Modified Importance - Performance Analysis of Airport Facilities- A Case Study of Cochin International Airport Limited

This study aims to measure passengers’ perception of the importance of the four factors of check-in facility, amenities, terminal facilities, and airport accessibility facility with regard to their visit to the airport and their perceived level of performance of the particular facility and the resulting gap. Using purposive sampling method, data was collected from the departing passengers of the Cochin International Airport Limited. A modified importance-performance analysis (IPA) method is developed using exploratory and confirmatory factor analysis methods with the help of structural equations for the purpose of this study. For the analysis, initially an input model was developed by using AMOS-7 graphics. This initial model is refined to reach the final model. An empirical case study of the perceptions of the passengers about the importance and performance of the facilities at the airport is provided in this paper to test the effectiveness and suitability of the modified IPA and gap analysis in the measurement of the level of performance of a facility. Result of the gap analysis shows that except the check-in facilities there is a gap between importance and satisfaction levels of passengers in respect of the facilities and, the airport authorities should give more attention to the facility management at the airport.