Searching and measuring the passenger satisfaction at airport terminal buildings

Thesis Type: Postgraduate

Institution Of The Thesis: Gazi Üniversitesi, Fen Bilimleri Enstitüsü, Turkey

Approval Date: 2011




Air transport is one of the most preferred ways of transportation in our country. The majority of passenger traffic can be observed in Istanbul, Ankara, Izmir, Gaziantep, Adana and Trabzon airports. This condition in practice has limited reflection in scientific researches in the country, in terms of passenger satisfaction in specific; a systematic evaluation for airports has not been developed yet. Being the first study in this topic, proves the originality of the study. In the proposed study, an evaluation study (satisfaction measurement) carried out by consulting the opinions of departing domestic passengers at 7 international and national airports. Passenger satisfaction at Istanbul Sabiha Gökçen, Ankara-Esenboğa, Izmir-Adnan Menderes, Trabzon, Gaziantep and Adana Airports were measured quantitatively under two main titles (a) satisfaction from whole airport terminal (b) satisfaction at passenger waiting halls. Surveys were carried out through one by one interviews with passengers. All service processes and spaces that departing passengers live from entrance of the airport to the waiting halls compose the whole airport satisfaction. And the impressions which passenger had while percepting and using the waiting hall compose the contents of waiting hall satisfaction. Therefore terminal structures were evaluated both in functional and aesthetic context. Each terminal peformance value is appointed at 7 airport terminals around the country with the participation of 1029 passengers. 11 of 40 criterions from the scope of the survey is appointed as the affecting feature of the passenger airport satisfaction. Judgements of the study aims to help rehabilitating current terminals performance level and guide to new designs.