Examining factors that affect passenger’s overall satisfaction: Evidence from Tan Son Nhat Airport

Abstract

This study explores the factors affecting passenger satisfaction for the domestic terminal at Tan Son Nhat (TSN) international airport. The linear structural model (PLS-SEM) was applied to test the relationship between the proposed variables, using the sample intercept method to collect from 230 passengers in the waiting room of the station. Research results show that service quality, perceived value and airport image has the influence on passenger satisfaction. In which, service quality is a multidimensional structure including efficiency, effectiveness, interaction and decoration, affecting satisfaction in two ways: direct and indirect. For indirect effects, perceived value and airport image play an intermediary role in the relationship between service quality and satisfaction. Perceived value has a strong influence on passenger satisfaction and more than 2 other predictors. This study provides governance implications for TSN airport that have a basis for establishing strategies to enhance sustainable development as well as create a positive airport image, perceived value and enhancement of the airport high level of satisfaction of passengers.