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Service Quality and Customer Satisfaction At Kenyan Airports

In: Universities, Entrepreneurship and Enterprise Development in Africa - Conference Proceedings 2017

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  • Simon Peter Njoroge
  • X. N. Iraki

Abstract

The overall goal of this paper is to contribute to the research on customer satisfaction at airports. Existing studies have focussed on airport service experience in America, Europe and Asia. Specifically it contributes to the development of the knowledge of service quality expectations at a major airport hub in Africa. Published In: Munyoki, Bode (Eds.): Universities, Entrepreneurship and Enterprise Development in Africa - Conference Proceedings 2017. Nairobi, Kenya, 19. July 2017

Suggested Citation

  • Simon Peter Njoroge & X. N. Iraki, 2017. "Service Quality and Customer Satisfaction At Kenyan Airports," Proceedings Paper, in: Munyoki, Justus & Bode, Jürgen (ed.), Universities, Entrepreneurship and Enterprise Development in Africa - Conference Proceedings 2017, volume 6, pages 135-153, Universities Entrepreneurship and Enterprise Development in Africa International Conference.
    • Handle: RePEc:sau:ueedcc:06:135-153
    DOI: 10.18418/978-3-96043-060-5_135
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    References listed on IDEAS

    as
    1. Gillen, David, 2011. "The evolution of airport ownership and governance," Journal of Air Transport Management, Elsevier, vol. 17(1), pages 3-13.
    2. de Barros, Alexandre G. & Somasundaraswaran, A.K. & Wirasinghe, S.C., 2007. "Evaluation of level of service for transfer passengers at airports," Journal of Air Transport Management, Elsevier, vol. 13(5), pages 293-298.
    3. Bezerra, George C.L. & Gomes, Carlos F., 2015. "The effects of service quality dimensions and passenger characteristics on passenger's overall satisfaction with an airport," Journal of Air Transport Management, Elsevier, vol. 44, pages 77-81.
    4. Oum, Tae H. & Yan, Jia & Yu, Chunyan, 2008. "Ownership forms matter for airport efficiency: A stochastic frontier investigation of worldwide airports," Journal of Urban Economics, Elsevier, vol. 64(2), pages 422-435, September.
    5. Adler, Nicole & Liebert, Vanessa, 2014. "Joint impact of competition, ownership form and economic regulation on airport performance and pricing," Transportation Research Part A: Policy and Practice, Elsevier, vol. 64(C), pages 92-109.
    6. Hartline, Michael D. & Jones, Keith C., 1996. "Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions," Journal of Business Research, Elsevier, vol. 35(3), pages 207-215, March.
    7. Francis, Graham & Humphreys, Ian & Fry, Jackie, 2002. "The benchmarking of airport performance," Journal of Air Transport Management, Elsevier, vol. 8(4), pages 239-247.
    8. Assaf, A. George & Gillen, David & Tsionas, Efthymios G., 2014. "Understanding relative efficiency among airports: A general dynamic model for distinguishing technical and allocative efficiency," Transportation Research Part B: Methodological, Elsevier, vol. 70(C), pages 18-34.
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    More about this item

    JEL classification:

    • A13 - General Economics and Teaching - - General Economics - - - Relation of Economics to Social Values
    • M21 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Business Economics

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