An Evaluation of Airport Services Quality: A Case Study of Berniq Airport in Benghazi, Libya

Abstract

This study was conducted to investigate passenger satisfaction with the airport services provided at Berniq Airlines in Libya. Utilizing a quantitative approach, the research collected data through a structured questionnaire administered to 106 passengers. The analysis focused on key service dimensions such as check-in process, security screening, luggage handling, waiting areas, cleanliness, staff support, and food services. To analyze the data, statistical tools such as the Wilcoxon and Mann-Whitney U tests were employed. These tests were used to assess overall satisfaction levels and to identify any statistically significant differences based on demographic variables like gender and age. The results revealed a generally high level of passenger satisfaction, Furthermore, significant statistical variances were noticed across different demographic groups. The internal consistency and reliability of the survey instrument were confirmed through Cronbach’s alpha analysis, with scores ranging from 0.73 to 0.88. Based on the findings, several recommendations were proposed to enhance service quality. These include implementing targeted improvements in underperforming areas and the adoption of continuous quality monitoring practices. The study highlights the importance of passenger-centered service strategies in strengthening airport performance and reputation.