FN ISI Export Format VR 1.0 PT J TI The passenger’s perception of the service quality of an Airport in an end-to-end travel scenario AF Abdullah, Shakhawan AU Abdullah, S AB Nowadays, airports, whether for business or leisure travelers, must primarily provide the quality of service that corresponds to the requirements of their customers and visitors. In addition, airports must constantly optimize their services to remain competitive. However, constantly increasing service quality may not always be possible and leads to cost increases and financial challenges. Furthermore, regional airports are very compact and provide limited services compared to larger airports. Therefore, this bachelor thesis focuses on the services provided by airport management at regional airports, how travelers perceive them and what quality is expected, followed by the question of how passengers evaluate the services and their quality. Moreover, this approach allows to examine how airports identify customer segments and their expectations, as well as the assessment of current and future customer requirement trends. ER