Business Analytics in Airport Operations for Improved Customer Experience

This paper examines the projects Changi Airport Group Singapore (CAG) undertook to explore how it could improve its services to mobile phone users with location-based services, by mapping customer Wi-Fi data with certain locations in the airport. The results were used to better plan and allocate the key infrastructure and services across the premises. The investigations that were undertaken and results obtained from the exercise are discussed.The paper also aims to present the findings and solutions developed to successfully integrate the data from two different source systems. This was done by creating mapping rules and logic to find the exact match and anomalies, a result that could be seen as a first step in implementing organizational level Business Intelligence (BI). An automated workflow was developed to find out the number of matching and non-matching records. Overall, 89 per cent of the records were matched with the logic developed, and non-matching records were assigned the best possible match, using Fuzzy logic transformation.Best practices in the industry and architecture that are being employed by various organizations for developing a successful Enterprise level BI strategy are also discussed.