Comparing Passenger Satisfaction, Employees’ Perspective and Performance on Quality and Safety Indicators: A Field Study

Luca D’Alonzo, Maria Chiara Leva and Edgardo Bucciarelli
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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

Sustainability, 2021, vol. 13, issue 10, 1-25

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.

Keywords: airport service quality; passenger’s overall satisfaction; field study; ordinal logistic regression (OLR); employees’ perception; performance on quality and safety indicators (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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