Logistics and Transport Management
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Davidi Stephano
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05 December 2025
12
5
Passengers' Satisfaction with Airport Service Quality: Insights from Julius Nyerere International Airport in Tanzania
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Keywords:
Passenger Satisfaction; PLS -SEM; Hierarchical Service Quality Model.
Abstract
This study aimed to investigate the impact of airport service quality on passenger satisfaction at Julius Nyerere International Airport in Tanzania. The Hierarchical Service Quality Model was adopted to meet the study objective. A quantitative approach using convenience sampling and 335 samples was employed. Data were collected through a closed-ended questionnaire. Questionnaires were distributed to departing international passengers and collected after completion at Julius Nyerere International Airport in Tanzania. Responses from respondents based on a seven-point Likert Scale and the data were analysed using Confirmatory Composite Analysis and Partial Least Squares -Structural Equation Modelling with the help of SmartPLS 4 software. The study confirmed that passengers' satisfaction is positively influenced by airport service quality. Furthermore, airport service quality is deeply rooted as an influential predictor of passenger satisfaction. The study makes a practical contribution to Airport authorities and operators by emphasizing the significance of airport service quality in enhancing passenger satisfaction levels.
