Air travelers’ satisfaction with security screening

X. N. Iraki and Simon Peter Njoroge

A chapter in Conference Proceedings 2018, 2019, pp 162-185 from Universities Entrepreneurship and Enterprise Development in Africa International Conference

Abstract: The aim of the descriptive study is to gain an understanding of the perceived level of fairness in their experience of security screening relation to their satisfaction. The context of the study was a major aviation hub in East Africa. The target population was all departing international passengers. Primary data was collected using a self-administered questionnaire. The respondents were selected using convenience sampling of passengers who had just completed the final security check at the departure area of the airport. A total of 251 usable responses were collected from a target of 384 respondents giving a response rate of 65 percent. The findings contribute to the existing body of knowledge on the relationship between the perceptions of fairness of security procedures and their influence on satisfaction. One way between groups analysis of variance (ANOVA) was conducted to test for statistical significance. A Cronbach’s alpha of 88.7 was computed demonstrating a high level of internal consistency of the survey instrument. The adequacy of security procedures, level of communication provided before and during the screening process, consistency and fairness were found to have a significant relationship to the level of satisfaction reported by passengers. The findings suggest that there are significant differences between groups’ perception of different elements security procedures. The implications of the study are twofold. The study was cross sectional and indeed was impacted by significant changes in security procedures at the airport at the time of the study. A longitudinal survey may further mitigate the impact of the variances of responses and support a robust contribution to the development of a theoretical model of airport passenger satisfaction. Airport managers could use the results of this study as inputs to enhance the design of screening procedures in modern hubs to enhance the passenger experience to drive revenue growth. Published In: Bode, Freitag (Eds.): Universities, Entrepreneurship and Enterprise Development in Africa - Conference Proceedings 2018. Sankt Augustin, Germany, 13-14 September 2018

JEL-codes: M21 (search for similar items in EconPapers)
Date: 2019
ISBN: 978-3-96043-071-1
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Persistent link: https://EconPapers.repec.org/RePEc:sau:ueedcc:07:162-185

DOI: 10.18418/978-3-96043-071-1_162

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