SERVQUAL and Kano’s model integrated to develop a conceptual model of airport terminal service implementation

This paper proposed a conceptual model to contribute the development of airport terminal service quality by conducting an empirical investigation intocustomer value co-creation behavior in Airport service. The research approach develop scale measure passenger expectations quality, provide reach expectation and improved quality. Research finding improvement with top high rank business competitions. framework comprised 5 dimension called RATER which consider perception 22 criteria integrate Kano’s Model measurement find Satisfaction Index (SI) Dissatisfaction (DI) perception. operations management team can use developed improve is extended level provides comprehensive meet image. newly SERVQUAL integrated.