The effects of service quality dimensions and passenger characteristics on passenger's overall satisfaction with an airport

Bezerra, George Christian Linhares; Gomes, Carlos F.

doi:10.1016/j.jairtraman.2015.03.001

Cited by 120 publications

(95 citation statements)

References 24 publications

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“…Also security service is a meaningful explanatory factor on the passenger satisfaction. This result is supported by previous applied in different countries and airports (Bezerra & Gomes, 2015;Gkritza et al, 2006;Perng et al, 2010;Tuncer & Gavcar, 2014;Bogicevic et al, 2013;Chen et al, 2015;de Barros et al, 2007;Sakano et al, 2016). However, in future studies, other factors affecting passenger satisfaction at airports should be studied to improve passengers' satisfaction level.…”

Section: Resultssupporting

confidence: 79%

“…In airports, which have an important place in the aviation system, it is very important for the security services to be established and operated effectively, to operate the system efficiently and for passenger satisfaction. In international literature, the number of research on aviation security services is relatively high (Eboli & Mazzulla, 2009;Fodness & Murray, 2007;Enoma & Allen, 2007;Bezerra & Gomes, 2015;Kim et al, 2017;Jiang & Zhang, 2016;Suárez-Alemán & Jiménez, 2016;Ali et al, 2016;Gitto & Mancuso, 2017;Sakano et al, 2016;Wattanacharoensil et al, 2017;Alards-Tomalin et al, 2014;Pantouvakis & Renzi, 2016;Bogicevic et al, 2016;Mikulic & Prebežac, 2008;Prebezac et al, 2010;Gkritza et al, 2006;Perng et al, 2010;Bogicevic et al, 2013). However, the number of research on aviation security services in national literature is relatively low (Tuncer & Gavcar, 2014;Ateş et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

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Researching the Satisfaction Levels of Passengers for Security Services at Airports

Güreş¹,

Yılmaz²,

Arslan³

et al. 2017

IJMS

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The rapid development in international trade has directly affected the air transport industry. Therefore, the number of passengers and the amount of cargo carried are increasing every year. Especially for long distance travels, passengers tend to prefer air transport. So, effective security applications at airports such as security processes, the competence of the technology used and security staff are extremely important. At the same time, having good performance of security systems may also affect the passengers' satisfaction. In this study, the effect of security practices at airports on passengers' satisfaction was investigated.Within the scope of the study, 536 questionnaires were applied both face to face and online to the passengers using Turkish airports. The data were tested using T-Test, ANOVA and Regression analysis. According to the analysis results, it has been found out that there is a meaningful relationship between the evaluations of the passengers towards security services at the airports and their satisfaction level. Also, evaluations of the passengers towards security services at the airports and their satisfaction level differ according to the flight frequency. Finally, some suggestions have been made to the sector administrators related to the security practices at airports in order to increase the passengers' satisfaction level.

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Section: Resultssupporting

confidence: 79%

Section: Introductionmentioning

confidence: 99%

Researching the Satisfaction Levels of Passengers for Security Services at Airports

Güreş¹,

Yılmaz²,

Arslan³

et al. 2017

IJMS

View full text Add to dashboard Cite

show abstract

“…It refers to the dynamic queue management using the analysis of and the modifications in check-in process based on the passenger categories (taking their needs and expectations in account) for instance [11,12]. This may be illustrated by providing a special security checks tracks for the frequent passengers who are familiar with the security rules.…”

Section: Passenger Queuesmentioning

confidence: 99%

The Dependence of Airport Profit on Passenger Satisfaction and Operational Efficiency

Vokáč

Lánský

Szabó

2017

MAD

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Since the airports are in fact commercial companies, their main objective is to make profit. Therefore, it is important for the airports to identify the business activities that may increase the income as well as those that may reduce the costs. The terminal process, handling the passengers' baggage both on their departure and arrival, is a basic process at all airports that are intended for the commercial air transport. The quality of the terminal process provided by the airports has a significant impact on the passengers especially in terms of their satisfaction. In this text, the passenger satisfaction is regarded as a key factor of the terminal process affecting a whole range of other areas. Its high efficiency leads to cost reduction from the perspective of the airport. As it is proposed here, there is a connection between the passenger satisfaction and the process efficiency. For example, the queues that form due to the check-in process may be a result of the imbalance between the passenger arrival rate and the service rate. Therefore, there is a necessity of improving not only the passenger satisfaction but also the process efficiency.

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“…Passenger behaviour and expectations of the experience at the airport, depending on the type of tourists, travel destinations and other context with related aspects (Fodness & Murray, 2007). Thus, attributes to measure the quality of service the airport should reflect evaluation with regard to the problem and investigating the environmental services (Bezerra & Gomes, 2015), (Yeh and Kuo, 2003).…”

Section: Introductionmentioning

confidence: 99%

Influence of Service Quality on Passenger Satisfaction at Halim Perdanakusuma Airport, Jakarta, Indonesia

Ruhiyat¹,

Marina²,

Hanifah³

et al. 2018

Proceedings of the Conference on Global Research on Sustainable Transport (GROST 2017)

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Passengers' satisfaction of service quality at airports are becoming increasingly important as air traffic grows. This research investigated passengers' perceptions of satisfaction at Halim Perdanakusuma International Airport, Jakarta, Indonesia.This study aims to find alternative solution models through exploring and analyzing the data and information concerning the influence of service quality on customer satisfaction. The method in this research is descriptive and verificative with data analysis using simple linear regression. This study sample of 100 respondents, with simple random sampling method with the entire population of passengers in Halim Perdanakusuma International Airport, Jakarta. Using SPSS 24 version, the analize find that all instruments validand reliable.The research shows that service quality has influence positive significant through customer satisfaction. This study has some limitations so that further research can be carried out to develop the research model. The result of this research suggests to expand the study on its analysis unit in order to give wider contributions to studying customer satisfaction especially for passenger satisfaction in airport.

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The effects of service quality dimensions and passenger characteristics on passenger's overall satisfaction with an airport

Cited by 120 publications

References 24 publications

Researching the Satisfaction Levels of Passengers for Security Services at Airports

Researching the Satisfaction Levels of Passengers for Security Services at Airports

The Dependence of Airport Profit on Passenger Satisfaction and Operational Efficiency

Influence of Service Quality on Passenger Satisfaction at Halim Perdanakusuma Airport, Jakarta, Indonesia

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