Customer service performance of Aeroporti di Puglia

The purpose of this study is to investigate how and how much some observable and non-observable factors can influence the quality perception of passenger about the service supplied by the Apulian airports of Bari and Brindisi. Based on a sample survey conducted in 2016, relationships among latent dimensions and observed variables (services judgements) were first investigated by using Explorative Factor Analysis. The findings of EFA were then used as a starting point in order to identify, through Confermative Factor Analysis, the causal relationships in a Structural Equation Model. Such causal model can be assumed as representative of the customer’s behaviour towards quality in airport services, useful to understand the challenges of the strategic orientation and those of the marketing management.