Factor Analysis of Passengers’ Satisfaction at “RIGA International Airport”

Abstract

The aim of the paper is to determine complex factors influencing passengers' satisfaction at RIGA International Airport (Latvia). Theoretical evidence was examined and factor analysis was carried out to identify the main groups of factors affecting passengers' satisfaction at the Airport. The findings of the study show that the most important five factors affecting it are: (1) availability of telecommunications, (2) effective way finding signs, (3) cleanliness of restrooms, (4) courtesy of staff and (5) availability of staff. The results based on this study will help airport managers in the Baltic Sea region to better serve their passengers through introduction of modern technologies and improved attitudes.

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

“…Therefore, the most critical step in defining and delivering high-quality service is to understand what passengers expect. Meeting or exceeding passenger expectations results in passenger satisfaction with the services offered by the airport [23]. Passenger satisfaction strengthens customer loyalty and purchase intention while improving airport operators' overall business performance [24].…”

“…In addition, Mirghafoor et al [31] asserted that airport staff is critical in service quality. Furthermore, Paramonovs and Ijevleva [23] emphasized the importance of airport staff courtesy and competence in determining customer satisfaction or dissatisfaction. The above literature led to the following hypothesis: Hypothesis 8 (H8).…”

Content Analysis of Passengers’ Perceptions of Airport Service Quality: The Case of Honolulu International Airport

“…Customer surveys have been widely used to evaluate airport customer satisfaction and service quality. A large number of studies have investigated the importance of airport service quality by conducting surveys and suggested possible improvement proposals (Allen et al 2020a(Allen et al , 2020b(Allen et al , 2021Bellizzi et al 2018;Ceccato and Masci 2017;Brida et al 2016;Pandey 2016;Gomes 2015, 2016;Paramonovs and Ijevleva 2015;Jeon and Kim 2012;Liou et al 2011). For example, Allen et al (2021) investigated airport passengers' satisfaction to create practical strategies for airport services.…”

“…Bellizzi et al (2018) conducted face-to-face interviews to evaluate passengers' satisfaction toward the Lamezia Terme airport's service quality and revealed that satisfaction factors and levels differ depending on travelers' backgrounds. Paramonovs and Ijevleva (2015) also employed a survey method to analyze major satisfaction factors for passengers at Riga International Airport in Latvia. Using 937 valid samples, the results indicated that telecommunications, effective signage, clean restrooms, staff courtesy, and availability are key factors affecting air passengers' satisfaction.…”

A Hybrid MRA-BN-NN Approach for Analyzing Airport Service Based on User-Generated Contents

“…Terminal cleanliness has long been a concern for passengers, impacting tolerance for lapses [18]. Research supports that terminal cleanliness positively influences passengers' emotions and overall satisfaction [8,15,17,45,46]. Travelers arriving early prioritize cleanliness, while foreign passengers emphasize information displays [47].…”