A Survey on Arrival Passenger Satisfaction Factors of Bandaranaike International Airport Services

Abstract

Airport industry has been a vast area which has been growing each second to cater to the demand of the passengers who have been arriving and departing through worldwide distributed airports for various types of purposes. This research had carried out to find out the Arrival Passenger Satisfaction of Bandaranaike International Airport Services. The passenger has been the king in the airport industry who can make a business success or a failure. To provide quality services as required by the passengers, airports should be following up on the modified strategies and amended policies. Because of an airport has been the entrance to the country which has been needed to be attracting new investments towards the country to build up the economy. BIA has been like our heart and it needs to perform well to keep the body alive A questionnaire had designed with 41 variables and a questionnaire survey had conducted. The target sample has been Bandaranaike International Airport users, although the sample size had 300, there had only 263 valid responses. Simple random sampling had used in this study and SPSS had used to analyze the data.The factors will be covered up as the independent variables and the dependent variable has been the passenger preference on BIA. Frequencies test will be run to all variables and for the demographic factors. A factor analysis had carried out to reduce the number of variables and grouping factors which have the same characteristics. Once this had completed the 41 variables had reduced to 9 variables. A hypothesis testing will determine the independent and dependents variables for the passenger satisfaction as well as a factor analysis model will be illustrated to identify the relationships between variables and demographic factors, correlations and reliability of the factors. Finally, the research findings had discussed, and recommendations had made. The basis of recommendations had to focus on customer service and comfortability to have an efficient and effective BIA service system.