KEY DRIVERS OF OVERALL PASSENGER SATISFACTION IN AIRPORT SERVICE QUALITY (ASQ) SURVEY AT AAI MAJOR AIRPORTS.
Dr. Gopal Chand
This study investigates the principal determinants of overall passenger satisfaction at 14 major airports operated by the Airports Authority of India (AAI), using the Airport Service Quality (ASQ) survey framework developed by the Airports Council International (ACI). The ASQ survey measures 31 service quality parameters across eight thematic dimensions, with an additional 32nd parameter capturing overall satisfaction. Quarterly data for 2024 (Q1–Q4) from 14 airports were analyzed using Pearson correlation analysis to identify which parameters and thematic groups exert the strongest influence on overall satisfaction scores. The findings reveal that Staff Service Quality is the most critical determinant of overall satisfaction (r = 0.73, p < 0.001), followed by Airport Environment & Comfort (r = 0.62) and Security & Check-in Process (r = 0.58). At the individual parameter level, the courtesy and helpfulness of shopping/dining staff, airport staff in general, and health safety perceptions emerge as the top three predictors. Airports such as Goa (GOI) and Chennai (MAA) consistently achieved the highest overall satisfaction scores, while Srinagar (SXR) exhibited the most significant performance gap. These findings offer actionable, evidence-based insights for airport operators to prioritize service improvement initiatives that yield the greatest impact on passenger satisfaction. Keywords: Airport Service Quality, ASQ, ACI, Passenger Satisfaction, AAI Airports, Pearson Correlation, Service Quality Dimensions