Journal of Business & Economic Policy

Travelers’ Perception on Airport Satisfaction
Ming-kei, Ching; Yui Yip Lau

Abstract
This study investigates travelers expected and perceived service and quality satisfaction of the Hong Kong International Airport (HKIA) as the overall quality perceived would affect the air transport as well as tourism industry in Hong Kong. Based on the literature review, a list of 14 factors was selected and then studied its impact to HKIA’s satisfaction. Results find that tangibility, reliability, responsiveness, and assurance were the most concerned factors regarding airport service quality while empathy was the least satisfied by the travelers. It also shows that the older travelers, the business travelers, and the individual travelers are expressed lesser satisfaction of HKIA.

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