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dc.contributor.authorTrischler, Jakoben_US
dc.contributor.authorLohmann, Guilhermeen_US
dc.date.accessioned2019-05-29T12:35:36Z
dc.date.available2019-05-29T12:35:36Z
dc.date.issued2018en_US
dc.identifier.issn0969-6997en_US
dc.identifier.doi10.1016/j.jairtraman.2017.11.004en_US
dc.identifier.urihttp://hdl.handle.net/10072/380352
dc.description.abstractThe quality of service monitoring forms a key element of the current light-handed regulation at Australian airports. The ACCC (Australian Competition and Consumer Commission) evaluates and publicly reports the quality of service levels of the four largest airports on a yearly basis to pressure airports to maintain an acceptable service performance. This article aims to provide an in-depth analysis of the methodology used by the ACCC. This analysis includes a critical review of the methodology based on secondary information in combination with primary research (i.e., data from 21 semi-structured interviews) that considers the current perception of the methodology among key stakeholder groups. The research finds that the methodology used by the ACCC is underpinned by some limitations, putting in question its effectiveness, reliability and validity. Particularly, its weak design does not allow for a comprehensive interpretation of the reported results or a reliable comparison across monitored airports, thus reduces transparency. Stakeholders pointed out that it is not possible to evaluate whether an airport undertakes infrastructure investments that ensure both the efficiency of ongoing airport operations and appropriate levels of service quality. These limitations add to the perception that the ACCC in its current function is not a ‘credible threat’ to airports with market power. Recommendations and future research directions are provided to address the identified limitations.en_US
dc.description.peerreviewedYesen_US
dc.languageEnglishen_US
dc.publisherElsevieren_US
dc.publisher.placeUnited Kingdomen_US
dc.relation.ispartofpagefrom63en_US
dc.relation.ispartofpageto71en_US
dc.relation.ispartofjournalJournal of Air Transport Managementen_US
dc.relation.ispartofvolume67en_US
dc.subject.fieldofresearchTransportation and Freight Services not elsewhere classifieden_US
dc.subject.fieldofresearchTransportation and Freight Servicesen_US
dc.subject.fieldofresearchUrban and Regional Planningen_US
dc.subject.fieldofresearchcode150799en_US
dc.subject.fieldofresearchcode1507en_US
dc.subject.fieldofresearchcode1205en_US
dc.titleMonitoring quality of service at Australian airports: A critical analysisen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Articlesen_US
dc.type.codeC - Journal Articlesen_US
dcterms.licensehttp://creativecommons.org/licenses/by-nc-nd/4.0/en_US
dc.description.versionPost-printen_US
gro.rights.copyright© 2018 Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International Licence (http://creativecommons.org/licenses/by-nc-nd/4.0/) which permits unrestricted, non-commercial use, distribution and reproduction in any medium, providing that the work is properly cited.en_US
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