Please use this identifier to cite or link to this item: https://hdl.handle.net/20.500.13087/2810
Title: How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews
Authors: Bakır, Mahmut
Akan, Şahap
Özdemir, Emircan
Nguyen, P.-H.
Tsai, J.-F.
Pham, H.-A.
Keywords: Airport service quality
Multiple regression analysis
Necessary condition analysis
Online reviews
Passenger satisfaction
Skytrax
airport
antecedent conditions
connectivity
profitability
questionnaire survey
regression analysis
Europe
Issue Date: 2022
Publisher: MDPI
Abstract: Delivering high-quality service to passengers can be critical for an airport’s survival, competitiveness, profitability, and long-term growth in a highly competitive environment. The present study aims to examine the relationship between airport service attributes and passenger satisfaction. To this end, we conducted multi-method research consisting of symmetric (multiple regression analysis—MRA) and asymmetric (necessary condition analysis—NCA) approaches. The research data consists of 1463 valid online reviews (n = 1463) of the top 50 busiest airports in Europe retrieved from Skytrax. The MRA was employed to examine the net effect of the eight airport service attributes on passenger satisfaction, while the NCA was used to explore the necessary conditions and level of necessity to achieve passenger satisfaction. Using MRA, the findings reveal that airport staff is the most influential predictor of passenger satisfaction, whereas airport shopping and airport Wi-Fi connectivity do not have a significant effect on passenger satisfaction. Moreover, the NCA results found that six of the eight conditions are necessary to achieve passenger satisfaction at the airport. To complement and comprehend the findings, this study also sheds light on the antecedents underlying airport passenger satisfaction in the post-COVID-19 era using NCA. © 2022 by the authors. Licensee MDPI, Basel, Switzerland.
URI: https://doi.org/10.3390/su14042151
https://hdl.handle.net/20.500.13087/2810
ISSN: 20711050
Appears in Collections:Scopus İndeksli Yayınlar Koleksiyonu

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