Airport Service Quality and Passengers Satisfaction

Abstract

The purpose of this study was to measure the service quality at Khartoum international airport by using Fodness and Murray’s (2007: 492-506) methodology for measuring service quality with focus on passenger perceived service quality. The study focused on Sudanese and Foreigner passengers at Khartoum International Airport, and considered the influence of demographics by focusing on purpose of travel, trip orientation, and frequency of travel. This study was developed to provide insights into the process of service quality measurement at Khartoum International Airport.. In this study the researcher used quantitative method to test an objective approach to measure passengers’ perception and satisfaction of airport service quality at Khartoum International Airport, Sudan. Questionnaire collected from 100 passengers who has traveled by departure and arrival at Khartoum International Airport. The results of factor analysis identified three factors: 1) Function or Services cape, 2) Interaction or Personnel and Passengers’ Relationship, and 3) Services or Diversion of services. The findings of this study indicated that the passengers’ satisfaction perceptions of the airport service quality has positive influence on overall passenger satisfaction. In comparing the perception of airport service quality attributes and passengers’ demographic profiles (purpose of travel, trip orientation, and frequency of travel) among Sudanese and foreigner passengers, the results showed that there is no significant difference in airport service quality attributes among Sudanese and foreigner passengers.