The Influence Of Check-In Processes On Passenger Satisfaction At Arusha Airport.

Abstract

Airports play an important role in connecting regions and facilitating global travel. The flying sector holds a dominant role in the economic development of nations, facilitating the movement of people and goods across domestic and international destinations. In Tanzania, the air transportation sector encounters challenges, primarily affecting service delivery, and leading to financial constraints. Customers view air travel as a viable option only for international journeys. Despite the availability of Arusha Airport and KIA, achievements and challenges like infrastructure, and the presence of queues during Check-in processes affect service delivery and contribute to financial constraints. This study aimed to fill this gap by providing practical solutions and contributing to the sustainable development of the aviation sector in Tanzania by assessing the influence of check-in processes on passenger satisfaction. The study used a cross-sectional research design allowing the adoption of qualitative and quantitative approaches. The study comprised 370 population of people who utilized Arusha Airport's services, specifically focusing on passengers who engage in various aspects, and a 192-sample size was selected through convenient sampling and purposefully. To determine the validity of the study, instruments were submitted to specialists from the IAA to conduct an evaluation, assessing their appropriateness, and usefulness. The analysis was done using the SPSS software where technically descriptive statistics, including percentages and frequency summarized and presented in Tables. The inferential statistics considering multiple regression was done. The study revealed strengths and areas for improvement across its services. The regression findings, passenger happiness is substantially influenced by check-in procedures. With a strong overall fit (F = 17.893, p = 0.001), the model explains 22.2% of passenger satisfaction explained by check-in processes. Faster check-in operations seem to improve passenger experiences since efficiency and speed of check-in processes favorably affect satisfaction (β = 0.362, p < 0.001). On the other hand, the availability of self-check systems indicates a negative correlation with satisfaction (β = -0.424, p < 0.001), suggesting that passengers can be unhappy with this feature. Staff member assistance increases satisfaction (β = 0.427, p < 0.001), therefore demonstrating the great value of service. The check-in process generally was efficient, but there is a need for enhanced digital capabilities and customer support. It is recommended that the airport enhance digital check-in tools. These changes will address current inefficiencies and contribute to a more satisfying airport customer satisfaction.assistance provided by staff enable smoother travel experiences and enhance passenger satisfaction levels (Anderson, 2018). The relationship between check-in and customer satisfaction is emphasized, comprising dimensions like assistance provided by staff, self-check, and efficiency and speed of check-in procedures, physical evidence, reliability, being a key determinant of customer contentment. Through this study, the identified knowledge gap was addressed, highlighting the need for understanding customer service dynamics by analyzing the customer check-in processes on passenger satisfaction at Arusha Airport.