The British Airport Authority included the following service quality factors in its performance monitoring programme. For each, what mechanism of monitoring do you think they use? Service quality Factor Measure Mechanism/Monitoring tool a) Access Ease of finding a way around. b) Aesthetics c) Comfort Staff Appearance Airport appearance Quality/appearance of food Crowdedness of airport d) Communication e) Friendliness f) Reliability Information clarity Clarity of labelling and pricing Staff attitude and helpfulness Number of equipment faults g) Security Efficiency of security checks Number of urgent safety reports