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This paper is aiming at the refinement of Airport Service Quality (ASQ) dimensions based on passengers’ experience. This new ASQ dimensions evolved are in contrast with the conventional method of setting apart areas concerning ASQ as recognized at every interaction points in the functional flow of passengers through various agencies in the airport. The new dimensions arrived in this study were obtained by analyzing the data regarding airport service quality attributes identified and surveyed with the support of instruments developed by Airports Council International (ACI) and are commonly used by airports in India. This study further analyzed and factorized those items into meaningful ASQ dimensions from passengers’ perspective using exploratory factor analysis method and then confirmed the measurement model using confirmatory factor analysis. This study also attempts to find out the relationship between these core dimensional factors of airport service quality and its influence on overall satisfaction of passengers. The interrelationship between these ASQ factors and overall satisfaction level of passengers were estimated using structural equation modeling. The strength of each factor dimension was plotted and drawn implications for the airport operators.

Airport Service Quality Dimensions and its Influence on Airline Passengers’ Satisfaction in India