Effects of the Safety Management System on the Quality of Airport Services (Case Studey: Shahid Ayatollah Dastgheib International Airport in Shiraz)

International Civil Aviation Organization (ICAO), having published the document 9859 in 2007 and the second edition of mentioned document in 2009, has obliged all member countries to get airport certification for international and semi- international (air border) airports. Iranian Airports Company has attempted to audit mentioned airports to deliver aerodrome certificate. Shiraz International Airport as the first international airport succeeded to get aerodrome certificate in 2011 and in line with obligations has implemented the Safety Management System (SMS) at the airport complex. The importance of the safety management system is that it has a proactive and systematic approach towards the safety. The aim of implementation of safety management system is to provide safe, secure and higher quality services in the air transportation industry. Present study was performed to investigate the impacts of the implementation of safety management system on the quality of airport services at shiraz International Airport using the SERVQUAL model and with a statistical population of 750000 customers of Airport services in two sections of domestic customers and foreign customers in Shiraz International Airport who used Airport services in the last three months of 1397. The method used in this research is descriptive-survey statistical method by using Pearson's transformation correlation coefficient and testing related hypotheses. Based on the results of research, the existence of a positive and significant relationship between implementation of safety management system and the quality of airport services at Shiraz Martyr Ayatollah Dastgheib International Airport was approved.
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