Evaluation of Airport Service Quality Before and After COVID-19 Using Entropy-Based TOPSIS Approach

With globalization, airports are increasingly exposed to competitive conditions due to the rising air traffic and passenger demand. Airports must continuously improve themselves and adapt to changing technology. Throughout travel, airports have transformed from mere transit points to complex and large living centers. As a result, the quality of services provided at airports has become increasingly important. In 2019, a study was conducted based on data provided by the Airports Council International (ACI) to examine the top 10 airports with the highest passenger traffic using multi-criteria decision-making methods such as Entropy and TOPSIS. The study utilized eight different criteria, including queue waiting time, terminal cleanliness, terminal seating areas, terminal signage and directions, food and beverage services, airport shopping stores, Wi-Fi connectivity, and airport staff. The criteria were determined through the Skytrax website. According to the results of this study, airport shopping stores were identified as the most important criterion in 2019, and London Heathrow Airport was determined to have the highest service quality. However, priorities have changed for airports after the COVID-19 pandemic. In an update conducted in 2022, a comparison was made using the same airports, revealing that the most important criterion was terminal cleanliness, and Munich Airport was identified as having the highest service quality. This comparison allowed for a clearer observation of the airports' performance over time. Due to the pandemic, travel restrictions and health measures have been implemented, and airports and airlines have had to develop new protocols and security measures. Factors such as airport terminal cleanliness, social distancing measures, and hygiene protocols have gained priority, with a focus on passengers' safety and health. Airports have made efforts to adapt to this challenge and have taken necessary measures to improve service quality.