An interesting note is that the Cincinnati airport, the only U.S. airport in the top 10, isn't one of our major international ports of call. Tourism is one of the top 10 industries in the United States, and still our airport quality systems are, for the most part, just adequate. At the last quality conference I attended, about 80 percent of the examples were related to manufacturing. They both have sections on service quality, but these books are primarily related to manufacturing. Within our government, quality is largely spotty with a few bright points, and many departments have forgotten that they're there to serve.
Airports are a good example.
Most U.S. airports are owned by the government and are designed for aesthetic value, not for functionality. Take the new airport in San Jose, California, for example. The passenger drop-off area is a disaster. You park three cars deep from the curb, where cars drive past within a few feet as you take your life in your hands unloading your luggage. Outside of the United States, luggage carts are readily available for free.