Sažetak (Abstract)
Every successful company focuses business policy on the quality of service and customer satisfaction. The level of quality services provided and the level of customer satisfaction are among the main determinants of the profitability of service companies, including airports. Absence of research and valid data regarding airport service quality in Bosnia and Herzegovina, including Sarajevo Airport was the key motive for this paperwork. Without having this data/information airport management is not able to manage successful service quality and achieve passenger satisfaction.
Ključne riječi: airport, service quality, passenger satisfaction