Decoding the Airport Experience: A Multi-Dimensional Assessment of Airport Service Quality Through Passenger Reviews

Authors : Itir Ceren Morcote Santos

Pages : 59-70

Doi:10.54439/gupayad.1741143

View : 58 | Download : 55

Publication Date : 2025-07-30

Article Type : Research Paper

Abstract :Purpose: This study aims to identify the main factors behind passenger dissatisfaction at Türkiye’s five busiest airports, despite their modern infrastructure. By analyzing traveler complaints, it explores which service quality dimensions most affect perceptions of airports and destinations. Material and Method: This study employed a qualitative approach using content analysis. Consumer reviews posted between January 2023 and July 2025 were collected from airlinequality.com. A total of 436 complaints were analyzed and categorized based on airport service quality dimensions. Findings: Service-related issues, especially high prices for food and amenities, were the most frequent complaints. Many passengers also criticized the airport staff. Common issues included lack of courtesy and unhelpfulness. Finally, layout problems, particularly the vast size of Istanbul Airport, contributed to negative experiences. Conclusion: The findings demonstrate that both tangible factors (e.g., terminal layout, amenities) and intangible factors (e.g., staff attitudes, communication) significantly impact perceived airport service quality. To enhance competitiveness and strengthen destination branding, airport managers should prioritize improvements in wayfinding clarity, staff training, and the availability of affordable, comfortable facilities. Addressing these areas proactively can foster greater passenger satisfaction.
Keywords : Hizmet pazarlaması, havalimanı hizmet kalitesi, tüketici şikayetleri, tüketici davranışları.

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