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).

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Apr 11th, 9:00 AM

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).