2026-04-17T17:45:46.451Z http://ezaposleni.singidunum.ac.rs/rest/sciNaucniRezultati/oai

ezaposleni.singidunum.ac.rs/rest/sciNaucniRezultati/oai:1:1690 2013-11-05T12:44:35Z 1

Airport quality of service benchmarking 2012 http://ezaposleni.singidunum.ac.rs/rest/sciNaucniRezultati/oai/record/1/1690 D. Dejanović M. Opačić M. Heleta Airport benchmarking is widely accepted in the last 15 years, after the trend of changing airport ownership structure from public into private sector. Airport operators use this component of the strategic planning process for comparing operational, economic and service performances. The purpose of this paper is twofold: to discuss customer satisfaction of services provided at Belgrade Nikola Tesla Airport benchmarking at global level and to identify best practices and services that need to be upgraded. Due to their importance and complexity problems of airport service benchmarking are also discussed conferenceObject Kvalitet & Izvrsnost