Airport Service Quality, Satisfaction and Loyalty Membership - The case of Keflavik and Landvetter Airports

Abstract

This study is based on previous research on service quality, satisfaction, loyalty membership and the management of airports. Airport operators aim to please different passenger segments by offering revenue generating services that satisfy passengers in their wait for a flight. Traditionally passengers belong to airline loyalty programs in order to gain access to airport business lounges. The main purpose of this study is to investigate the feasibility of airports introducing their own airport loyalty program in small international airports as well as measuring satisfaction of chosen service attributes. As both Keflavik and Landvetter airports have less than 5 million passengers per year and have different passenger and flight profiles, they were chosen for this case study comparison. Interviews with airport management were conducted. A self-completion questionnaire was presented to departing international passengers at both Keflavik and Landvetter airports. The theoretical framework of this study aims to fulfil the gap in literature on airport relationships between various customer groups and the airport as well as provide a review of service quality, satisfaction and loyalty in general and for airports in particular. The results indicate that satisfaction and service quality have no affect on the interest in belonging to an airport loyalty program, rather it is past experience and travel purpose that contribute to loyalty membership in airports. This conclusion suggests that airport loyalty program is likely to appeal to business travellers who fly frequently.