The Impact of Airport Service Quality on Passenger Satisfaction at the Hong Kong International Airport

Purpose – This research aims to ascertain the attributes of airport service quality from the perspectives of airport passengers and to examine the impact of airport service quality on passenger satisfaction by conducting research on Hong Kong International Airport. Methodology – An exploratory sequential approach was adopted in the research methodology. In the first phase, qualitative data was collected through interviews with experts from airport management and aviation related organisations. In the second phase, the phenomena discovered from the qualitative findings were further explored quantitatively by conducted a survey targeted at passengers of Hong Kong International Airport. Findings – The research findings reveal that airport service quality has three major dimensions, namely function, communication, and diversion. Each of these dimensions positively influences airport service quality, which then positively correlates with passenger satisfaction. Research significance – Given the increasing importance of passenger orientation in modern airports, finding an effective way to understand the attributes of airport service quality and the relationship with passenger satisfaction could put the airport in an advantageous position in today’s competitive industry landscape. Research implications – This research contributes to the management of airport operations by enabling a structured analysis of the composition of service quality using a passenger-centric approach. This would allow airport management to optimise resource allocation and prioritise business initiatives