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Making sense of multiple measurements of passenger satisfaction

Author

Listed:
  • Dussart, Aymeric

    (Vice President of Technology and Innovation, Aéroports de Montréal, Canada)

Abstract

It is not uncommon for airports today to have multiple channels to evaluate the satisfaction of customers. From the traditional paper-based fieldwork survey to feedback kiosks, or online monitoring of complaints and praise on social networks, airport operators have never had so many options available. Nevertheless, while these tools generate a lot of useful data and analytics, it is important to consider the exact usage that will be made of the new output before deploying them. This will limit the risk of ‘swimming in data,’ with its usual consequences: poor interpretation, perilous comparisons between different channels and unwanted results on customer experience.

Suggested Citation

  • Dussart, Aymeric, 2018. "Making sense of multiple measurements of passenger satisfaction," Journal of Airport Management, Henry Stewart Publications, vol. 12(1), pages 36-44, January.
    • Handle: RePEc:aza:jam000:y:2018:v:12:i:1:p:36-44
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    More about this item

    Keywords

    passenger experience; passenger satisfaction; service quality; performance measurement; research measurement;
    All these keywords.

    JEL classification:

    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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