The Dependence of Airport Profit on Passenger Satisfaction and Operational Efficiency

Roman Vokáč, Milan Lánský, Stanislav Szabo


Since the airports are in fact commercial companies, their main objective is to make profit. Therefore, it is important for the airports to identify the business activities that may increase the income as well as those that may reduce the costs. The terminal process, handling the passengers’ baggage both on their departure and arrival, is a basic process at all airports that are intended for the commercial air transport. The quality of the terminal process provided by the airports has a significant impact on the passengers especially in terms of their satisfaction. In this text, the passenger satisfaction is regarded as a key factor of the terminal process affecting a whole range of other areas. Its high efficiency leads to cost reduction from the perspective of the airport. As it is proposed here, there is a connection between the passenger satisfaction and the process efficiency. For example, the queues that form due to the check-in process may be a result of the imbalance between the passenger arrival rate and the service rate. Therefore, there is a necessity of improving not only the passenger satisfaction but also the process efficiency.


airport; efficiency; profit; queue; satisfaction


N. Calisir, E. Basak, and F. Calisir. Key drivers

of passenger loyalty: A case of frankfurt-istanbul

flights. Journal of Air Transport Management, 53:

–217, 2016. doi: 10.1016/j.jairtraman.2016.03.



A. Graham. How important are commercial revenues to today’s airports? Journal of Air Transport Management, 15(3):106–111, 2009. doi: 10.1016/j.jairtraman.2008.11.004. URL

J.D. Power. Although Technology May Help Improve the Airport Experience, the Basics Have the Greatest Impact on Passenger Satisfaction, 2010. URL [Online].

A. Kirschenbaum. The cost of airport security: The passenger dilemma. Journal of Air Transport Management, 30:39–45, jul 2013. doi: 10.1016/j.jairtraman.2013.05.002. URL

M.K. CHING. Passengers’ perception on airport service and quality satisfaction. In 10th International Academic Conference, pages 198–207, Vienna, 2014. International Institute of Social and Economic Sciences (IISES).

V. Plos, P. Vittek, and V. Voˇstov´a. The possibility of using safety indicators to evaluate security at airports. Magazine of Aviation Development (SI), 2(2):9–12, 2015.[7] I. Pastorčáková and E. Endrizalová. A crucial factor in aviation. Interdisciplinarity in Theory and Practice, 2(5):67–71, 2015.

K. Gkritza, D. Niemeier, and F. Mannering. Airport security screening and changing passenger satisfaction: An

exploratory assessment. Journal of Air Transport Management, 12(5):213–219, 2006. doi: 10.1016/j.jairtraman.2006.03.001. URL

R. Vokáč, P. Vittek, and M. Lánský. The model for estimating passenger arrival rates. In Aeronautika XV, pages 109–112, Lublin, 2015. Lublin University of Technology.

Leonard Kleinrock. Queueing systems. Wiley, New York, 1975. ISBN 0-471-49110-1.

G. Bezerra and C.F. Gomes. The effects of service quality dimensions and passenger characteristics on passenger’s overall satisfaction with an airport. Journal of Air Transport Management, 44-45:77–81, 2015. doi: 10.1016/j.jairtraman.2015.03.001. URL

F. Ali, W.G. Kim, and K. Ryu. The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity. Tourism Management, 57:213–224, 2016. doi: 10.1016/j.tourman.2016.06.004. URL


  • There are currently no refbacks.

Copyright (c) 2017 Roman Vokáč, Milan Lánský, Stanislav Szabo

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.