Executive summary
The airport industry has experienced a tremendous growth in the recent past, especially due to the increase in demand for the air travel. The impact of the growth has affected most airports management’s decision-making process whereby they have to identify and resolve various issues affecting their organization. This is a similar case experienced at Dubai international airport that faces major issues including that of congestion, national and international competition as well as dealing with customer service. The increase in traffic in the airport has made DXB the fifth busiest airport in the world and this also comes with a challenge that ...