Researching the Satisfaction Levels of Passengers for Security Services at Airports

Nuriye Gures, Harun Yilmaz, Seda Arslan, Cemal Durmuscelebi, Cevher Yuksel and Haci Haydar Unsal

International Journal of Marketing Studies, 2017, vol. 9, issue 5, 125-134

Abstract: The rapid development in international trade has directly affected the air transport industry. Therefore, the number of passengers and the amount of cargo carried are increasing every year. Especially for long distance travels, passengers tend to prefer air transport. So, effective security applications at airports such as security processes, the competence of the technology used and security staff are extremely important. At the same time, having good performance of security systems may also affect the passengers¡¯ satisfaction. In this study, the effect of security practices at airports on passengers¡¯ satisfaction was investigated. Within the scope of the study, 536 questionnaires were applied both face to face and online to the passengers using Turkish airports. The data were tested using T-Test, ANOVA and Regression analysis. According to the analysis results, it has been found out that there is a meaningful relationship between the evaluations of the passengers towards security services at the airports and their satisfaction level. Also, evaluations of the passengers towards security services at the airports and their satisfaction level differ according to the flight frequency. Finally, some suggestions have been made to the sector administrators related to the security practices at airports in order to increase the passengers¡¯ satisfaction level.

Keywords: Turkish aviation industry; airport security; passenger satisfaction (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:ibn:ijmsjn:v:9:y:2017:i:5:p:125-134

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