How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

Mahmut Bakır, Şahap Akan, Emircan Özdemir, Phi-Hung Nguyen, Jung-Fa Tsai and Hong-Anh Pham
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Mahmut Bakır: School of Civil Aviation, Ballıca Campus, Samsun University, Samsun 55420, Turkey
Şahap Akan: Graduate School of Social Sciences, Yunus Emre Campus, Anadolu University, Eskişehir 26210, Turkey
Emircan Özdemir: Faculty of Aeronautics and Astronautics, Iki Eylül Campus, Eskişehir Technical University, Eskişehir 26555, Turkey
Phi-Hung Nguyen: Faculty of Business, FPT University, Hanoi 100000, Vietnam
Jung-Fa Tsai: Department of Business Management, National Taipei University of Technology, Taipei 10608, Taiwan
Hong-Anh Pham: Faculty of Business, FPT University, Hanoi 100000, Vietnam

Sustainability, 2022, vol. 14, issue 4, 1-20

Abstract: Delivering high-quality service to passengers can be critical for an airport’s survival, competitiveness, profitability, and long-term growth in a highly competitive environment. The present study aims to examine the relationship between airport service attributes and passenger satisfaction. To this end, we conducted multi-method research consisting of symmetric (multiple regression analysis—MRA) and asymmetric (necessary condition analysis—NCA) approaches. The research data consists of 1463 valid online reviews ( n = 1463) of the top 50 busiest airports in Europe retrieved from Skytrax. The MRA was employed to examine the net effect of the eight airport service attributes on passenger satisfaction, while the NCA was used to explore the necessary conditions and level of necessity to achieve passenger satisfaction. Using MRA, the findings reveal that airport staff is the most influential predictor of passenger satisfaction, whereas airport shopping and airport Wi-Fi connectivity do not have a significant effect on passenger satisfaction. Moreover, the NCA results found that six of the eight conditions are necessary to achieve passenger satisfaction at the airport. To complement and comprehend the findings, this study also sheds light on the antecedents underlying airport passenger satisfaction in the post-COVID-19 era using NCA.

Keywords: airport service quality; passenger satisfaction; online reviews; Skytrax; necessary condition analysis; multiple regression analysis (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

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