Passengers’ expectations of airport service quality : an insight into Malta International Airport

Abstract

The nature of businesses within the tourism industry is always closely associated with service quality and customer satisfaction. This research focuses primarily on assessing the level of service quality at Malta International Airport (MIA). Passengers’ perceived importance of a number of airport amenities is compared to the satisfaction rating of passengers themselves. The study aims at identifying any deficiencies in facilities and services which can be useful to the airport’s management.

The objectives of the study were achieved through a quantitative questionnaire conducted with 250 respondents, all of whom are departing passengers. The study identified that regardless of the fact that all airport amenities rated higher in importance than in satisfaction, the majority of passengers still consider recommending MIA to their friends and families. Nonetheless, airport management should heavily invest in areas in which huge quality gaps are identified, such as availability and comfort of airport seating, cleanliness of toilets and waiting time at baggage reclaim. The outcome of the study is useful in providing direction towards sustaining and improving whatever associated dimensions, in order to enhance the airport’s amenities, as well as the destination image as a whole, keeping in mind that MIA is the main gateway to the Maltese Islands.