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The role of quality in airport services in passenger satisfaction at Aden Adde International Airport, Mogadishu, Somalia

Author

Listed:
  • Nuh Abdulle Farah

    (M.Sc. in Air Transport Management, Graduate Studies, Ibn Haldun University, Istanbul Turkey)

  • Umit Hacioglu

    (Professor, School of Business, Ibn Haldun University, Istanbul Turkey)

Abstract

Service quality is crucial for all service providers operating in the open market across all industries, particularly in the aviation sector, which produces billions of dollars in annual revenue from its services. The level of service quality significantly influences client satisfaction, and conversely, customer happiness reciprocally affects the service provider. In order to attain diverse company objectives, it is imperative to prioritize customer happiness specifically during the process of privatization. The primary objective of this research is to examine the influence of airport service quality on customer satisfaction within the context of a privatized airport. Descriptive and correlation analyses were utilized in the study. A total of 400 questionnaires were administered to passengers who embarked from Aden Adde International Airport as part of the study. Subsequently, the data was subjected to analysis utilizing a statistical software program designed for social science software (SPSS). The results of this analysis revealed a robust and positive correlation between Airport customer services and customer happiness. The study additionally revealed that a significant proportion of the airport's passengers expressed dissatisfaction with the services provided by Aden Adde International airport.

Suggested Citation

  • Nuh Abdulle Farah & Umit Hacioglu, 2024. "The role of quality in airport services in passenger satisfaction at Aden Adde International Airport, Mogadishu, Somalia," International Journal of Business Ecosystem & Strategy (2687-2293), Bussecon International Academy, vol. 6(1), pages 14-27, January.
    • Handle: RePEc:adi:ijbess:v:6:y:2024:i:1:p:14-27
    DOI: 10.36096/ijbes.v6i1.480
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    References listed on IDEAS

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    3. 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).
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