Airport service quality perception and flight delays: Examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys

Oliveira, Alessandro V.M.; Oliveira, Bruno F.; Vassallo, Moisés D.

doi:10.1016/j.retrec.2023.101371

Cited by 2 publications

(1 citation statement)

References 67 publications

(70 reference statements)

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“…According to Oliveira et al (2023), passengers who encounter aircraft delays are less like to express satisfaction with their airport experience. However, people can enjoy improved well-being by having access to high-quality food and beverages, as well as a highspeed internet connection at the airport.…”

Section: Empirical Studiesmentioning

confidence: 99%

The role of quality in airport services in passenger satisfaction at Aden Adde International Airport, Mogadishu, Somalia

Farah,

Hacioglu

2024

IJBES

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Service quality is crucial for all service providers operating in the open market across all industries, particularly in the aviation sector, which produces billions of dollars in annual revenue from its services. The level of service quality significantly influences client satisfaction, and conversely, customer happiness reciprocally affects the service provider. In order to attain diverse company objectives, it is imperative to prioritize customer happiness specifically during the process of privatization. The primary objective of this research is to examine the influence of airport service quality on customer satisfaction within the context of a privatized airport. Descriptive and correlation analyses were utilized in the study. A total of 400 questionnaires were administered to passengers who embarked from Aden Adde International Airport as part of the study. Subsequently, the data was subjected to analysis utilizing a statistical software program designed for social science software (SPSS). The results of this analysis revealed a robust and positive correlation between Airport customer services and customer happiness. The study additionally revealed that a significant proportion of the airport's passengers expressed dissatisfaction with the services provided by Aden Adde International airport.

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Section: Empirical Studiesmentioning

confidence: 99%

The role of quality in airport services in passenger satisfaction at Aden Adde International Airport, Mogadishu, Somalia

Farah,

Hacioglu

2024

IJBES

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Use of machine learning models to classify user satisfaction at airports in Brazil

Oliveira,

Lima,

Santos

2024

Braz. J. Prod. Eng.

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Este artigo descreve a aplicação de técnicas de aprendizado de máquina (AM) utilizando os dados da pesquisa de satisfação de usuários em vários aeroportos no Brasil para classificá-los de acordo com sua satisfação. Foram utilizados os métodos K-Nearest Neighbors (KNN), Naïve Bayes, Árvore de Decisões e Floresta Aleatória para classificar a satisfação dos usuários, e a regressão linear para a imputação de dados, utilizando o conjunto de dados de 2017 a 2022 como conjunto de treinamento. Os dados foram previamente processados e limpos. O conjunto de dados de 2017 a 2022 foi utilizado para treinar o modelo, enquanto o conjunto de dados mais recente de 2023 foi utilizado como conjunto para teste. Após a classificação, a técnica de hiperparâmetros foi aplicada para melhorar os resultados das métricas. Os modelos de aprendizado de máquina apresentaram resultados satisfatórios na classificação dos usuários. Além disso, a pesquisa revelou os principais fatores que afetam a satisfação dos clientes nos aeroportos, destacando o conforto acústico do aeroporto, a disponibilidade de sanitários e a quantidade e qualidade de estabelecimentos comerciais como os mais influentes.

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Airport service quality perception and flight delays: Examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys

Cited by 2 publications

References 67 publications

The role of quality in airport services in passenger satisfaction at Aden Adde International Airport, Mogadishu, Somalia

The role of quality in airport services in passenger satisfaction at Aden Adde International Airport, Mogadishu, Somalia

Use of machine learning models to classify user satisfaction at airports in Brazil

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