Analyzing the determinants influencing the customer satisfaction level of Bandaranaike International Airport services (BIA) : a quantitative approach

Abstract

This Master thesis research aims at investigating the determinants that affect passenger satisfaction in Bandaranaike International Airport Services (BIA) in Sri Lanka. Application of the SERVQUAL model as the leading analytic model. BIA is the primary international airport in Sri Lanka, and it is an important part of the tourism and economic development, but service quality issues have continued. This paper will examine the influence of five dimensions of service quality on passenger satisfaction, which include Tangibility, Reliability, Responsiveness, Assurance, and Empathy. When creating this thesis, the quantitative method of research was used, and 384 passengers took part in the study by completing questionnaires designed with the help of Google Forms that were distributed via the social media and travel agencies in Sri Lanka as structured questionnaires. To conduct the statistical analysis, which involved descriptive statistics, correlation, and multiple regression analysis against SPSS, it was necessary to examine the relationship between SERVQUAL variables.

The outcomes indicate that Reliability, Responsiveness, Assurance and Empathy have a strong positive correlation with passenger satisfaction, and, in the meantime, Tangibility does not have an influential effect on passenger satisfaction. These findings suggest that human interaction and consistency in services, rather than physical appearance have a greater impact on the process of satisfying. This research paper offers feasible solutions to transform the quality of services offered within BIA, though majorly geared towards increasing staff responsiveness and best practice of international airports to enhance competitiveness of BIA in the South Asian aviation industry.