IDEAS home Printed from https://ideas.repec.org/a/vrs/ecobus/v27y2015i1p46-52n7.html
   My bibliography  Save this article

Factor Analysis of Passengers’ Satisfaction at “RIGA International Airport”

Author

Listed:
  • Paramonovs Sergejs

    (University of Latvia)

  • Ijevleva Ksenija

    (University of Latvia)

Abstract

The aim of the paper is to determine complex factors influencing passengers’ satisfaction at RIGA International Airport (Latvia). Theoretical evidence was examined and factor analysis was carried out to identify the main groups of factors affecting passengers’ satisfaction at the Airport. The findings of the study show that the most important five factors affecting it are: (1) availability of telecommunications, (2) effective way finding signs, (3) cleanliness of restrooms, (4) courtesy of staff and (5) availability of staff. The results based on this study will help airport managers in the Baltic Sea region to better serve their passengers through introduction of modern technologies and improved attitudes.

Suggested Citation

  • Paramonovs Sergejs & Ijevleva Ksenija, 2015. "Factor Analysis of Passengers’ Satisfaction at “RIGA International Airport”," Economics and Business, Sciendo, vol. 27(1), pages 46-52, August.
    • Handle: RePEc:vrs:ecobus:v:27:y:2015:i:1:p:46-52:n:7
    DOI: 10.1515/eb-2015-0007
    as

    Download full text from publisher

    File URL: https://doi.org/10.1515/eb-2015-0007
    Download Restriction: no
    File URL: https://libkey.io/10.1515/eb-2015-0007?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Arif, Mohammed & Gupta, Aman & Williams, Aled, 2013. "Customer service in the aviation industry – An exploratory analysis of UAE airports," Journal of Air Transport Management, Elsevier, vol. 32(C), pages 1-7.
    2. Correia, Anderson R. & Wirasinghe, S.C. & de Barros, Alexandre G., 2008. "Overall level of service measures for airport passenger terminals," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(2), pages 330-346, February.
    3. Aksoy, Safak & Atilgan, Eda & Akinci, Serkan, 2003. "Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint," Journal of Air Transport Management, Elsevier, vol. 9(6), pages 343-351.
    4. Chen, Ching-Fu, 2008. "Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(4), pages 709-717, May.
    5. de Barros, Alexandre G. & Somasundaraswaran, A.K. & Wirasinghe, S.C., 2007. "Evaluation of level of service for transfer passengers at airports," Journal of Air Transport Management, Elsevier, vol. 13(5), pages 293-298.
    6. Arblaster, Margaret, 2014. "The design of light-handed regulation of airports: Lessons from experience in Australia and New Zealand," Journal of Air Transport Management, Elsevier, vol. 38(C), pages 27-35.
    7. Correia, Anderson R. & Wirasinghe, S.C., 2007. "Development of level of service standards for airport facilities: Application to São Paulo International Airport," Journal of Air Transport Management, Elsevier, vol. 13(2), pages 97-103.
    8. Steven, Adams B. & Dong, Yan & Dresner, Martin, 2012. "Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 48(4), pages 743-754.
    9. Correia, Anderson Ribeiro & Wirasinghe, S.C. & de Barros, Alexandre G., 2008. "A global index for level of service evaluation at airport passenger terminals," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 44(4), pages 607-620, July.
    10. Adikariwattage, V. & de Barros, Alexandre G. & Wirasinghe, S.C. & Ruwanpura, Janaka, 2012. "Airport classification criteria based on passenger characteristics and terminal size," Journal of Air Transport Management, Elsevier, vol. 24(C), pages 36-41.
    11. Lubbe, Berendien & Douglas, Anneli & Zambellis, Julia, 2011. "An application of the airport service quality model in South Africa," Journal of Air Transport Management, Elsevier, vol. 17(4), pages 224-227.
    12. Gandomi, A. & Zolfaghari, S., 2013. "Profitability of loyalty reward programs: An analytical investigation," Omega, Elsevier, vol. 41(4), pages 797-807.
    13. De Nicola, Arianna & Gitto, Simone & Mancuso, Paolo, 2013. "Airport quality and productivity changes: A Malmquist index decomposition assessment," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 58(C), pages 67-75.
    Full references (including those not matched with items on IDEAS)

    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. 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).
    3. Phelipe Medeiros da Rocha & Helder Gomes Costa & Glauco Barbosa da Silva, 2022. "Gaps, Trends and Challenges in Assessing Quality of Service at Airport Terminals: A Systematic Review and Bibliometric Analysis," Sustainability, MDPI, vol. 14(7), pages 1-17, March.
    4. Rocha, Phelipe Medeiros da & Barros, Alexandre Pinheiro de & Silva, Glauco Barbosa da & Costa, Helder Gomes, 2016. "Analysis of the operational performance of brazilian airport terminals: A multicriteria approach with De Borda-AHP integration," Journal of Air Transport Management, Elsevier, vol. 51(C), pages 19-26.
    5. Lupo, Toni, 2015. "Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 249-259.
    6. Pantouvakis, Angelos & Renzi, Maria Francesca, 2016. "Exploring different nationality perceptions of airport service quality," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 90-98.
    7. 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.
    8. 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).
    9. Bezerra, George C.L. & Gomes, Carlos F., 2020. "Antecedents and consequences of passenger satisfaction with the airport," Journal of Air Transport Management, Elsevier, vol. 83(C).
    10. 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).
    11. Bezerra, George C.L. & Gomes, Carlos F., 2018. "Performance measurement practices in airports: Multidimensionality and utilization patterns," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 113-125.
    12. De Nicola, Arianna & Gitto, Simone & Mancuso, Paolo, 2013. "Airport quality and productivity changes: A Malmquist index decomposition assessment," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 58(C), pages 67-75.
    13. Paraschi, Elen Paraskevi & Georgopoulos, Antonios & Papatheodorou, Andreas, 2020. "Abiotic determinants of airport performance: Insights from a global survey," Transport Policy, Elsevier, vol. 85(C), pages 33-53.
    14. 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.
    15. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    16. Chen, I-Shuo, 2016. "A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: A study based on the Taiwanese airline industry," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 7-18.
    17. Trischler, Jakob & Lohmann, Gui, 2018. "Monitoring quality of service at Australian airports: A critical analysis," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 63-71.
    18. 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.
    19. Vlachos, Ilias & Lin, Zhibin, 2014. "Drivers of airline loyalty: Evidence from the business travelers in China," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 71(C), pages 1-17.
    20. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Tolon, Metehan, 2016. "A voice in the skies: Listening to airline passenger preferences," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 130-137.

    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:vrs:ecobus:v:27:y:2015:i:1:p:46-52:n:7. 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: Peter Golla (email available below). General contact details of provider: https://www.sciendo.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.