Towards achieving higher level of customer satisfaction at the Malta International Airport

Abstract

Delivering excellent customer experience is the top priority of any airport of any size or business. This study focuses on the overall customer satisfaction at Malta International Airport (MIA). Through questionnaires, the study compared passengers’ expectations of any airport and rated customer satisfaction at MIA. Through in-depth interviews with passengers and different managers, common concerns and issues were evaluated discussed and compared. The questionnaires were distributed to all airport customers: those that are travelling or arriving and those that are using airports’ facilities/amenities such as dining, shopping or errands. The results indicate that even though MIA is performing well in some areas, there is still room for improvements mainly in airport processes such as waiting time at check-in, security screening and baggage, cleanliness of restrooms and the overall high level of security provided by MIA. Since MIA is the main source of access to the Maltese Islands, this study is very beneficial in providing an understanding which areas MIA should target and consider the recommendations section for improving MIA’s facilities/services.