IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v13y2021i10p5636-d556805.html
   My bibliography  Save this article

Comparing Passenger Satisfaction, Employees’ Perspective and Performance on Quality and Safety Indicators: A Field Study

Author

Listed:
  • Luca D’Alonzo

    (Department of PPEQ Sciences, Section of Economics and Quantitative Methods, University of Chieti–Pescara, 65127 Pescara, Italy)

  • Maria Chiara Leva

    (Environmental Sustainability and Health Institute, Technological University Dublin, D07 EWV4 Dublin, Ireland)

  • Edgardo Bucciarelli

    (Department of PPEQ Sciences, Section of Economics and Quantitative Methods, University of Chieti–Pescara, 65127 Pescara, Italy)

Abstract

This paper aims to analyze the impact that different attributes related to a Regional Airport service and the socio-economic factors of the passengers have on the passenger’s overall satisfaction. The study also compared passenger and employee satisfaction in relation to the service offered by the airport, to identify possible critical areas of improvement. An Ordinal Logistic Regression (OLR) approach was used to model how the attributes considered for qualifying airport services and the socio-economic variables impact the predicted variable (i.e., passenger satisfaction). Furthermore, the results were triangulated to include quality and safety performance indicators as an objective anchor point for the performance of the company. The findings indicate interesting areas of difference between the perceptions of the passengers and airport employees regarding a company’s services and its performance. The company managers in the key areas of operation were then asked to select the main areas of improvement among the ones highlighted by the survey’s results. Quality and safety indicators were also helpful in enriching the analysis and indicating good synergy with the suggestions collected from the passengers’ and the employees’ surveys, offering yet another complementary perspective.

Suggested Citation

  • Luca D’Alonzo & Maria Chiara Leva & Edgardo Bucciarelli, 2021. "Comparing Passenger Satisfaction, Employees’ Perspective and Performance on Quality and Safety Indicators: A Field Study," Sustainability, MDPI, vol. 13(10), pages 1-25, May.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:10:p:5636-:d:556805
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/13/10/5636/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/13/10/5636/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Meng, Meng & Rau, Andreas & Mahardhika, Hita, 2018. "Public transport travel time perception: Effects of socioeconomic characteristics, trip characteristics and facility usage," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 24-37.
    2. Hong, Seock-Jin & Choi, Dongho & Chae, Junjae, 2020. "Exploring different airport users’ service quality satisfaction between service providers and air travelers," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    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. Lemer, Andrew C., 1992. "Measuring performance of airport passenger terminals," Transportation Research Part A: Policy and Practice, Elsevier, vol. 26(1), pages 37-45, January.
    5. Yeh, Chung-Hsing & Kuo, Yu-Liang, 2003. "Evaluating passenger services of Asia-Pacific international airports," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 39(1), pages 35-48, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Gajewicz, Šukasz & Walaszczyk, Ewa & Nadolny, Michał & Nowosielski, Krzysztof, 2022. "Criteria of quality assessment of regional airport services - A very last picture before the COVID-19 pandemic," Journal of Air Transport Management, Elsevier, vol. 103(C).
    2. Thitinan Pholsook & Warit Wipulanusat & Vatanavongs Ratanavaraha, 2024. "A Hybrid MRA-BN-NN Approach for Analyzing Airport Service Based on User-Generated Contents," Sustainability, MDPI, vol. 16(3), pages 1-20, January.
    3. Mahmut Bakır & Şahap Akan & Emircan Özdemir & Phi-Hung Nguyen & Jung-Fa Tsai & Hong-Anh Pham, 2022. "How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews," Sustainability, MDPI, vol. 14(4), pages 1-20, February.

    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 Christian Linhares & Gomes, Carlos F., 2016. "Measuring airport service quality: A multidimensional approach," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 85-93.
    2. 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.
    3. Antwi, Collins Opoku & Fan, Chong-jun & Ihnatushchenko, Nataliia & Aboagye, Michael Osei & Xu, Hangyu, 2020. "Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction," Journal of Air Transport Management, Elsevier, vol. 89(C).
    4. Hong, Seock-Jin & Choi, Dongho & Chae, Junjae, 2020. "Exploring different airport users’ service quality satisfaction between service providers and air travelers," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    5. 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).
    6. 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.
    7. Pandey, Mukesh Mohan, 2016. "Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 241-249.
    8. Barakat, H. & Yeniterzi, R. & Martín-Domingo, L., 2021. "Applying deep learning models to twitter data to detect airport service quality," Journal of Air Transport Management, Elsevier, vol. 91(C).
    9. Thampan, Aromal & Sinha, Kapil & Gurjar, B.R. & Rajasekar, E., 2020. "Functional efficiency in airport terminals: A review on Overall and Stratified Service Quality," Journal of Air Transport Management, Elsevier, vol. 87(C).
    10. Yong, Shih Ween & Cheah, Jun-Hwa & Lim, Xin-Jean & Ng, Siew Imm & Leong, Yee Choy, 2023. "How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport," Journal of Air Transport Management, Elsevier, vol. 112(C).
    11. Wu, Paul Pao-Yen & Mengersen, Kerrie, 2013. "A review of models and model usage scenarios for an airport complex system," Transportation Research Part A: Policy and Practice, Elsevier, vol. 47(C), pages 124-140.
    12. KIyIldI, R. Koray & Karasahin, M., 2008. "The capacity analysis of the check-in unit of Antalya Airport using the fuzzy logic method," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(4), pages 610-619, May.
    13. Tuchen, Stefan & Arora, Mohit & Blessing, Lucienne, 2020. "Airport user experience unpacked: Conceptualizing its potential in the face of COVID-19," Journal of Air Transport Management, Elsevier, vol. 89(C).
    14. Li, Lingyao & Mao, Yujie & Wang, Yu & Ma, Zihui, 2022. "How has airport service quality changed in the context of COVID-19: A data-driven crowdsourcing approach based on sentiment analysis," Journal of Air Transport Management, Elsevier, vol. 105(C).
    15. Lee, Kiljae & Yu, Chunyan, 2018. "Assessment of airport service quality: A complementary approach to measure perceived service quality based on Google reviews," Journal of Air Transport Management, Elsevier, vol. 71(C), pages 28-44.
    16. Gajewicz, Šukasz & Walaszczyk, Ewa & Nadolny, Michał & Nowosielski, Krzysztof, 2022. "Criteria of quality assessment of regional airport services - A very last picture before the COVID-19 pandemic," Journal of Air Transport Management, Elsevier, vol. 103(C).
    17. Cao, Mengfei & Li, Linbo & Zhang, Yahua, 2023. "Developing a passenger-centered airport: A case study of Urumqi airport in Xinjiang, China," Journal of Air Transport Management, Elsevier, vol. 108(C).
    18. Bogicevic, Vanja & Yang, Wan & Cobanoglu, Cihan & Bilgihan, Anil & Bujisic, Milos, 2016. "Traveler anxiety and enjoyment: The effect of airport environment on traveler's emotions," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 122-129.
    19. Antwi, Collins Opoku & Fan, Chong-jun & Nataliia, Ihnatushchenko & Aboagye, Michael Osei & Xu, Hangyu & Azamela, John Coffie, 2020. "Do airport staff helpfulness and communication generate behavioral loyalty in transfer passengers? A conditional mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    20. Nghiêm-Phú, Bình & Suter, Jillian Rae, 2018. "Airport image: An exploratory study of McCarran International Airport," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 72-84.

    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:gam:jsusta:v:13:y:2021:i:10:p:5636-:d:556805. 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    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.