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The airport collaborative decision-making (A-CDM) network brings together airports, airlines, and air navigation service providers to share timely and accurate information in order to facilitate optimal decision-making, plan operations and improve air traffic management. Research found that aviation service quality can be improved by integrating the A-CDM network and SERVQUAL together with Kano’s model to enhance service quality and improve network operational efficiency. The theory and methods of the A-CDM network combined with information technology and process innovation can maximise the serviceability of the aviation industry to improve network operation at the airport concerned.


Airport Collaborative Decision-Making (A-CDM), SERVQUAL, Kano’s Model, Service Quality, Aviation Industry Network Operations.
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