College of Business and Economics

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    Assessment of Service Quality and Customer Satisfaction: (A Case Study of Mekelle Alula Aba-Nega International Airport)
    (Mekelle University, 2025-09-25) Helen Berhane
    Customer satisfaction has become one of the primary concerns in the aviation industry worldwide, largely due to the intense competition in the sector. Airports are striving to deliver high-quality services to retain existing passengers and attract new ones. The main objective of this research was to assess airport service quality and customer satisfaction using the SERVQUAL model, which evaluates five key dimensions: Tangibles, Reliability, Assurance, Responsiveness, and Empathy. This study focused passengers on the terminal at Mekelle Alula Aba-Nega International Airport, one of the busiest airports in Ethiopia and a key hub for domestic air travel. Primary data was collected through a questionnaire administered using a non-probability sampling technique. A total of 120 questionnaires were distributed to passengers at the airport, and 110 valid responses were obtained for analysis. The findings revealed that passenger’s high level of Expectations: Reliability, Tangibility, Assurance, Responsiveness and high level of Perception: Reliability, Assurances and Empathy consecutive with the five SERVQUAL dimensions—Reliability, Assurance, Responsiveness, and Empathy. However, they expressed dissatisfaction with the Tangibles dimension, and which includes the physical facilities, equipment, and appearance of personnel. This result serves as a warning to the Ethiopian Airports to place greater emphasis on aligning service delivery with passengers’ expectations and perceptions. To address the dissatisfaction in the Tangibles dimension, it is recommended that airport management take concrete actions such as: training terminal shop owners in customer service, enhancing Wi-Fi speed and coverage throughout the terminal, offering high-quality and affordable food options, to improve daily of passengers Baggage’s to deliver on time and revising the airport’s infrastructure to improve passenger comfort. Furthermore, it is essential for airport managers to conduct seasonal evaluations of passenger satisfaction and service quality to ensure services remain aligned with customer expectations.