CDM network combined with information technology and process innovation can maximise the serviceability of the aviation industry to improve network operation at the airport concerned.

  Keywords

Airport collaborative decision-making (A-CDM), SERVQUAL, Kano’s model, service quality, aviation industry network operations