An evaluation of passenger satisfaction on service quality delivered at an airport in Namibia: A quality perspective approach

Passenger expectations keep on changing and especially now with the advances of the internet, airports must brace themselves in delighting the passenger for survival and profitability. This paper seeks to investigate and contribute to the existing body of knowledge on customers’ perceptions of the quality of services offered by an airport in Namibia. The study utilizes a quantitative design involving the use of a modified version of the SERVQUAL measurement instrument. A total of 141 passengers were selected using the systematic random sampling technique, completed the questionnaire after consultation.

The evidence revealed from a factor analysis points to the fact that customers are concerned about very specific aspects of service quality relating to reliability, assurance and responsiveness. The implications of this study are that Customer Relationship Marketing (CRM) is a prerequisite to success. Management and staff should thus focus on passenger satisfaction, modifying aspects of their service delivery to minimize behaviours leading to dissatisfaction and providing training to continuously meet or exceed passenger's expectations needs to attain a profound service delivery at the airport. The findings of this study are expected to assist airline management, government and regulating authorities in evaluating and improving the levels of existing services being offered to airline passengers. In this paper customer and passenger is used interchangeably.