An ordinal logistic regression model for analysing airport passenger satisfaction

PurposeTo provide a tool for measuring air passenger satisfaction and for identifying the critical service aspects available in the terminal in order to offer services characterized by a high level of quality.Design/methodology/approachStatistical analysis of experimental data collected by customer satisfaction survey. Modelling by the logistic regression approach.FindingsExploration of a methodology useful for measuring airport service quality by taking into account the passenger’s point of view.Research limitations/implicationsA more exhaustive list of service aspects should be investigated, and particularly the check-in and check-out process, or flying services. The robustness of data should be verified and the model should be tested by using alternative and more current data sets.Practical implicationsBy using the proposed models, the level combinations among the service aspects which give a desired value of overall satisfaction can be identified, and the company managing the airport services can have some suggestions in order to improve passenger satisfaction.

Nella nota è proposto uno strumento per misurare la soddisfazione dei passeggeri sui servizi di trasporto aereo e per identificare gli aspetti critici dei servizi offerti nel terminal dell’aeroporto di Lamezia Terme (CZ), al fine di offrire servizi caratterizzati da elevati livelli di qualità. In particolare, è stato proposto un modello di regressione logistica ordinale, calibrato sulla base di dati sperimentali.