Comparing Passenger Satisfaction, Employees’ Perspective and Performance on Quality and Safety Indicators: A Field Study

This paper aims to analyze the impact that different attributes related a Regional Airport service and socio-economic factors of passengers have on passenger’s overall satisfaction. The study also compared passenger employee satisfaction in relation offered by airport, identify possible critical areas improvement. An Ordinal Logistic Regression (OLR) approach was used model how considered for qualifying airport services variables predicted variable (i.e., satisfaction). Furthermore, results were triangulated include quality safety performance indicators as an objective anchor point company. findings indicate interesting difference between perceptions employees regarding company’s its performance. company managers key operation then asked select main improvement among ones highlighted survey’s results. Quality helpful enriching analysis indicating good synergy with suggestions collected from passengers’ employees’ surveys, offering yet another complementary perspective.