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dc.contributor.authorTrischler, Jakob
dc.contributor.authorLohmann, Gui
dc.date.accessioned2019-05-29T12:35:36Z
dc.date.available2019-05-29T12:35:36Z
dc.date.issued2018
dc.identifier.issn0969-6997
dc.identifier.doi10.1016/j.jairtraman.2017.11.004
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.
dc.description.peerreviewedYes
dc.description.sponsorshipGriffith University
dc.languageEnglish
dc.publisherElsevier
dc.publisher.placeUnited Kingdom
dc.relation.ispartofpagefrom63
dc.relation.ispartofpageto71
dc.relation.ispartofjournalJournal of Air Transport Management
dc.relation.ispartofvolume67
dc.subject.fieldofresearchTransportation and Freight Services not elsewhere classified
dc.subject.fieldofresearchTransportation and Freight Services
dc.subject.fieldofresearchUrban and Regional Planning
dc.subject.fieldofresearchcode150799
dc.subject.fieldofresearchcode1507
dc.subject.fieldofresearchcode1205
dc.titleMonitoring quality of service at Australian airports: A critical analysis
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
dcterms.licensehttp://creativecommons.org/licenses/by-nc-nd/4.0/
dc.description.versionPost-print
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.
gro.hasfulltextFull Text
gro.griffith.authorLohmann, Gui M.


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