Understanding Customer Satisfaction through Passengers' Experience at Hamad Airport
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The facility airport management is the critical factor that enables passenger satisfaction and perceptions of the passengers about the performance of the airport, which should be given more attention. The airport service quality requires continuous improvement to achieve the expected passenger satisfaction. The purpose of this study is to describe the specific airport facility components that can lead to an increase in the rate of passenger satisfaction in an international airport environment by assessing both passengers' perception of the airport information and signage, amenities, facilities, accessibility on passenger satisfaction, regard to their visit frequent and their perceived level of the airport facility management. This study focuses on the performance of Hamad International Airport, which has been in the latest headlines from the world airport, as it provides a very high, overall quality performance. Linear regression analysis and process macro were performed in SPPS using comparative and descriptive analysis. Data was collected from international passengers through the questionnaire survey method conducted on a total of 526 international passengers concerning their experience and perceived level of performance at Hamad airport. The result of the regression analysis shows a gap between amenities and visit frequency regarding the satisfaction levels of passengers in regard to the airport performance and how the airport staff should give more attention to the facility management in those areas.
Abstract
The facility airport management is the critical factor that enables passenger satisfaction and perceptions of the passengers about the performance of the airport, which should be given more attention. The airport service quality requires continuous improvement to achieve the expected passenger satisfaction. The purpose of this study is to describe the specific airport facility components that can lead to an increase in the rate of passenger satisfaction in an international airport environment by assessing both passengers' perception of the airport information and signage, amenities, facilities, accessibility on passenger satisfaction, regard to their visit frequent and their perceived level of the airport facility management. This study focuses on the performance of Hamad International Airport, which has been in the latest headlines from the world airport, as it provides a very high, overall quality performance. Linear regression analysis and process macro were performed in SPPS using comparative and descriptive analysis. Data was collected from international passengers through the questionnaire survey method conducted on a total of 526 international passengers concerning their experience and perceived level of performance at Hamad airport. The result of the regression analysis shows a gap between amenities and visit frequency regarding the satisfaction levels of passengers in regard to the airport performance and how the airport staff should give more attention to the facility management in those areas.
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