Measurement of traveler expectations versus service gaps - The case of general aviation services in Aruba

The focus of this study encompassed an assessment of traveler expectations and perceptions of services performed at Aruba's General Aviation Terminal. A survey instrument based on the SERVQUAL model is developed by Parasuraman, Zeithaml, and Berry. The PZB instrument was administered to travelers at the Aruba's General Aviation Terminal. In particular, travelers were asked to rate their perception of services offered on the dimensions of tangible components, reliability of services, responsiveness of service, and assurance of services performed. The analysis indicated that service gaps existed between what travelers expected and what they experienced from terminal personnel.