Making sense of multiple measurements of passenger satisfaction

Aymeric Dussart
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Aymeric Dussart: Vice President of Technology and Innovation, Aéroports de Montréal, Canada

Journal of Airport Management, 2018, vol. 12, issue 1, 36-44

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.

Keywords: passenger experience; passenger satisfaction; service quality; performance measurement; research measurement (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2018
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