Impact of airport service quality on customer satisfaction under privatized airport: A survey of Aden Adde International Airport's passengers in Mogadishu, Somalia

Service quality is essential for every service provider with an open market in every industry, especially aviation, which generates billions of dollars for the services that it provides to its customers annually. The quality of the service has an impact on customer satisfaction; in contrast, customer satisfaction will impact back on the service provider. To achieve various corporate goals, it is necessary to focus on customer satisfaction precisely when the entity is privatized. This study focuses on the "impact of airport service quality on customer satisfaction under a privatized airport." The study employed descriptive and correlation analysis. The study conducted 400 questionnaires from passengers who departed from Aden Adde International Airport. Later, we analyzed the data using a statistical package for social science (SPSS), and the findings indicated a strong positive relationship between Airport customer services and customer satisfaction. The study also showed that the majority of the passengers of the airport were not satisfied with the services of Aden Adde International Airport. Keywords: Airport Service Quality; Customer Satisfaction; Privatization.