MANAGEMENT OF AIRPORT COMMERCIAL FACILITIES CONSIDERING CUSTOMER EXPERIENCE: A NEURO-FUZZY SYSTEM (original) (raw)
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INTELLIGENT MANAGEMENT AT AIRPORT COMMERCIAL FACILITIES CONSIDERING CUSTOMER EXPERIENCE
In an airport system, revenues are divided into aeronautical and non-aeronautical, where non-aeronautical revenues are related to services characterized by commercial facilities. Commercial facilities provide the airport customer with shopping or consumer experiences related to retail products and food &beverage. The airports managers have thus exploited their commercial potential, however, it should be noted that commercial facilities should never disrupt the operation of the airport. Factors such as economy, privatization, financial development, customer satisfaction, passenger feeling, purchase motivations, brands, social media, customer experience and new technologies, can directly or indirectly affects the generation of non-aeronautical revenues. At Brazilian airports, privatization has been occurring in recent years, with significant changes to: (i) the airport infrastructure, (ii) impacting the investments, (iii) revenue generation and (iv) architectural layout of the passenger terminals. Intelligent management for the commercial facilities in the passenger terminal, focusing on the ideal and functional configuration, considering customer satisfaction within their experiences, and being able to predict non-aeronautical revenues are the main objectives of this research. The proposed method is based on the use of artificial intelligence applying neural networks to extract standards from the collected data to customize and predict them. A pilot project was submitted to broaden the knowledge in the research area and to try out new ideas about the proposed theme.
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Airports are often the centers driving the economic development of the local community in which they are located and have a significant impact on national economies. Therefore, infrastructural airport development is of great importance. New airport infrastructure has an impact on the improvement of the customer experience, but with the assumption that certain physical and operational conditions are met. Using interviews and statistical methods, airport customers’ satisfaction was numerically expressed. The special value of this research lies in real data collected via two independent organizations, which were responsible for data collecting during the three-year period which included activities at the old passenger terminal at the Franjo Tuđman Airport, activities during the transition period from the old to the new passenger terminal, and the period after opening the new and closing the old passenger terminal. The research found that, in addition to the facilities that are part of ...
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In the era of high competition and massive information, airport industry are more rely on service quality (SQ) to distinguish themselves from competitors by fulfil customer's satisfaction. Unfortunately, the inherent characteristics of SQ create the difficulties for service practitioners in customer satisfaction evaluation. Generally, many research are adopt SERVQUAL or SERVPERF to measure or evaluate the customer satisfaction of SQ. Nevertheless, there are no specific model to measure the level of satisfaction (LOS) at the airport terminal to fulfil the airport service quality (ASQ). Hence, model of ASQ is important to adequate customer satisfaction for time to time. Therefore, the objective of this research is to propose the integrated model of airport terminal level of satisfaction (ATLOS) in order to provide the best solution for air transportation and mobility industry. The methodology begin by identify all the causes that affect to the ASQ through comprehensive literature review. Then, the suitable design of ATLOS model will be proposed by integrate all the criteria of LOS with all dimensions in SERVQUAL and SERVPERF. Next, the model will be evaluated and analysed through the data collection. This research will contribute empower to airport management in evaluates their ASQ and do improvement for unpleasant services.
Understanding Customer Satisfaction through Passengers' Experience at Hamad Airport
산업혁신연구 [The Journal of Industrial Innovation] (pISSN: 2005-2936, eISSN: 2800-0080), 2023
The facility airport management is the critical factor that enables passenger satisfaction and perceptions of the passengers about the performance of the airport, which should be given more attention. The airport service quality requires continuous improvement to achieve the expected passenger satisfaction. The purpose of this study is to describe the specific airport facility components that can lead to an increase in the rate of passenger satisfaction in an international airport environment by assessing both passengers' perception of the airport information and signage, amenities, facilities, accessibility on passenger satisfaction, regard to their visit frequent and their perceived level of the airport facility management. This study focuses on the performance of Hamad International Airport, which has been in the latest headlines from the world airport, as it provides a very high, overall quality performance. Linear regression analysis and process macro were performed in SPPS using comparative and descriptive analysis. Data was collected from international passengers through the questionnaire survey method conducted on a total of 526 international passengers concerning their experience and perceived level of performance at Hamad airport. The result of the regression analysis shows a gap between amenities and visit frequency regarding the satisfaction levels of passengers in regard to the airport performance and how the airport staff should give more attention to the facility management in those areas.
The aim of this study was to investigate the factors influencing the airport customer experience. Much current research and management effort on airports focuses on efficiency, effectiveness, speed of processing and rankings on international league tables. These measures seem to reward those airports which can best move the largest number of passengers and their luggage. The writer of this study believed that the ‘experience’ of the ‘airport customer’ (passengers and those meeting or farewelling them) is not being given sufficient prominence at a time when it is recognised that the ‘experience economy’ can add value and create customer loyalty. New Zealand’s largest airport was the case study location for this research, and 120 interviews were undertaken in the airport environment with people who were experiencing the airport, either as arriving or departing passengers, or those greeting or farewelling them. In addition, 10 interviews were undertaken with airport management to explore their perceptions of the airport customer experience. All interviews with airport customers were undertaken in the land-side food court area of the international terminal. A plan of the airport is provided in Appendix 2 to assist the reader in understanding the layout of the airport. The guided conversations were focused on encouraging participants to share their perspective of the airport customer experience in order to build on what is already known from the quantitative surveys of passengers which are the more common form of research into airports. Together with the above data, the writer also kept a detailed research diary with observations made over the course of the data gathering phase. Hermeneutics guided the interpretive process which resulted in a number of overarching themes or notions which form the basis of this study’s findings. These include processes, people, physical environment and ‘placeness’. However, the research also uncovered what the writer has termed a ‘personal travel philosophy’. There was a significant number of people who, despite delays and other obstacles to their travel plans, appeared to be remarkably content with their lot at the airport, and this term is used to describe that group. The research concludes with a proposed model of the airport customer experience addressing five aspects – physical environment, processing, people, placeness and personal travel philosophy – and provides recommendations for airport management and opportunities for further academic research both in airports and in congruous areas such as hospitals. Airport management must spend time making people feel welcome if these spaces are to be perceived as hospitable places. The contribution that this thesis makes to the body of knowledge is a deeper understanding of the factors influencing the airport customer experience in the customers’ own words. It allows the voices of airport customers to be heard in a way that has not previously happened, in part because the dominant paradigm is a positivist one of facts, figures, benchmarks and league tables. By taking the time to listen carefully in an open-ended discussion, this research has identified much of what the airport customer really feels about the space they are obliged to spend an increasing amount of time in.
Impact of the purchase experience at Brazilian airport terminal to improve non-aeronautical revenue
VII RIDITA – International Congress of the Iberoamerican Air Transportation Research Society, 2019
Non-aeronautical revenues are related to services characterized by commercial activities at an airport. Commercial facilities provide for airport customer purchase experience. This article discusses practices related to retail stores, food and beverage establishments, and a brief discussion of the value of non-aeronautical revenue. The research was a case study of the Tancredo Neves/Belo Horizonte Airport (SBCF) in Brazil, with application of a questionnaire for 174 airport users. The study examines passenger profile regarding the purchase experience in the year 2019. The proposed method is based on linear regression. The results obtained are related to the values spent on the types of stores and segments, and travel purpose, in which certain customer profiles appear to be less satisfied with the value and cost-benefit criteria of the products, and the signaling to arrive the store. An important growth of non-aeronautical revenues in the airport industry is a visible trend in Brazil and worldwide. Thus, the results of this study intend to contribute to the efficiency of airport planning.
European Journal of Tourism Research, 2019
Consuming Food and Beverage is one of the most frequent non-aeronautical activities that passengers enjoy at airports and that significantly contributes to airport profitability. Despite this, there is still limited research aimed at analysing passengers’ consumption behaviour of F&B. With the aim to contribute to this somewhat under investigated research area, this study applies a factor-cluster analysis on a sample of 1,139 airport travellers. Results from factor analysis reveal four underlying dimensions of F&B perceptions (i.e. atmospherics, staff quality, value of money, product quality) and one dimension related to satisfaction and intention to recommend airport-based F&B services (i.e. “satisfaction and intention to recommend”). Cluster analysis applied to the scores of the five factors reveal that three clusters exist (i.e. “enthusiastics”, “neutrals” and “price sensitives”). Chi-squared analysis tests show that significant differences exist based on socio-demographics (i.e....