Airport Operations Management Pop Quiz

What are the three major components of the air transport system?

• Airport, Airline, User

• Airport, Airline, Government

• Airport, User, Non-user

• Airline, User, Non-user

Which type of airport ownership involves both public and private entities collaborating to own and operate an airport?

• Public Ownership

• Private Ownership

• Public-Private Partnership (PPP)

• Government Ownership

What is the primary role of the Airport Operational Control Centre (AOCC)?

• To manage airport finances

• To oversee the integrity of day-to-day airport operations

• To handle public relations

• To manage airport construction projects

Which of the following is NOT a function of the AOCC?

• Coordination of airport services

• Performance monitoring

• Financial auditing

• Emergency response coordination

What is the main goal of an airport’s strategic business plan (SBP)?

• To increase government control

• To ensure customer satisfaction

• To reduce operational costs

• To expand airport infrastructure

What is the definition of service according to Palmer (1994)?

• The overall assessment of a service by the customer

• The production of an essentially intangible benefit that satisfies an identified consumer need

• The physical and emotional experiences occurring through interactions with a product

• The discrepancy between a customer’s expectation and perception of a service

Which of the following is NOT one of the five dimensions of the SERVQUAL Model?

• Tangibility

• Reliability

• Flexibility

• Empathy

What are the three questions asked by Abell’s Model to describe the activities of a business?

• Who are the customer groups? What are the customer’s needs? How can they be satisfied?

• What is the product? Where is it sold? How is it promoted?

• What is the price? Who are the competitors? What is the market share?

• Who are the stakeholders? What are the resources? How is the service delivered?

Which performance objective is defined as “doing things right or to the extent to which products and services are delivered to specification”?

• Speed

• Dependability

• Quality

• Cost

What is the main goal of the ASQ Model developed by Airport Council International?

• To measure passenger satisfaction at airports

• To increase airport revenue

• To improve airport security

• To reduce operational costs