Assessment of Passengers' Expectations on the Airport Services Quality: A Case of Julius Nyerere International Airport.

Jabir, Zauda Abdul (2025) Assessment of Passengers' Expectations on the Airport Services Quality: A Case of Julius Nyerere International Airport. Masters thesis, The Open University of Tanzania.

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Abstract

Passenger expectations and perceptions of airport service quality in Tanzania remain underexplored, despite their importance to satisfaction and industry growth. This study examined service quality at Julius Nyerere International Airport (JNIA), focusing on airline service dimensions, airport facilities, ticket pricing, and overall passenger satisfaction. A mixed-methods approach was employed with 100 purposively and randomly selected respondents. Data were collected through documentary review, interviews, focus group discussions, questionnaires, and direct observations. Qualitative findings were thematically analyzed, while quantitative data were examined descriptively using frequencies, percentages, and cross-tabulations with SPSS version 22. Results show that 84.7% of passengers’ expectations were met, 92.6% expressed satisfaction with airport facilities, and 76.9% were satisfied with pricing and charges. The study concludes that enhancing airport facilities and reducing fares can improve passenger convenience, increase air traffic at JNIA, and contribute to strengthening Tanzania’s air transport sector and economic development. Future research may further assess the performance of airport service providers. Keywords: Passengers expectations, Passenger’s Perception, Airport Service Quality.

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