ASSESSMENT OF AIRPORT CUSTOMER SATISFACTION AND PASSENGER TERMINAL EXPANSION THE CASE OF ADDISABABA BOLE INTERNATIONAL AIRPORT

Abstract

The airport services are operating through international competition with high expecta-tion of customer satisfaction. The customers at airport have different and widespread character and anticipations. To satisfy such customers in airport services need invest-ment in different aspects as availability of facilities, access for smooth passenger flow and customer handling skill with close follow-up for abrupt correction. This research is aimed at ascertaining the significance of investment for customer satisfaction by target-ing Addis Ababa Bole International Airport Passenger Terminal. For this review of liter-ature and theories of customer service at airport, customer satisfaction was surveyed to assess required facilities and customer satisfaction at the airport with the supports of performance indicators, airport services. The result indicated that Addis Ababa Bole In-ternational Airport customer satisfaction level is not as expected. Based on the findings the level of satisfaction and dissatisfaction were introduced and assess the significance of airport expansion to realize customer satisfaction. On this basis it is recommended that the expansion of AABIA passenger terminal with required facilities should be finalized.