Dual-Level Evaluation Framework for Airport User Satisfaction

Passenger's satisfaction evaluation is very complicated for transport infrastructure services that accommodate high demand, mainly due to international passenger's quality attitudes, expectations, and experiences. This paper focuses on the development of methodological framework assessing level service at airports, adopting two layers: (efficiency manage traffic demand) expectation (performance traveler's needs). The conceptual develops a holistic approach evaluate overall an airport. A modeling then developed test reliability consistency airport passengers expectation. methodology applied in small sized Democritus Airport Alexandroupolis, Northern Greece. analysis explores Greek regional airports highlights expectations.