Abstract:
Aim: Bandaranaike International Airport (BIA) is important in the development of the Sri Lankan
economy. To remain competitive in the service sector it is essential to focus more on improving
service quality as it directly creates greater customer satisfaction. In respect of international airports
satisfied passengers often revisit a destination thus increasing micro and macro level income and
profitability. Hence, satisfied and loyal passengers are an important factor in remaining competitive
among international airports. Although there is ample research that explores service quality and
passenger satisfaction with airports, research is sparse in regard to Sri Lanka. Hence, the aim of
this study is to identify the most important service quality dimensions influencing passenger
satisfaction at BIA and to examine the relationship between each SERVQUAL dimension on
passenger satisfaction.
Place and Duration of Study: Bandaranaike International Airport (BIA) between April to July 2019.
Methodology: The sample for this study consisted of 150 passengers at BIA and a five-point Likert
scale questionnaire was developed for this study based on the SERVQUAL model to analyse the impact of the five dimensions (reliability responsiveness, assurance, empathy and tangibility) of
service quality at BIA. A quantitative approach was used and questionnaires were distributed by
hand as well as by electronically using Facebook, Messenger, WhatsApp, Viber and Email. The
data was analysed using SPSS Version 23.0.
Results: The regression model confirmed that tangibility, assurance and empathy contributed to
passenger satisfaction. The findings of this study could be used by passengers, researchers,
service providers, civil aviation authorities and other decision makers for their decision-making
purposes.
