IDEAS home Printed from https://ideas.repec.org/a/ibn/ijmsjn/v9y2017i5p125-134.html
   My bibliography  Save this article

Researching the Satisfaction Levels of Passengers for Security Services at Airports

Author

Listed:
  • Nuriye Gures
  • Harun Yilmaz
  • Seda Arslan
  • Cemal Durmuscelebi
  • Cevher Yuksel
  • Haci Haydar Unsal

Abstract

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.

Suggested Citation

  • Nuriye Gures & Harun Yilmaz & Seda Arslan & Cemal Durmuscelebi & Cevher Yuksel & Haci Haydar Unsal, 2017. "Researching the Satisfaction Levels of Passengers for Security Services at Airports," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(5), pages 125-134, October.
    • Handle: RePEc:ibn:ijmsjn:v:9:y:2017:i:5:p:125-134
    as

    Download full text from publisher

    File URL: http://www.ccsenet.org/journal/index.php/ijms/article/view/70928/38743
    Download Restriction: no
    File URL: http://www.ccsenet.org/journal/index.php/ijms/article/view/70928
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sakano, R. & Obeng, K. & Fuller, K., 2016. "Airport security and screening satisfaction: A case study of U.S," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 129-138.
    2. Ali, Faizan & Kim, Woo Gon & Ryu, Kisang, 2016. "The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity," Tourism Management, Elsevier, vol. 57(C), pages 213-224.
    3. Paul Seidenstat, 2004. "Terrorism, Airport Security, and the Private Sector," Review of Policy Research, Policy Studies Organization, vol. 21(3), pages 275-291, May.
    4. Perng, Shiaw-Wuu & Chow, Chia-Chuan & Liao, Wu-Cheng, 2010. "Analysis of shopping preference and satisfaction with airport retailing products," Journal of Air Transport Management, Elsevier, vol. 16(5), pages 279-283.
    5. Pantouvakis, Angelos & Renzi, Maria Francesca, 2016. "Exploring different nationality perceptions of airport service quality," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 90-98.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Bezerra, George C.L. & Gomes, Carlos F., 2020. "Antecedents and consequences of passenger satisfaction with the airport," Journal of Air Transport Management, Elsevier, vol. 83(C).
    2. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.
    3. Bakır, Mahmut & Özdemir, Emircan & Akan, Şahap & Atalık, Özlem, 2022. "A bibliometric analysis of airport service quality," Journal of Air Transport Management, Elsevier, vol. 104(C).
    4. Chen, Yanhong & Liu, Luning & Zheng, Dequan & Li, Bin, 2023. "Estimating travellers’ value when purchasing auxiliary services in the airline industry based on the RFM model," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    5. Lee, Jung Ick & Ren, Tianbao & Park, Jungkun, 2021. "Investigating travelers’ multi-impulse buying behavior in airport duty-free shopping for Chinese traveler: Intrinsic and extrinsic motivations," Journal of Air Transport Management, Elsevier, vol. 92(C).
    6. Wei Zheng & Hongliang Qiu & Alastair M. Morrison & Wei Wei & Xihua Zhang, 2022. "Landscape and Unique Fascination: A Dual-Case Study on the Antecedents of Tourist Pro-Environmental Behavioral Intentions," Land, MDPI, vol. 11(4), pages 1-20, March.
    7. Lo, Ada & Qu, Hailin, 2015. "A theoretical model of the impact of a bundle of determinants on tourists’ visiting and shopping intentions: A case of mainland Chinese tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 231-243.
    8. Button, Kenneth & Thibault, Marc, 2005. "The Political Economy Of Maritime Container Security," 46th Annual Transportation Research Forum, Washington, D.C., March 6-8, 2005 208148, Transportation Research Forum.
    9. Tiziana D'Alfonso & Valentina Bracaglia & Yulai Wan, 2015. "Airport cities and multiproduct pricing," DIAG Technical Reports 2015-14, Department of Computer, Control and Management Engineering, Universita' degli Studi di Roma "La Sapienza".
    10. Thitinan Pholsook & Warit Wipulanusat & Poomporn Thamsatitdej & Sarawut Ramjan & Jirapon Sunkpho & Vatanavongs Ratanavaraha, 2023. "A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality," Sustainability, MDPI, vol. 15(11), pages 1-20, May.
    11. Lin, Yi-Hsin & Wu, Hanjun & He, Hang & Tsui, Kan Wai Hong, 2023. "Changes in perceptions of airport services’ attributes: An assessment of the impacts of COVID-19," Transport Policy, Elsevier, vol. 141(C), pages 116-128.
    12. Morone, Andrea & Nemore, Francesco & Schirone, Dario Antonio, 2018. "Sales impact of servicescape's rational stimuli: A natural experiment," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 256-262.
    13. Zhijian Bai & Yang Zhang, 2021. "Sustainability of Ski Tourism in China: An Integrated Model of Skiing Tourists’ Willingness to Pay for Environmental Protection," Sustainability, MDPI, vol. 13(16), pages 1-16, August.
    14. Salter, Mark B., 2007. "SeMS and sensibility: Security management systems and the management of risk in the Canadian Air Transport Security Authority," Journal of Air Transport Management, Elsevier, vol. 13(6), pages 389-398.
    15. Kosiba, John Paul & Acheampong, Audrey & Adeola, Ogechi & Hinson, Robert E., 2020. "The moderating role of demographic variables on customer expectations in airport retail patronage intentions of travellers," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    16. Pala, Ali & Zhuang, Jun, 2018. "Security screening queues with impatient applicants: A new model with a case study," European Journal of Operational Research, Elsevier, vol. 265(3), pages 919-930.
    17. S. Towers & B. Amdouni & R. Cordova & K. Funderburk & C. Montalvo & M. Thakur & J. Velazquez-Molina & C. Castillo-Chavez, 2021. "The rising prevalence of weapons in unsafe arming configurations discovered in American airports," Journal of Transportation Security, Springer, vol. 14(1), pages 1-18, June.
    18. Ittamalla, Rajesh & Srinivas Kumar, Daruri Venkata, 2021. "Determinants of holistic passenger experience in public transportation: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    19. Lucini, Filipe R. & Tonetto, Leandro M. & Fogliatto, Flavio S. & Anzanello, Michel J., 2020. "Text mining approach to explore dimensions of airline customer satisfaction using online customer reviews," Journal of Air Transport Management, Elsevier, vol. 83(C).
    20. Lopez-Valpuesta, Lourdes & Casas-Albala, Diana, 2023. "Has passenger satisfaction at airports changed with the onset of COVID-19? The case of Seville Airport (Spain)," Journal of Air Transport Management, Elsevier, vol. 108(C).

    More about this item

    Keywords

    Turkish aviation industry; airport security; passenger satisfaction;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibn:ijmsjn:v:9:y:2017:i:5:p:125-134. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.