 Fuzzy inference system for forecasting non-aeronautical revenues considering the customer experienceLenice M. Silva, Michelle C.G.S.P. Bandeira, Giovanna M.R. Borille, Gomes, Rogéria A. and Guimarães, Lamartine N.F. Journal of Air Transport Management, 2024, vol. 118, issue C Abstract: Non-aeronautical revenues are associated with commercial activities at the airport, in which the fundamental factor in managing these revenues is the customers’ experience. This study numerically analyzed the influence of passenger satisfaction and waiting time on consumption made in the commercial facilities of the Airport Passenger Terminal, operating predominantly with domestic flights. This research was made through a structured questionnaire and the passengers in the airport to support the definition of the behavior of the Fuzzy Inference System. The results show that the greater the passenger satisfaction and waiting time, the greater the chances of significantly shopping. Furthermore, this study presents fuzzy modeling of a rule-based computational intelligence system capable of forecasting non-aeronautical revenues referring to shopping and dining experience, with significant contributions to the literature and airport management. Keywords: Fuzzy inference system; Passenger satisfaction; Waiting time; Consumption; Non-aeronautical revenue; Customer experience (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:118:y:2024:i:c:s0969699724000607 DOI: 10.1016/j.jairtraman.2024.102595 Access Statistics for this article Journal of Air Transport Management is currently edited by Anne Graham More articles in Journal of Air Transport Management from Elsevier |
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