The Dependence of Airport Profit on Passenger Satisfaction and Operational Efficiency

Vokáč, Roman; Lánský, Milan; Szabó, Stanislav

doi:10.14311/mad.2017.02.02

Cited by 3 publications

(2 citation statements)

References 6 publications

(6 reference statements)

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“…As commercial enterprises, airports' objective is to make a profit, which can be increased by improving operational efficiency and passenger satisfaction. (VOKÁČ et al, 2017). According to Paternoster (2007), customer satisfaction with the airport experience can be significantly enhanced through a strategic and holistic approach to customer service and airport branding.…”

Section: Sense Of Place Meaning and Creationmentioning

confidence: 99%

Creating the Sense of Place and Its Impact on Passenger Perception at a Brazilian Airport

Souza¹,

Souza²,

Borille³

et al. 2022

Cad. Arq. Urb.

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The standardized planning of airport terminals, over the years, has made airports become a generic building, so one airport ends up not being different from another. The Sense of Place is a framework to express the local culture, which, when used in airports, connects passengers to the place where the airport is inserted, making it a unique place. This study aims to investigate the use of airport branding as a tool to improve the passenger experience and promote the Sense of Place. This research hypothesis is “the Sense of Place creation can improve the perception of the passenger about the quality of the airport”. In addition to the literature review, a case study was conducted with the means to identify the strategies used by the Belo Horizonte International Airport/Brazil to create a sense of place. A hypothesis test was also conducted to analyze the difference in means of passenger satisfaction rates, throughout the periods before and after the implementation, to verify how those strategies could have affected passenger satisfaction. The results suggest that the sense of place elements may indeed enhance the passenger experience in airports, improving the airport evaluation.

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Section: Sense Of Place Meaning and Creationmentioning

confidence: 99%

Creating the Sense of Place and Its Impact on Passenger Perception at a Brazilian Airport

Souza¹,

Souza²,

Borille³

et al. 2022

Cad. Arq. Urb.

View full text Add to dashboard Cite

show abstract

“…It depends for instance on the airport image, passengers' satisfaction or quality and price of the offered services [2]. There are several professional articles and publications dealing with the issue of passengers' satisfaction, from many different points of view (see [3,4,5,6,7]). High number of articles dealing with the issues underlines the importance of passenger satisfaction during the handling process and for all involved companies.…”

Section: Passenger Satisfactionmentioning

confidence: 99%

The need for concept of efficiency evaluation of security control at airports

Vokáč¹,

Bergh²

2018

MAD

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<p>There are many demands placed on centralized security checkpoints of passenger and cabin luggage. Among the most important rank requirements for high passenger satisfaction, assurance of high security check effectiveness and operational efficiency. These three base requirements, however, do not support each other and in some ways they even conflict. Other aspects influencing operational security control are ever increasing volumes of handled passengers and the efforts to reduce flight ticket prices. Operational efficiency evaluation and targeted control are supported by the possibility to assure specific basic requirements. These include assuring required amount of security control staff, on the right place and at the right time. In sequence, a concept of security control efficiency evaluation is needed for operational, tactical and strategic planning.</p>

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Customer satisfaction and airport efficiency in Brazil: a hybrid NDEA-AHP approach

Teixeira

Antunes

Corrêa

et al. 2023

BIJ

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PurposeThis paper aims to measure and unveil the relationship between customer satisfaction and efficiency levels in the most relevant Brazilian airports.Design/methodology/approachThe authors utilize a two-stage network DEA (data envelopment analysis) and AHP (analytic hierarchy process) model as the cornerstones of the study. The first stage of the network productive structure focuses on examining the infrastructure efficiency of the selected airports, while the second stage assesses their business efficiency.FindingsAlthough the results indicate that infrastructure and business efficiency levels are heterogeneous and widely dispersed across airports, controlling the regression results with different contextual variables suggests that the impact of efficiency levels on customer satisfaction is mediated by a set of socio-economic and demographic (endogenous) and regulatory (exogenous) variables. Furthermore, encouraging investment in airports is necessary to achieve higher infrastructural efficiency and scale efficiency, thereby improving customer satisfaction.Originality/valueThere is a scarcity of studies examining the relationships among customer satisfaction, privatization and airport efficiency, particularly in developing countries like Brazil.

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The Dependence of Airport Profit on Passenger Satisfaction and Operational Efficiency

Cited by 3 publications

References 6 publications

Creating the Sense of Place and Its Impact on Passenger Perception at a Brazilian Airport

Creating the Sense of Place and Its Impact on Passenger Perception at a Brazilian Airport

The need for concept of efficiency evaluation of security control at airports

Customer satisfaction and airport efficiency in Brazil: a hybrid NDEA-AHP approach

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