Factor Analysis of Passengers’ Satisfaction at “RIGA International Airport”

• Authors: Sergejs Paramonovs , Ksenija Ijevleva
• Languages of publication: EN

Abstracts

EN

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.

Keywords

EN

Airport development; customer satisfaction; factor analysis; RIGA International Airport; the Baltic Sea region

• Publisher: Sciendo
• Journal: Economics and Business
• Year: 2015
• Volume: 27
• Issue: 1
• Pages: 46-52

Dates

published

2015-08-01

online

2015-11-05

Contributors

author

Sergejs Paramonovs

• University of Latvia

author

Ksenija Ijevleva

• University of Latvia

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Identifiers

DOI

10.1515/eb-2015-0007