Customer service in the aviation industry - An exploratory analysis of UAE airports

This study used a multi-pronged approach to collect data. In all, 78 travelers were chosen at random and they were administered a structured and a semi-structured questionnaire. Responses to the former were used to perform Chi-square test and establish the differences between the three airports; the latter were used to gain deeper insight and gauge a more in-depth opinion of the respondents. Through the analysis of the data, this study was able to learn more about the public view with regard to the innovations and ideas implemented by the government of the UAE. A new customer service model has been developed to compare the three airports in UAE and gain more insights into opportunities for improvement.