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

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dc.contributor.authorComino, Rose Alexander
dc.date.accessioned2019-10-30T12:13:29Z
dc.date.accessioned2020-01-08T09:50:57Z
dc.date.available2019-10-30T12:13:29Z
dc.date.available2020-01-08T09:50:57Z
dc.date.issued2014
dc.descriptionAvailable in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HE9787.5.T34C65)en_US
dc.description.abstractThe 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.en_US
dc.identifier.citationComino, R. A. (2014). Assessment of passenger perception of airport service quality: a case of Julius Nyerere International Airport. Master dissertation, University of Dar es Salaam.en_US
dc.identifier.urihttp://localhost:8080/xmlui/handle/123456789/5218
dc.language.isoenen_US
dc.publisherUniversity of Dar es Salaamen_US
dc.subjectAeronanticsen_US
dc.subjectcommencialen_US
dc.subjectAir transportationen_US
dc.subjectTanzaniaen_US
dc.subjectPassenger serviceen_US
dc.subjectJulius Nyerere International Airporten_US
dc.titleAssessment of passenger perception of airport service quality: a case of Julius Nyerere International Airporten_US
dc.typeThesisen_US

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