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Likert Scale Vs Perception Level.
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... Sihaloho and Syaputra (2023) that allow guests to carry out their activities or activities. Dayarathna et al (2017) mentioned any form of convenience or means provided to meet the needs of users and increase their comfort while performing certain activities are called facilities. According to Bezerra and Gomes (2020) departure terminal facilities include all facilities around an airport terminal that are designed to meet the needs and comfort of passengers before they proceed with air travel. ...
This study aims to identify, analyze, and assess the effect of waiting room service quality and departure terminal facilities on passenger satisfaction at Kualanamu International Airport, North Sumatra. This study uses a quantitative approach with associative methods. A total of 100 respondents were selected through random sampling techniques and data were collected using questionnaire instruments that include variables of waiting room service quality, departure terminal facilities, and passenger satisfaction. Data analysis was done by multiple linear regression techniques. The results of partial analysis showed that the quality of Service waiting room has a significant effect on passenger satisfaction with the value of tcount= 6.311 which is greater than Ttable=1.660 and significance of 0.000 (<0.05). Similarly, the departure terminal facilities have a significant effect with the value of t count=4.127 which is also greater than T table=1.660 and significance 0.000 (<0.05). Simultaneously, the quality of Service waiting room and departure terminal facilities significantly affect passenger satisfaction with a value of Fcount=152.284 greater than Ftable=3.09 and significance 0.000 (<0.05). Determination value of 75.3% indicates that the variable quality of service lounge and departure terminal facilities explain most of the variations in passenger satisfaction variables. This study recommends that Kualanamu airport managers improve service quality by adding seats, improving air conditioning systems and renewing entertainment facilities. Further research, it is recommended to expand the scope of variables, use qualitative methods and conduct comparisons between airports in order to broaden the outlook and develop a more comprehensive service improvement strategy.
... In other respects, from the point-of-view of airport facilities, Kankaew (2020) studied the way that architectural design affects passenger satisfaction in airport settings; Correia et al. (2008) evaluated the general service level of terminals according to user perception, as did Dayarathna et al. (2017), who measured the level of passenger satisfaction with the facilities in the departures, arrivals, and transit terminal building. ...
... In this sense, earlier works were found such as Bogicevic et al. (2013), which studies (Correia et al., 2008;Dayarathna et al., 2017;Elias and Caetano, 2015;Jiang and Zhang, 2016a;Koklic et al., 2017;Liou et al., 2011;Pantouvakis and Renzi, 2016;Prentice et al., 2019). ...
The changes that have come about at airports in recent decades in the areas of security, deregulation, and technological advances have affected both airport management and the passenger experience at airport facilities. In addition, all around the world, the airport sector has been struck by the COVID-19 pandemic during 2020 and 2021. Using a broad sample of data taken from Airport Service Quality (ASQ) surveys and robust econometric methodology, specifically, an Ordered Logit model with Principal Component Analysis, this paper seeks to cover the gap in the academic literature regarding the effect of a worldwide pandemic on passenger satisfaction at airports during the 2015-2021 period, while taking into consideration the passenger profile and journey and airport attributes. It takes as its reference a Spanish regional airport, which had been experiencing a strong expansion process prior to the pandemic. With respect to the variables linked to the passenger profile, a differential behavior is observed in satisfaction depending on nationality, motive for travel, and destination. In addition, the four facility- and airport process-related dimensions are significant, with cleanliness and comfort standing out above all others. These are even more important in a health emergency scenario such as is currently being experienced. Lastly, 2021 is shown to cause a downturn in the positive passenger satisfaction with the airport that had been observed during the first year of the pandemic. Therefore, more long-term management is required alongside the initial rapid and efficient action taken by airports, with up-to-date information for passengers to internalize the inconveniences associated with this long-drawn-out period of uncertainty.
... According to the cognitive-affective model, satisfaction is the consumer's response to the congruence between performance and comparison standards (Oliver, 1980), which were conceived of in previous literature as the key to business success in competitive landscapes (Dayarathna et al., 2017;George, 2013;Too, 2010). A cognitive-affective view in the literature proposes that satisfaction is influenced by an individual's cognitive judgments of the consumption experience (Mano and Oliver, 1993;Oliver, 1993). ...
The aim of this study is to evaluate the service quality of the five busiest airports in Europe, namely Istanbul Airport, London Heathrow Airport, Paris Charles De Gaulle Airport, Amsterdam Schiphol Airport, and Madrid Barajas, based on data from Skytrax, which ranks the quality of airlines and airports. These ratings consider a range of criteria, including terminal seating, terminal cleanliness, terminal signs, queuing times, food and beverage, Wi-Fi connectivity, airport shopping, and airport staff. Additionally, overall satisfaction ratings for these services are also included. This study examines the impact of these criteria on overall customer satisfaction using multiple regression analysis. A total of 511 airport ratings collected between January 1, 2019, and May 1, 2024, were used for the analysis, which was conducted using Jamovi. The results show that airport staff and queuing times are the most influential factors on total passenger satisfaction, while terminal cleanliness, terminal signs, and Wi-Fi connectivity do not have a significant impact on customer satisfaction.
