INTEGRATING A-CDM AND SERVQUAL FOR IMPROVED SERVICE QUALITY IN THE AVIATION INDUSTRY

Abstract

Airport collaborative decision-making (A-CDM) is a concept that aims to optimize decisionmaking
processes, enhance air traffic flow management, and minimize aircraft taxi and turnaround times by
integrating resources and operational data from airlines, airports, and air traffic management networks. The
integration of A-CDM with the SERVQUAL model and Kano's model can improve service quality in the
aviation industry, which can lead to increased customer satisfaction and loyalty, and ultimately, maximize
profitability. Through the sharing of timely and accurate information among all stakeholders, including
airlines, airports, air navigation service providers, and government agencies, A-CDM can streamline
information sources, improve turnaround performance, enhance transparency in sequencing, predict take-off
times dynamically, and enable business continuity planning. This paper proposes a research framework and
system analysis methodology for using the SERVQUAL model and A-CDM network to improve aviation
industry service quality. A qualitative study was conducted through surveys and direct observation in an
airport terminal, which revealed that the improvement of serviceability in the aviation industry is crucial for
aviation management, and aviation industry conformance is related to attractive service quality. The study
concludes that integrating the SERVQUAL model and A-CDM network can contribute to increased
operational efficiency, reduced delays, improved predictability, optimized resource utilization, and greater
revenue.