The Relationship Between Airport Service Performance and International Tourists' Satisfaction

Mwageni, Denis (2024) The Relationship Between Airport Service Performance and International Tourists' Satisfaction. Doctoral thesis, The Open University of Tanzania.

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Abstract

This study assessed the relationship between airport service performance and international tourists' satisfaction in selected airports in Tanzania. Reports of substandard service performance at international airports in the country triggered this study. The expectancy disconfirmation theory missed airport service performance indicators; hence, borrowing indicators from the airport model was inevitable. The four main airport domains-imposed fragmentation of perceived service performance in theory into four sole constructs of which the existing literature is missing. A stratified sampling technique was employed with a sample size of 420. A closed-ended questionnaire was adopted for data collection. Data were analyzed using PLS-SEM with the help of SmartPLS 3 software and SPSS IBM Statistics (Version 21). The study showed that arrival processing, departure processing, and departure non-processing domains have positive path coefficients with direct and significant relationships toward international tourists' satisfaction. The arrival non-processing domains revealed a negative path coefficient and insignificant direct relationship with international tourists' satisfaction. The study proposes a model that fits the context of Tanzania's international airports in assessing international tourists' satisfaction. The study recommends that indicators from the construct with direct and positive relationship toward international tourists’ satisfaction be treated as a primary factor while indicators for the domain with indirect relationship be treated as secondary factors without undermining its quality. Keywords: Check-in; Disembarkation; Arrival immigration; Baggage claim; Arrival security screening; Arrival airport facilities; Arrival retail area.

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