Passengers’ perception on airport service and quality satisfaction  

Oleh:

Ming-Kei, Ching

Jenis: Article from Proceeding
Dalam koleksi: SIBR-Thammasat 2014 Conference on Interdisciplinary Business & Economics Research June 5th- 7th, 2014 di Emerald Hotel Bangkok, page 1-10.
Topik: Airport; Services; Quality Satisfaction
Fulltext: b14-187.pdf (280.71KB)

Isi artikel

This study aims to investigate passengers’ expected and perceived service and quality satisfaction of the Hong Kong International Airport (HKIA) as the overall quality perceived would affect the number of future travelers to Hong Kong. After determining a list of known factors affecting airport service quality, passengers’ satisfaction survey was carried out at the main entrances and exits of the HKIA. Based on the collected data, a passenger satisfaction rating was compiled reflecting the users’ perceived level of satisfaction of the HKIA. Apart from identifying the most important factors on airport service quality, it was also shown that there was significant difference in rating importance by different demographic factor.

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