Operational Risk and its Influence on Passenger Satisfaction in Airport Services

Alli Noah

EN TR

Operational Risk and its Influence on Passenger Satisfaction in Airport Services

Abstract

This study investigates the influence of operational risks on passenger satisfaction using Muritala Muhammed International Airport (MMIA), Lagos, Nigeria, using structural equation modeling (SEM). Key operational risks examined include security delays, baggage issues, facility problems, staff shortages, and operational delays. Data were collected from 384 passengers through a structured questionnaire, yielding high reliability (Cronbach’s alpha > 0.7) and validity (AVE > 0.5, CR > 0.7). Results reveal a significant negative relationship between operational risks and passenger satisfaction (β = -0.731, t = -17.40, p < 0.001), with operational risks explaining 53.4% of the variance in satisfaction (R² = 0.534). Security delays (r = -0.64, p < 0.01) and operational delays (r = -0.66, p < 0.01) were identified as the most impactful dimensions, significantly reducing satisfaction, willingness to return, and recommendation likelihood. The model demonstrated robust fit indices (CFI = 0.957, RMSEA = 0.048, SRMR = 0.039), affirming its explanatory power. These findings highlight the need for enhanced operational risk management strategies, including advanced technologies, infrastructure upgrades, and stakeholder collaboration, to mitigate disruptions and enhance passenger experiences. This research underscores the critical role of operational efficiency in sustaining passenger satisfaction and competitiveness in the aviation industry, offering actionable insights for airport operators and policymakers globally.

Keywords

Operational Risks , Passenger Satisfaction , Airport Services , Security Delays , Baggage Issues

Havaalanı Hizmetlerinde Operasyonel Risk ve Yolcu Memnuniyetine Etkisi

Öz

Bu çalışma, yapısal eşitlik modellemesi (SEM) kullanarak, Nijerya, Lagos'taki Muritala Muhammed Uluslararası Havalimanı'nda (MMIA) operasyonel risklerin yolcu memnuniyeti üzerindeki etkisini araştırmaktadır. İncelenen temel operasyonel riskler arasında güvenlik gecikmeleri, bagaj sorunları, tesis sorunları, personel eksikliği ve operasyonel gecikmeler yer almaktadır. Veriler, yapılandırılmış bir anket aracılığıyla 384 yolcudan toplanarak yüksek güvenilirlik (Cronbach'ın alfa > 0,7) ve geçerlilik (AVE > 0,5, CR > 0,7) elde edilmiştir. Sonuçlar, operasyonel riskler ve yolcu memnuniyeti arasında önemli bir negatif ilişki olduğunu ortaya koymaktadır (β = -0,731, t = -17,40, p < 0,001), operasyonel riskler memnuniyetteki varyansın %53,4'ünü açıklamaktadır (R² = 0,534). Güvenlik gecikmeleri (r = -0,64, p < 0,01) ve operasyonel gecikmeler (r = -0,66, p < 0,01) en etkili boyutlar olarak belirlenmiştir. Bu iki faktörün yolcu memnuniyeti, geri dönme isteği ve tavsiye olasılığını önemli ölçüde azalttığı ortaya konmuştur. Model, açıklayıcı gücünü teyit eden sağlam uyum endeksleri (CFI = 0,957, RMSEA = 0,048, SRMR = 0,039) göstermiştir. Bu bulgular, kesintileri azaltmak ve yolcu deneyimlerini geliştirmek için gelişmiş teknolojiler, altyapı yükseltmeleri ve paydaş iş birliği dâhil olmak üzere geliştirilmiş operasyonel risk yönetimi stratejilerine olan ihtiyacı vurgulamaktadır. Bu araştırma, havacılık sektöründe yolcu memnuniyetini ve rekabet gücünü sürdürmede operasyonel verimliliğin kritik rolünü vurgulayarak, küresel çapta havalimanı operatörleri ve politika yapıcılar için eyleme geçirilebilir içgörüler sunmaktadır.

Anahtar Kelimeler

Operasyonel Riskler , Yolcu Memnuniyeti , Havalimanı Hizmetleri , Güvenlik Gecikmeleri , Bagaj Sorunları , Tesis Sorunları , Personel Eksikliği , Operasyonel Gecikmeler

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Details

Primary Language

English

Subjects

Air Transportation and Freight Services

Journal Section

Research Article

Authors

Alli Noah
0000-0002-8311-9634
Nigeria

Publication Date

April 30, 2025

Submission Date

December 10, 2024

Acceptance Date

March 17, 2025

Published in Issue

Year 2025 Volume: 2 Number: 1

IZ

https://izlik.org/JA82CS82ZE

APA

Noah, A. (2025). Operational Risk and its Influence on Passenger Satisfaction in Airport Services. Ege Üniversitesi Ulaştırma Yönetimi Araştırmaları Dergisi, 2(1), 1-29. https://izlik.org/JA82CS82ZE

Operational Risk and its Influence on Passenger Satisfaction in Airport Services

Abstract

Keywords

Havaalanı Hizmetlerinde Operasyonel Risk ve Yolcu Memnuniyetine Etkisi

Öz

Anahtar Kelimeler

References

Details

Primary Language

Subjects

Journal Section

Authors

Publication Date

Submission Date

Acceptance Date

Published in Issue

IZ

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