Research On Passenger Sat Isfact Ion Of Pudong Airport Based On Sturctural Equat Ion Model

The aim of this thesis is to construct a structural equation model method for evaluating the service quality and passenger satisfaction of Pudong airport. This thesis investigates how service quality, satisfaction, passenger complaints, business image and loyalty are related to gain insight based on data collected from travelers of Pudong airport.Recently, with the development of living standards and customer demand, customers have a higher requirement to airport service quality. At the meantime, leading international airports have set a pressing high standard for Pudong Airport. Additionally, airports are facing fierce competition of domestic transportation service such as railway and high speed road. As a result, it is vital for airport managers to improve its service to elevate passenger’s satisfaction and loyalty.This research constructed the service quality-passenger satisfaction structural equation model founded on customer satisfaction index models. First of all, the study summarizes what passengers value during their trips. In the second, the thesis testified the variables and parameters of the structural model using factor analysis and the validation analysis with SPSS and AMOS. Thirdly, the model was rectified using fitness indicators and evaluated with dataset from surveys. With the model, empirical analysis was implemented to reveal the relationship among variables, latent variables and observed variables.According to the analysis, perceived quality of airport has a positive and direct effect on airport image and passenger satisfaction, airport image has a positive effect on passenger loyalty, passenger satisfaction has a negative effect on passenger complaint, and passenger satisfaction has a positive effect on passenger loyalty. This research provides airport management with methodology and support to improve their services and their images.