How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

Necessary condition analysis (NCA): review of research topics and guidelines for good practice

Necessary condition analysis (NCA) is an increasingly used or suggested method in many business and management disciplines including, for example, entrepreneurship, human resource management, international business, marketing, operations, public and nonprofit management, strategic management, and tourism. In the light of this development, our work delivers a review of the topics analyzed with NCA or in which NCA is proposed as a method. The review highlights the tremendous possibilities of using NCA, which hopefully encourages other researchers to try the method. To support researchers in future NCA studies, this article also provides detailed guidelines about how to best use NCA. These cover eight topics: theoretical justification, meaningful data, scatter plot, ceiling line, effect size, statistical test, bottleneck analysis, and further descriptions of NCA.

COVID-19-Related Awareness and Behaviors of Non-Saudi Travelers and Their Satisfaction with Preventive Measures at Saudi Airports

Airports could serve as hotspots for the spread of the COVID-19 infection. We aimed to assess the awareness, attitude, and behaviors of non-Saudi travelers about COVID-19 and their satisfaction with preventive measures at Saudi airports. A cross-sectional study was conducted among non-Saudi travelers arriving in Saudi Arabia at two international airports. Data were collected using a questionnaire in Arabic, Hindi, and Urdu languages. Awareness, attitude, behavior scores, and satisfaction levels were calculated. Linear regression analyses were done to assess the predictors of awareness, attitude, and behaviors. A total of 633 participants were included in the study. The mean awareness, attitude, and behavior scores were 16.3/22, 18.3/24, and 3.2/5, respectively. Nationality, education, and income were significant predictors of awareness. Nationality was the only significant predictor of attitude, while gender and nationality were predictors of behaviors. Overall satisfaction with preventive measures was: transportation (94%), lounges and corridors (96%), counters (98%), and airport staff (97%). There was overall good awareness and attitude among travelers. Behavior scores were relatively low, which needs to change as air travel poses a threat to the spread of infectious diseases. Airport authorities need to manage passengers properly to ensure adequate distancing to prevent the potential transmission of infections.

Criteria of quality assessment of regional airport services - A very last picture before the COVID-19 pandemic

Omnipresent globalisation causes integration of societies, economies and cultures, and air transport significantly facilitates it. Before the COVID-19 pandemic, air transport was one of the most dynamically developing types of transportation. The quality of airport services was measured, as it supports the development of air transport and airports in particular. As today the future of the air transport industry is not clear, it is essential to have the last picture of service quality assessment criteria before the airports' lockdown to sustain their development after reassumption. The study covered the operation of a regional international airport in Europe before the lockdown due to the COVID-19 pandemic. A diagnostic survey was used in the study, and the data were collected through a questionnaire of 40 questions. The study covered 263 passengers who had used the services of the examined airport at least once before the lockdown. The collected data were statistically analysed. The main findings are that the passengers consider components of the quality of airport services in groups and not individually. In some groups of factors, the level of satisfaction varies depending on the frequency of airport use. The results are in accordance with the findings of other authors researching different airports. They should be considered when managing the airport and identifying the causes of low-quality services to improve them and eliminate or at least reduce passenger dissatisfaction, especially in the face of resumption of airport operations after the COVID-19 pandemic.

Factors of Airline Selection and Reflight Intention During the Pandemic/Case of Serbian Airlines Users

The global pandemic coronavirus disease 2019 (COVID-19) has caused significant economic changes for all segments of the economy. Travel restrictions have landed several commercial airlines and significantly reduced their revenues. Safety measures are strict and very demanded, especially when it comes to food drinks and beverages served during flights. This article aims to discover the predictors that influenced the intention of the airline’s passengers to travel long-distance flights in unusual conditions of the COVID-19 pandemic and differs from current studies on airline selection and passenger loyalty because it includes changes in the behavior of employees who regularly fly medium- and long-distance flights. Requirements for passenger’s airline selection have been changed, which is why this study aimed to determine which factors influence the selection during reopening after lockdown. Determinants of food quality and safety during flights are a long-term challenge and could affect passengers’ choice of the airline they want to fly. This study was conducted during the reopening period of airlines, during the COVID-19 pandemic, on a sample of 369 Serbian passengers and employees on medium- and long-distance flights, in the period from November 20, 2020 to January 15, 2021. Regression analysis concluded that certain predictors such as food service quality and safety significantly affect the attitude, subjective norms, and perceived behavioral control (PBC) of passengers and trigger the intention that affects behaviors in the choice of the airline during the COVID-19 pandemic, especially when it comes to the flights with medium and long durations. To better interpret the effects, a path analysis was performed in the SPSS Analysis of Moment Structures (AMOS) software, version 26.00 with the aim to examine the importance and significance of causal relationships between groups of variables. The results confirmed the theory of planned behavior; that intentions are a significant mediator between the mentioned independent variables (attitudes about quality and safety of food, drinks and beverages, subjective norms, and perceived behavior control) and passenger behavior when rechoosing the same airline.