A multiple criteria decision-making model for enhancing informative service quality at airports

The hospitality and tourism industry is witnessing unprecedented growth, driven by a relentless pursuit of service excellence and customer satisfaction. In this dynamic landscape, meeting and exceeding customer expectations has become paramount. Customers not only wield significant influence in shaping the service experience but also arrive with predefined standards for quality and service delivery. This study evaluates the quality of informative service settings within airport environments and their profound impact on overall service satisfaction. This research offers diverse strategic interventions to elevate service quality standards by leveraging multiple criteria decision-making. The insights gleaned from this investigation provide invaluable guidance for managers within the air-service industry, equipping them with the requisite knowledge to navigate and address the evolving needs of travelers while actively enhancing the Informative service setting infrastructure within airports. Through a nuanced understanding of these strategies, industry stakeholders can proactively tailor their approaches to ensure heightened customer satisfaction and service excellence. •Analyze challenges in implementing informative service quality at airports.•Utilize the Decision-Making Trial and Evaluation Laboratory (DEMATEL) technique to assess influential factors.•Identify the quality of information items and service staff attitudes toward Informative Service Setting.•Propose strategic measures to address Informative service setting quality challenges.•Evaluate the impact of inadequate informative service quality practices in airport operations.