An evaluation of passenger satisfaction among users of Huambo airport in Angola

Abstract

This study aimed to investigate the level of client satisfaction among airline passengers and other users of Huambo’s airport in Angola. A quantitative method was used, based on a questionnaire addressed to airline passengers on their trips to Huambo and their use of Huambo’s airport. This sample comprises 619 questionnaire answers. As a result of the study, it is possible to relate client satisfaction with the size of the aircraft in question and with the ease of booking a trip. On the contrary, clients become more dissatisfied when the cost of the trip is higher. An analysis of the degree of client satisfaction among airline passengers shows three categories: the waiting time and service at the airline office, the comfort during the trip, and the empathy of the cabin staff. This study is expected to be useful to show the preferences of the clients of this African airport.