Analysis reveals low satisfaction with service quality in Yakutsk Airport, indicating important areas for policymakers.
The objective of this study is to evaluate the quality of service provided by Yakutsk Airport, the primary hub in the Sakha Republic, by focusing on the expectations and experiences of its passengers. The research uses the Fuzzy Importance-Performance Analysis (Fuzzy IPA) method to assess service quality from a passenger perspective. Data was collected through a survey of 161 passengers. As a result of study, in the “Concentrate here” quadrant of the fuzzy-IPA method, the factors include the following: Factor 5, “Information accessibility” from the “Access” category; Factor 18, “Availability of Internet service (Wi-Fi)”; Factor 20, “Convenience to carry baggage” from the “Airport facility” category; and Factor 34, “Speed of baggage delivery service” from the “Arrival services” category. Although these factors are highly important, they show low satisfaction levels, indicating underperformance. This suggests that customers regard information, Wi-Fi connectivity, and baggage-related services as essential, yet airport management is not meeting these expectations. The study provides a roadmap for future investment and development strategies and offers actionable insights for policymakers, airport authorities, and other stakeholders.
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Choi et al. (2025) studied this question.
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