Article

An Empirical Study of Customer and Service Quality at Jinnah International Airport Using Yeh’s Satisfaction Model

Unzila Abeer , Muhammad Yousif Mangi , Saima Kalwar ORCID , Muneeba Zubair

    Received: 28 August 2025 | Revised: 20 April 2026 | Accepted: 27 April 2026 | Published Online: 5 May 2026

    Abstract

    Service quality is a key determinant of passengers’ experience and satisfaction at airports, directly influencing perceptions of efficiency, comfort, and overall travel quality. This study evaluates airport service quality and customer satisfaction at Jinnah International Airport, Karachi, using Yeh’s Satisfaction Index Model. The research is based on primary data collected through structured questionnaires, focusing on multiple service dimensions, including staff behavior, operational efficiency, infrastructure, and passenger amenities. The quantitative data were analyzed using digital tools such as SPSS and Microsoft Excel. The findings reveal that passengers are generally satisfied with core operational services such as staff courtesy, baggage handling, and flight information systems, which recorded satisfaction levels above 50%. However, significant dissatisfaction is observed in areas related to infrastructure and passenger comfort, including restroom cleanliness, waiting area facilities, food quality, and internet services. Additionally, operational challenges such as congestion during peak hours and delays in boarding procedures negatively affect passenger experience. The study concludes that while the airport performs well in functional service delivery, there is a critical need to improve physical facilities and value-added services to enhance overall passenger satisfaction. The results provide important insights for airport authorities and policymakers to develop targeted strategies for service improvement and align airport performance with international standards.

    Keywords

    Airport Service Quality, Airport Performance, Customer Satisfaction Index Model, Yeh’s Satisfaction Index Mode

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