Key drivers of passengers' overall satisfaction at klia2 terminal

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

“…The foregoing importance of airport service quality has received increasing attention from scholars. In this context, a plethora of research has frequently discussed airport service quality attributes and their pivotal role in customer satisfaction [3,[7][8][9]. In doing so, scholars mainly used traditional methods, such as regression analysis or structural equation modeling (SEM), to quantify these complex relationships [6,9].…”

Has passenger satisfaction at airports changed with the onset of COVID-19? The case of Seville Airport (Spain)

“…The academic literature has used different methodologies to measure service quality at airports depending on the type of customer satisfaction data collected and the measurement scale adopted to capture their judgments. By way of example: structural equation models ( Prentice and Kadan, 2019 ); the Minimum Partial Least Squares method ( Isa et al, 2020 ), and the Rasch Modeling Technique ( Pantouvakis and Renzi, 2016 ) have all been used.…”

“… Bellizzi et al (2018) also investigated visualization and signage as well as the cleanliness and comfort of the terminal, and Kankaew (2020) emphasized the cleanliness of the terminal in general and, more specifically, the cleanliness of the restrooms. Other authors can also be cited, such as Isa et al (2020) , who analyzed several dimensions such as facilities, check-in, and security and Fakfare et al (2021) , who established several attributes as significant: airport signage and design, flight information screens or security.…”

“…Another study that carried out a similar analysis was Bogicevic et al (2013) , which distinguished the key factors for passenger satisfaction in the airport context via the airport service quality attributes most often mentioned by passengers in comments published on an airport evaluation website. Isa et al (2020) concluded that a positive significant relationship existed between some of the airport service quality dimensions and general passenger satisfaction. Similarly, Pandey (2016) showed that service quality at the airports under study was satisfactory, although some areas required improvement.…”

“…Passengers' perceptions of airport service attributes can be analyzed using data from airport review websites such as Skytrax ( Bogicevic et al, 2013 ; Merkert and Assaf, 2015 ) or through a quantitative survey given to passengers during their passage through the airport. One example of the latter is the Airports Council International's (ACI) Airport Service Quality (ASQ) surveys ( Isa et al, 2020 ), which will be used in this study. ACI ASQ surveys are currently carried out at 386 airports worldwide and over 75% of the 100 top airports in the world are ASQ survey members ( ACI, 2022 ).…”