The role of quality in airport services in passenger satisfaction at Aden Adde International Airport, Mogadishu, Somalia
Yükleniyor...
Dosyalar
Tarih
2024
Yazarlar
Farah, Nuh Abdulle
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Bussecon International Academy
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
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 analysis 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.
Açıklama
Anahtar Kelimeler
Airport Service Quality, Customer Satisfaction, Privatization
Kaynak
International Journal of Business Ecosystem & Strategy
WoS Q Değeri
Scopus Q Değeri
Cilt
6
Sayı
1
Künye
Farah, N. A. ve Hacıoğlu, Ü. (2024). The role of quality in airport services in passenger satisfaction at Aden Adde International Airport, Mogadishu, Somalia. International Journal of Business Ecosystem & Strategy, 6(1), 14-27. http://doi.org/10.36096/ijbes.v6i1.480
