The Influence of Service Quality Dimensions on Customer Satisfaction at the Port Elizabeth International Airport

Airport services are of critical importance to the economy of many regions globally as airports can
influence employment, tax base and gross domestic profit (GDP) within these regions. The Port
Elizabeth International Airport (PEIA) contributes 0.1% to the regional GDP (R236 million) and
employs about 418 people, with an overall income contribution of R74 million to the employment
sector. The primary aim of this paper is to establish empirically which service quality dimensions
influence customer satisfaction at PEIA. A quantitative research paradigm was utilised whereby a
structured self-administered questionnaire was conducted amongst 203 domestic and international
tourists. One set of hypotheses was constructed based on an extensive literature review. Data was
firstly analysed using descriptive statistics. Pearson product-moment correlation coefficients were
utilised to measure the relationship between the service quality dimensions and customer satisfaction.
Regression analysis was employed to determine which of the hypotheses are supported or rejected
based on the findings of the questionnaire. Pearson product-moment correlation coefficients
presented 8 strong, 15 moderate and 5 weak correlations amongst the dependent- and independent
variables. Four statistically significant relationships were found between the service quality
dimensions (tangibility, assurance, empathy and convenience) and customer satisfaction.