Factor Analysis of Passengers’ Satisfaction at “RIGA International Airport”
DOI:
https://doi.org/10.1515/eb-2015-0007Keywords:
Airport development, customer satisfaction, factor analysis, RIGA International Airport, the Baltic Sea regionAbstract
The aim of the paper is to determine complex factors influencing passengers’ satisfaction at RIGA International Airport (Latvia). Theoretical evidence was examined and factor analysis was carried out to identify the main groups of factors affecting passengers’ satisfaction at the Airport. The findings of the study show that the most important five factors affecting it are: (1) availability of telecommunications, (2) effective way finding signs, (3) cleanliness of restrooms, (4) courtesy of staff and (5) availability of staff. The results based on this study will help airport managers in the Baltic Sea region to better serve their passengers through introduction of modern technologies and improved attitudes.References
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Copyright (c) 2015 Sergejs Paramonovs, Ksenija Ijevleva (Author)
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