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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
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    References listed on IDEAS

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    5. 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.
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    Cited by:

    1. 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.
    2. 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).
    3. 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.

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