A Correlation Analysis of Service Parameters Driving Passenger Satisfaction Across 16 AAI Airports
Akshay Kumar
This study examines Airport Service Quality (ASQ) and its impact on overall passenger satisfaction at 16 major airports. Using data collected through the Airport Council International (ACI) ASQ survey, the research analyzes 32 service quality parameters, including check-in, security, cleanliness, staff behavior, and terminal facilities. Pearson’s correlation coefficient is used to identify the relationship between each service quality parameter and overall passenger satisfaction. The findings help identify the key factors influencing passenger experience and provide recommendations for improving airport service quality and customer satisfaction