Mapping the Airport Operations and Service Quality Management during Pandemic (COVID19) – Netaji Subhas Chanra Bose International Airport (CCU) in 2020

Authors

  • Arijit Das, Sunil Kumar

Abstract

The airport passenger services in Kolkata city of India, has seen a drop in passenger volume in March 2020 due to the pandemic COVID19. The dreaded disease impacts the existing service dimensions of airport operations for domestic and international passengers as additional activities of screening, sanitising the passengers at pre-boarding and de-boarding stages is a statutory mandate by Government of India, Ministry of Home affairs. This research explores the service dimensions using ASQ scale to conduct a cross-sectional survey for inbound and outbound air travellers amidst pandemic COVID19 and as to how the Kolkata airport ground services is able to meet passenger expectations, with current service delivery options along with additional COVID19 protocol to be accommodated in all its operations. It maps passenger perception about service quality in pandemic crisis period and how airport environment operations has functioned to meet the priorities.

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Published

2020-05-18

Issue

Section

Articles