Construction of a model for assessing the range of the airport non-aviation services in the context of consumer satisfaction

This article examines issues related to the development and evaluation of airport service offerings. The study focuses on non-aviation airport services, and develops an assessment model for their offering, taking into account the service component. The objective of the study is to develop and test a model for assessing the range of non-aviation airport services in terms of passenger satisfaction. Based on an analysis of reporting data from international aviation organizations, leading audit and consulting firms, and airport reports, it is concluded that non-aviation services play a key role in ensuring airline profitability. It is also shown that an airline's service offering policy should be determined not only by economic feasibility but also by passenger satisfaction. Using adaptive and structural-functional ap proaches, conceptual modeling based on secondary data, and the adaptation of service offering analysis methods to the service context, a three-criteria model for assessing the range of non-aviation services is proposed and described. This model integrates the breadth of service offerings, service quality, and the innovativeness of the technologies used as the basic assessment criteria. The developed model was tested at Vladivostok International Airport using a survey of 110 respondents. The results demonstrate its potential as a methodological basis for identifying gaps in the structure of non-aviation services and developing technologically sound solutions aimed at improving passenger satisfaction