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Evaluating International Airport Terminal Building Services at Indian Airports: Case Study IGI Airport (International Terminal), New Delhi
As IndiaÂ’s economic infrastructure attracts increased interest from international businesses and potential tourists, the countryÂ’s airports take on a new degree of prominence. The condition of the airport is posed to provide a first impression to the international traveler, particularly in regards to meeting and exceeding the basic assumptions of the customer in regards to convenience, security, and comfort. The current conditions of airports in India do not meet the expectations of international travelers. As customers are essentially trapped within airports until their time to leave arrives, customers are highly focused on qualities in airports such as safety, the distance to travel between arrival and destination locations, and the comfort and convenience of services and amenities offered by the airport. International airports frequently conduct assessment surveys to define the emotional and physical needs of the customers and work to better meet these needs. An assessment of the conditions found within IndiaÂ’s international airports is needed to help redirect positive conditions and enhance the visitorÂ’s first impressions of the country. A weighted Likert-type survey of the International Terminal of the IGI Airport in New Delhi is proposed as a case study in assessing needed change within the customer service sector of IndiaÂ’s airports.
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