## 4 Results and Discussion
### Descriptive Analysis
There is variation in terminal seating, with the highest ratings in the summer, possibly due to passenger comfort perception, psychological factors, and/or better airport management during peak travel seasons. Terminal sign ratings appear consistent across seasons, indicating stable signage and navigational aids. Food and beverage ratings show slight variation, reflecting changes in offerings or passenger expectations in different seasons. There is a noticeable dip in airport shopping ratings during autumn. This could be influenced by seasonal travel patterns affecting shopping experiences. WiFi connectivity ratings show very little seasonal variation, suggesting stable connectivity services throughout the year. Airport staff ratings are highest in the spring and summer, reflecting staffing changes or different interaction styles during busier travel seasons. These insights help airports understand how passenger perceptions change with the seasons. They also provide guidance on areas for targeted improvements during specific times of the year. For instance, airports may consider enhancing shopping experiences in autumn or increasing staffing in spring and summer. These measures may further enhance the overall passenger satisfaction. Moreover, it was noticeable that a significant number of passengers have not rated all elements of the evaluation matrix given by Skytrax. Figure 8 below shows that 58.94% of passengers have not given a rating for WiFi connectivity. It is suggested that passengers may be busy with catching flights, with less time to browse the Internet. However, aspects such as staff, food and beverage, terminal seating, and terminal signs were ignored by 42.8%, 53.28%, 47.29%, and 39.02% of passengers, respectively. Accordingly, it is worth digging into passengers' textual reviews to highlight all aspects that may not be rated in the evaluation matrix. Furthermore, from the analysis of common keywords in the passengers' reviews, several terms stand out that hint at aspects or services not directly covered by the existing evaluation matrix given on the Skytrax website. The significant aspects and their possible implications are as follows: (a) Time: Could relate to waiting times, overall travel time within the airport, or efficiency of processes; (b) Minutes: Specifically points to the duration of waiting or processing times; (c) Long: Often associated with complaints about long lines or wait times, possibly at check-in, security, or boarding; (d) People: May point to crowd management, overall passenger volume, or interactions; (e) Passengers: General references to other passengers, potentially indicating concerns about passenger treatment or services; (f) Experience: General sentiment about the airport experience which might encapsulate various undiscussed aspects; (g) Passport: Likely refers to immigration and passport control processes; (h) Gate: highlights issues or feedback related to gate areas, boarding processes, or the distance to gates; (i) Queue: Directly relates to lines and waiting  
Figure 6: Time series analysis of passengers’ recommendations. times, possibly at security, check-in, or boarding. These aspects suggest that there are several aspects of the airport experience that could be better addressed or are of significant concern to passengers, such as the efficiency of processes (time, long, minutes), passenger management (queue, people), and specific areas like passport control and gate assignments. Figure 7: Seasonal variations analysis.