Proceedings of the 10th International Academic Conference, Vienna

PASSENGERS' PERCEPTION ON AIRPORT SERVICE AND QUALITY SATISFACTION

MK CHING

Abstract:

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.

Keywords: Airport, service, quality satisfaction, passengers' perception

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