Boc, K.; Štimac, I.; Pivac, J.; Bračić, M. An Empirical Investigation: Does New Airport Terminal Infrastructure Improve the Customer Experience? Sustainability2023, 15, 13188.
Boc, K.; Štimac, I.; Pivac, J.; Bračić, M. An Empirical Investigation: Does New Airport Terminal Infrastructure Improve the Customer Experience? Sustainability 2023, 15, 13188.
Boc, K.; Štimac, I.; Pivac, J.; Bračić, M. An Empirical Investigation: Does New Airport Terminal Infrastructure Improve the Customer Experience? Sustainability2023, 15, 13188.
Boc, K.; Štimac, I.; Pivac, J.; Bračić, M. An Empirical Investigation: Does New Airport Terminal Infrastructure Improve the Customer Experience? Sustainability 2023, 15, 13188.
Abstract
: Airports are often the centers driving economic development of the local community in which they are located and have a significant impact on the national economy. Therefore, the infrastructural development of the airport is of great importance. On the other hand, passengers are becoming more experienced, more informed and more demanding in achieving their own satisfaction related to the level of quality of the service provided. The new airport infrastructure has an impact on improvement of customer experience, but with the assumption that certain physical and operational conditions are met. The research found that, in addition to the facilities that are part of the passenger operations, passengers pay significant attention to the commercial facilities, design and ambiance of the passenger terminal. It can be concluded that with the new airport infrastructure development such as passenger terminal, a wow effect at the customers will be achieved, but that only right design of ambient, simplified passenger flows and organization of commercial areas with a diverse offer and acceptable prices will ensure long term customer satisfaction and that the experience gap remains positive and sustainable.
Engineering, Transportation Science and Technology
Copyright:
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
