Passengers’ Perceptions of Airport Service Quality: a case study of Airports of Puglia

It is known that satisfaction with the airport experience is influenced by passenger's expectations as well as service delivered, so assessing airport service performance requires understanding of a complete set of passenger experiences covering all activities from departures to arrivals. In particular the research covers the pre-flight passenger travel experience. To test the relationships between the various aspects of satisfaction, the Structural Equation Modeling (SEM), specifically Partial Least Squares-Path Modeling (PLS-PM), is used to analyse the data of the questionnaires filled out by passengers. The data refer to the years 2015, 2016, 2017, examined twice a year (in summer and in winter); the target population consists of the passengers departing from "Aeroporti di Puglia" (Bari and Brindisi).