Havaalanı Hizmetlerinde Operasyonel Risk ve Yolcu Memnuniyetine Etkisi

Yıl 2025, Cilt: 2 Sayı: 1, 1 - 29, 30.04.2025

Alli Noah

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

Operational Risk and its Influence on Passenger Satisfaction in Airport Services

Öz

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.

Anahtar Kelimeler

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

Kaynakça

• Al-Saad, S., Ababneh, A., & Alazaizeh, M. (2019). The influence of airport security procedures on the intention to re-travel. European Journal of Tourism Research, 23, 127-141.
• Alsharari, N. M. (2024). The impact of low-cost carriers on high-quality producers in the aviation industry: cost-benefit analysis. Journal of Money and Business.
• Amiri, M. A., & Kusakci, A. O. (2024). A Scoping Review of Artificial Intelligence Applications in Airports. Comput. Res. Prog. Appl. Sci. Eng. Trans. Ind. Eng, 10, 2900.
• Anand, S., & Rajaram, R. (2016). Ergonomics in airport baggage reclaim. Indian Journal of Science and Technology, 9(11), 1-5.
• Bakır, M., Akan, Ş., Özdemir, E., Nguyen, P. H., Tsai, J. F., & Pham, H. A. (2022). How to achieve passenger satisfaction in the airport? Findings from regression analysis and necessary condition analysis approaches through online airport reviews. Sustainability, 14(4), 2151.
• Bakır, M., Akan, Ş., Özdemir, E., Nguyen, P. H., Tsai, J. F., & Pham, H. A. (2022). How to achieve passenger satisfaction in the airport? Findings from regression analysis and necessary condition analysis approaches through online airport reviews. Sustainability, 14(4), 2151.
• Basel, I. I. (2004). International convergence of capital measurement and capital standards: a revised framework basle committee on banking supervision. URL: http://www. bis. org/publ/bcbs, 107.
• Ben, S. O. (2019). Factor Analysis of Passengers’ Satisfaction in Nigerian Airports. American International Journal of Social Science Research, 4(2), 9-13.
• Bentler, P. M., & Bonett, D. G. (1980). Significance tests and goodness of fit in the analysis of covariance structures. Psychological bulletin, 88(3), 588.
• Bezerra, G. C., & Gomes, C. F. (2015). The effects of service quality dimensions and passenger characteristics on passenger's overall satisfaction with an airport. Journal of Air Transport Management, 44, 77-81.
• Bezerra, G. C., & Gomes, C. F. (2016). Performance measurement in airport settings: a systematic literature review. Benchmarking: An International Journal, 23(4), 1027-1050.
• Blancaflor, E. B., Pulgar, J. R. B., Chan, J. R. S., & Ly, M. M. B. (2024, July). BMAT (Baggage Management Against Theft): An Automated Baggage Management System Using IoT Sensors with QR Code Verification Against Theft. In Proceedings of the 2024 6th Blockchain and Internet of Things Conference (pp. 1-8).
• Bock, S., Forsyth, P., Niemeier, H. M., & Mantin, B. (2019). and the level playing field: Should chapter 11 be considered as a subsidy?. Journal of Air Transport Management, 74, 39-46.
• Bogicevic, V., Yang, W., Bilgihan, A., & Bujisic, M. (2013). Airport service quality drivers of passenger satisfaction. Tourism Review, 68(4), 3-18.
• Browne, M. W., & Cudeck, R. (1993). Alternative ways of assessing model fit. In K. A. Bollen and J. S. Long (Eds.), Testing structural equation models (pp. 136-162). Newbury Park, CA: Sage.
• Byrne, B. M. (2016). Adaptation of assessment scales in cross-national research: Issues, guidelines, and caveats. International Perspectives in Psychology, 5(1), 51-65.
• Chen, X., & Sun, X. (2024, August). Analysis of the impact of disruptions on the multiple airport regions. In First Aerospace Frontiers Conference (AFC 2024) (Vol. 13218, pp. 210-218). SPIE.
• Cheung, G. W., & Rensvold, R. B. (2002). Evaluating goodness-of-fit indexes for testing measurement invariance. Structural equation modeling, 9(2), 233-255.
• Chin, W. W. (1998). Commentary: Issues and opinion on structural equation modeling. MIS quarterly, vii-xvi.
• Cohen, S. (1988). Perceived stress in a probability sample of the United States.
• Ćurčić, N., & Grubor, A. (2023). NIŠ AIRPORT SERVICE QUALITY AND PASSENGER SATISFACTION. International Journal for Quality Research, 17(4).
• De Neufville, R. (2020). Airport systems planning, design, and management. In Air Transport Management (pp. 79-96). Routledge.
• Dimitriou, D. J. (2018). Comparative evaluation of airports productivity towards tourism development. Cogent Business & Management, 5(1), 1464378.
• Dini, L., Schulke, A., & Klingenberg, C. (2023). Digital transformation: An analysis of the current state within Europe’s top five digital airports. Journal of Airport Management, 17(4), 429-442.
• European Commission. (2020). Annual Report on Delays and Costs in the European Aviation Industry. Retrieved from https://www.ec.europa.eu
• Falk, R. F., & Miller, N. B. (1992). A primer for soft modeling. University of Akron Press.
• Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169-180.
• Ferreira, D., Baltazar, M. E., & Santos, L. (2024). Developing a Comprehensive Framework for Assessing Airport Sustainability.
• Fodness, D., & Murray, B. (2007). Passengers’ expectations of airport service quality. Journal of Services Marketing, 21(7), 492–506. https://doi.org/10.1108/08876040710824852
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
• Freathy, P., & O’Connell, F. (2012). Spending time, spending money: Passenger segmentation in an international airport. The International Review of Retail, Distribution and Consumer Research, 22(4), 397-416.
• Gillen, D. (2011). The evolution of airport ownership and governance. Journal of Air Transport Management, 17(1), 3-13.
• Graham, A. (2023). Managing airports: An international perspective. Routledge.
• Guimarães, M. C. (2024). Competition and regulation in the airport sector: the emergence of a pro-competitive regulatory approach in Brazil.
• Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European business review, 31(1), 2-24.
• Halpern, N., & Graham, A. (2021). Airport marketing. Routledge.
• Halpern, N., & Mwesiumo, D. (2021). Airport service quality and passenger satisfaction: The impact of service failure on the likelihood of promoting an airport online. Research in Transportation Business & Management, 41, 100667.
• Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43, 115-135.
• Hernandez, G. J., Bungcasan, J. J., Sardido, N. A., & Gueco, I. (2023). Customer Satisfaction on Service Quality of Theme Park X: An Experimental Study. Quantum Journal of Social Sciences and Humanities, 4(4), 204-216.
• Hoffman, D. G. (2002). Managing operational risk: 20 firmwide best practice strategies (Vol. 109). John Wiley & Sons.
• Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural equation modeling: a multidisciplinary journal, 6(1), 1-55.
• ICAO (2021). Global Aviation Safety Plan 2021-2023. International Civil Aviation Organization. Access from https://www.icao.int/safety/Documents/ICAO%20Safety%20Report%202021%20Edition.pdf on 17th September, 2024.
• International Air Transport Association (IATA). (2021). Economic Per formance of the Airline Industry. Retrieved from https://www.iata.org/en/iata-repository/publications/economic-reports/airline-industry-economic-performance---october-2021---report/
• International Air Transport Association (IATA). (2022). Industry Makes Progress to Reduce Baggage Mishandling, New Survey Reveals. Retrieved from https://www.iata.org/en/pressroom/2024-releases/2024-05-09-01/
• International Civil Aviation Organization (ICAO). (2018). Implementation Support , Human Resources Development. Montreal, Canada: ICAO. Retreieved from https://www.icao.int/annual-report-2018/Pages/implementation-support-human-resources-development-training.aspx
• International Civil Aviation Organization (ICAO). (2021). Manual on baggage handling systems and risk mitigation. Montreal, Canada: ICAO Publications. Janić, M. (2022). Analysis and modelling of airport resilience, robustness, and vulnerability: impact of COVID-19 pandemic disease. The Aeronautical Journal, 126(1305), 1924-1953.
• Kleshko, I. I., Tynchenko, V. S., Kukartseva, S. V., Solovyova, T. V., & Nizameeva, A. V. (2024). Automated baggage screening and logistics system for enhanced airport efficiency. In E3S Web of Conferences (Vol. 592, p. 07003). EDP Sciences.
• Kline, R. B. (2023). Principles and practice of structural equation modeling. Guilford publications.
• Lahna, T. (2023). The use of BIM for the management of predictive maintenance in airport infrastructure (Doctoral dissertation, Institut National Polytechnique de Toulouse-INPT).
• Lahna, T., Foguem, B. K., & Abanda, F. H. (2023). What Damages Are the Most Frequent in Airport Infrastructure?. Academic Platform Journal of Natural Hazards and Disaster Management, 4(1), 34-48.
• Lenior, O. N. M. (2012). Airport baggage handling–where do human factors fit in the challenges that airports put on a baggage system?. Work, 41(Supplement 1), 5899-5904.
• Leppäjärvi, P. (2024). Airline Resilience in the Dual Crisis-Case Finnair: Strategic Adaptations in Finnair's East Asia Operations During the COVID-19 and the Russia-Ukraine War.
• Leveson, N. G. (2016). Engineering a safer world: Systems thinking applied to safety (p. 560). The MIT Press..
• Li, T., Yang, W., Zhang, H., & Cao, X. (2016). Evaluating the impact of transport investment on the efficiency of regional integrated transport systems in China. Transport Policy, 45, 66-76.
• Lu, X., Tang, Y., Sun, Z., Xie, B., Chen, H., & Wei, Q. (2024, July). Forecast and Analysis of Passenger Flow of Airport Comprehensive Transportation Hub. In 2024 International Conference on Energy and Electrical Engineering (EEE) (pp. 1-4). IEEE.
• MacCallum, R. C., Browne, M. W., & Sugawara, H. M. (1996). Power Analysis and Determination of Sample Size for Covariance Structure Modeling. Psychological Methods, 1, 130-149.
• Maurino, D. E., Reason, J., Johnston, N., & Lee, R. B. (2017). Beyond aviation human factors: Safety in high technology systems. Routledge.
• Morris, M. B., Wiedbusch, M. D., & Gunzelmann, G. (2018). Fatigue incident antecedents, consequences, and aviation operational risk management resources. Aerospace medicine and human performance, 89(8), 708-716.
• Nunnally, J.C. and Bernstein, I.H. (1994) The Assessment of Reliability. Psychometric Theory, 3, 248-292.
• Paradisi, M. (2023, November). Proactive and Predictive Risk Management in Aviation Safety: a corporate strategic approach. In 2023 IEEE International Workshop on Technologies for Defense and Security (TechDefense) (pp. 34-39). IEEE.
• Paraschi, E. P., Georgopoulos, A., & Papanikou, M. (2022). Safety and security implications of crisis-driven austerity HRM practices in commercial aviation: A structural equation modelling approach. Safety science, 147, 105570.
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
• Pik, E. (2024). Airport security: the impact of AI on safety, efficiency, and the passenger experience. Journal of Transportation Security, 17(1), 9.
• Pitchforth, J., Wu, P., Fookes, C., & Mengersen, K. (2015). Processing passengers efficiently: An analysis of airport processing times for international passengers. Journal of Air Transport Management, 49, 35-45.
• Putnick, D. L., & Bornstein, M. H. (2016). Measurement invariance conventions and reporting: The state of the art and future directions for psychological research. Developmental review, 41, 71-90.
• Ringle, C. M., Sarstedt, M., & Straub, D. W. (2012). A critical look at the use of PLS-SEM in MIS quarterly. MIS Quarterly, 36(1), iii–xiv.
• Rodríguez-Sanz, Á., Cano, J., & Rubio Fernandez, B. (2022). Impact of weather conditions on airport arrival delay and throughput. Aircraft engineering and aerospace technology, 94(1), 60-78.
• Rodriguez-Valencia, A., Nieto-Uribe, J. P., Mesa-Garcia, S., Barrero, G. A., Ortiz-Ramirez, H. A., & Vallejo-Borda, J. A. (2024). Evaluating Airport Terminals from the Users’ Perspective: Are Service, Experience, Liking, and Satisfaction Equivalent?. Transportation Research Record, 2678(6), 926-940.
• Sallahaj, D. (2024). A comparative analysis of three European Airports regarding digital transformation.
• Saris, W. E., Satorra, A., & Van der Veld, W. M. (2009). Testing structural equation models or detection of misspecifications?. Structural equation modeling, 16(4), 561-582.
• Stojanović, M., Radović, N., & Njeguš, A. (2021). Opportunities and challenges of applying blockchain technology at airports. EMAN 2021–Economics & Management: How to Cope with Disrupted Times, 157..
• Supervision, B. (2011). Basel committee on banking supervision. Principles for Sound Liquidity Risk Management and Supervision (September 2008).
• TSA (2021). Annual Performance Report 2020–2021. Transportation Security Administration.
• Undertaking, S. J. (2019). SESAR Joint Undertaking: single programming document 2020-2022.SITA. (2022). Baggage IT insights report 2022: Trends and challenges in baggage handling. Geneva: SITA.
• Usman, A., Azis, Y., Harsanto, B., & Azis, A. M. (2023). The Role of Innovation and Airport Service Quality on Airport Image: Mediated Effect of Passenger Satisfaction. Afr. J. Hosp. Tour. Leis, 12, 1111-1126. Ween, Y. S., Imm, N. S., & Leong, Y. C. The Effect of Airport Service Quality on Passenger Satisfaction in Airports.
• Wimmer, A. C. (2024). Forecasting flight delays with climate data and implications for the airline industry (Doctoral dissertation).
• Zou, B., & Hansen, M. (2012). Flight delays, capacity investment and social welfare under air transport supply-demand equilibrium. Transportation Research Part A: Policy and Practice, 46(6), 965-980.