Service Quality and Customer Satisfaction At Kenyan Airports

The overall goal of this paper is to contribute to the research on customer satisfaction at airports. Existing studies have focussed on airport service experience in America, Europe and Asia. Specifically it contributes to the development of the knowledge of service quality expectations at a major airport hub in Africa. The exploratory study integrated elements of the 22 item SERVQUAL scale developed by Parasuraman et al., (1988). A quantitative research was conducted and responses from 280 departing international travellers at the Jomo Kenyatta International Airport was used to test five hypotheses. An independent samples t-test was utilised to assess whether the means of two groups are statistically significant from one another. The variables to be tested were service performance against the respective service expectation. The findings indicate atmosphere related aspects of the airport experience showed a significant influence on the respondents’ customer satisfaction. The feeling of being safe in the airport, ease of way finding, facilities for people with reduced mobility and the availability of leisure rooms were the most significant elements in the traveller’s positive experience while at the airport. The study was not without limitations. In utilising the gap analysis model, this study focused on understanding what the customers want. Other elements of the gap analysis model require further illumination. The findings of this study will help contribute to the development of a conceptual model for a much more exhaustive study on airport passenger satisfaction at other Kenyan airports and internationally. Munyoki, Bode (Eds.): Universities, Entrepreneurship and Enterprise Development in Africa - Conference Proceedings 2017. Nairobi, Kenya, 19. July 2017, pp. 135-153