Assessment of passenger perception of airport service quality: a case of Julius Nyerere International Airport

The study assesses passenger perception of airport service quality at Julius Nyerere International Airport. It is clear that customers are important stakeholders in organization and their satisfaction should be a priority to management. Therefore, knowing their perception and expectation will help the organization to provide best services possible and hence meet their expectation. In this study, airport passengers were targeted as the population in which there was a random selection for indicating customer satisfaction level towards airport services. The main purpose of the study was to assess passenger perception of services quality provided by the airport. The paper was a quantitative study of the airport experience. Analytical methods, Factor Analysis, Regression and ANOVA were used to analyze data. The results of the findings show that timeless, quality of staff, knowledge on customer requirements, speed of services, friendliness and ability to react to problem contribute a lot to customer satisfaction. Moreover, there were three variables of measuring Service Quality Dimension on Customer Satisfaction which were Shopping at the airport, Waiting Time and Physical environment. The results were Physical environment have significance relationship with Customer Satisfaction, Waiting time has significance relationship with Customer Satisfaction and Shopping at the airport has no significance relationship with Customer Satisfaction. In general the study findings have indicated that positive passenger perception depends much on the level of good service quality.