Voice of Turkish customer: Importance of expectations and level of satisfaction at airport facilities

Abstract

Delivering high-quality service to passengers is essential for airports survival. Service quality conditions influences an airports competitive advantage by profitability. To deliver better service to passengers, airports managers needed to understand passengers' need and expectations. Passenger expectations are a key performance indicator for the operation of an airport. Passengers evaluated airports different factors: getting to the terminal; leaving the airport; check-in process; baggage claim, security check, gate areas, concessions, and immigration/customs control etc. The objectives of this study understanding importance of customer expectations and level of satisfaction perceived by customers concerning the capabilities, facilities and services of airport. Primary data were collected from passengers departing Ataturk airport in Istanbul which is the biggest airport in Turkey.