Benchmarking Passenger Service Quality at Grand Rapids Airport
Presentation Type
Poster/Portfolio
Presenter Major(s)
Hospitality and Tourism Management
Mentor Information
Paul Stansbie
Department
Hospitality and Tourism Management
Location
Kirkhof Center KC21
Start Date
11-4-2012 9:00 AM
Keywords
Information, Innovation, and Technology
Abstract
For years, the Gerald R Ford airport in Grand Rapids has experienced some of the highest commercial airfares in the US with many passengers paying in excess of a 25-30% premium on their air tickets. It is estimated that approximately 365,000 or 30% of airline passengers chose to fly out of Detroit (DTW) or Chicago area airports due to higher fares and limited availability at their local region airport. In 2010 a group of local businesses and community leaders, with a vested interest in the economic viability of the region, created the Regional Air Alliance of West Michigan (RAAWM). While the primary goal of the RAAWM is to facilitate the reduction of passenger airfares, a key component to attracting both airline carriers and passengers is the quality of the facilities that underpin the passenger experience. The aim of this study is to assess the perception of passenger service quality at GRR and compare a number of key benchmarks against those of a regional competitor (DTW).
Benchmarking Passenger Service Quality at Grand Rapids Airport
Kirkhof Center KC21
For years, the Gerald R Ford airport in Grand Rapids has experienced some of the highest commercial airfares in the US with many passengers paying in excess of a 25-30% premium on their air tickets. It is estimated that approximately 365,000 or 30% of airline passengers chose to fly out of Detroit (DTW) or Chicago area airports due to higher fares and limited availability at their local region airport. In 2010 a group of local businesses and community leaders, with a vested interest in the economic viability of the region, created the Regional Air Alliance of West Michigan (RAAWM). While the primary goal of the RAAWM is to facilitate the reduction of passenger airfares, a key component to attracting both airline carriers and passengers is the quality of the facilities that underpin the passenger experience. The aim of this study is to assess the perception of passenger service quality at GRR and compare a number of key benchmarks against those of a regional competitor (DTW).