Evalution of air passenger service quality in Bangladesh

Abstract

The air transport is required high professional in work to ensure safety, exactly and fast which are outstanding advantages of traveling passenger by air. Service quality then becomes significantly important factor to achieve a genuine and sustainable competitive advantage and the question for civil aviation industries in Bangladesh which need to solve imperatively. Bangladesh has three international airports including ZIA in capital Dhaka, one in the southeastern port city Chittagong and another in the northeastern city of Sylhet. The objective of this study is to identify passenger characteristics and passenger movement in three Bangladeshi international airports. This research is also evaluated the service quality of passengers in ZIA International Airport and Biman Bangladesh Airlines Limited. Excellent and reliable customer service is one of the greatest aspects for an airport and airlines in today's competitive environment. There are many factors that can help an airport to build its customer base and customer service can be a determining factor in the success of an entire operation. In the year 2002 total number of passenger movement through ZIA International Airport in international route was 2298 thousand and it changed in the next 4 years at the rates of 1.19,7.7,3.91 and 0.65 percent in the year of 2003,2004,2005 & 2006 respectively. In the year 2002 total number of passenger movement in ZIA in domestic route was 603 thousand and it changed in the next 4 years at the rate of -0.32, 0.11, - 6.64 and -18.68 percent in the year of 2003, 2004,2005 respectively. In the first five years of the new millennium, cargo registered a cumulative growth of 5.07 percent and an average annual growth of 1.01 percent in ZIA. In the year 2002 total number of passenger movement through Shah Amanat International Airport in international route was 148 thousand and it changed in the next 4 years at the rates of 3.55,46.72,2.97, and 3.77 in the year of 2003, 2004, 2005 percent respectively. In the year 2002 total number of passenger movement through Osmani International Airport in international route was 158 thousand and it changed in the next 4 years at the rates 0[-0.63, +0.2,. 18.35, -12.4 percent in the year of2003, 2004,2005 respectively.

The analysis of passenger service quality of ZIA International Airport was reviewed by questionnaire survey on 232 passengers who used this airport and the information of the airport was analyzed by score method to measure the evaluation level from passengers. The questionnaire was designed simply and focused mainly on general information of passenger and passenger evaluation through check in facilities, security, staff attitude and other facilities which are supposed to arrange for passengers. Check . in facilities at ZIA is considered best with 60% "fair" comments but internet availability is considered poor with only 21% of 'poor' comments. The average score for internet availability is 1.94. The average score level is also low in case of telephone, fax service and service due to delay, divert and cancelled flight. The analysis of passenger service quality of Biman Bangladesh Airlines Limited is also reviewed by questionnaire survey on 1SOpassengers who used this airlines and the information of the airlines is analyzed by score method. Comfort in flight that seat size is considered 21% "good" comments whereas flight schedule maintain 70% "very poor" comments and average score level for maintain flight schedule is only 1.43. The average score level are also low for cleanliness of cabin and toilet, cabin safety procedure, supply of pillow, blankets, and towels, assisting parents with children and entertainment. The thesis presents systematic method to examine the quality of passenger service through the average score method analysis. This technique helps decision makers and marketing in air transport field to upgrade passenger service quality to attract more passengers traveling by ZTA International Airport and Biman Bangladesh Airlines Limited.