Utjecaj zadovoljstva putnika na poslovanje zračne luke

undergraduate thesis

• Title (english): Impact of Passenger Experience on Airport Business
• Author: Ljubiša Marić
• Mentor: Igor Štimac (mentor)
• Committee member: Ružica Škurla Babić (predsjednik povjerenstva)
• Committee member: Matija Bračić (član povjerenstva)
• Committee member: Sanja Steiner (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Transport); (Department of Air Transport); Zagreb
• Defense date and country: 2020-09-15, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Air Traffic

Abstract

Poslovanje zračne luke pod utjecajem je raznih faktora koji izravno i neizravno utječu na prihode. Kako su zračne luke ograničene po pitanju povećanja aeronautičkih prihoda, potrebno je voditi veću brigu o prihodima koje generiraju razne kategorije neaeronautičkih prihoda (engl. revenue streams). Zadovoljstvo putnika, odnosno pozitivno korisničko iskustvo utječe u najvećoj mjeri kao pojedinačni faktor za povećanje neaeronautičkih prihoda. Pored definicije korisničkog iskustva putnika i opće definicije zadovoljstva u radu su obuhvaćene i metode praćenja zadovoljstva putnika, te mjere koje poboljšavaju korisničko iskustvo i zadovoljstvo putnika. Utjecaj zadovoljstva putnika na prihode i brend zračne luke predočen je konkretnim analizama i primjerima utjecaja na neaeronautičke prihode zračne luke. Na kraju su prethodno analizirane spoznaje prikazane na primjeru strateškog brendiranja zračne luke Singapur Changi. U radu se koriste aktualne spoznaje i neovisni rezultati istraživanja stručnoj javnosti poznatih izvora istraživanja poput Međunarodnog udruženja zračnih luka (Airports Council International - ACI), Skytraxa ili konzultantske kuće DKMA.

Abstract (english)

The airport business operation is under influence of various factors which directly and indirectly affect revenues. As airports are limited in terms of increasing aeronautical revenues, more attention needs to be paid to revenues generated by various forms of non-aeronautical revenue streams. Passenger satisfaction, respectively a positive user experience, influences to the greatest extent as an individual factor for increasing non-aeronautical revenues. In addition to the definition of the term user experience of passengers and the general definition of satisfaction, methods of monitoring passenger satisfaction are also included in this paper, as well as measures undertaken that improve user experience and passenger satisfaction. The impact of passenger satisfaction on airport revenues and brand is presented by concrete analyses and examples of impact on airport non-aeronautical revenues. Finally, the previously analyzed findings are presented on the example of strategic branding of Singapore Changi Airport. The paper uses up-to-date knowledge and independent research results of sources known to the professional public, such as the Airports Council International (ACI), Skytrax or the consulting company DKMA.

• Keywords: korisničko zadovoljstvo putnika u zračnoj luci; metode praćenja zadovoljstva putnika; brend zračne luke; neaeronautički prihodi
• Keywords (english): customer satisfaction at the airport; methods of monitoring passenger satisfaction; airport brand; non-aeronautical revenue
• Language: croatian
• URN:NBN: urn:nbn:hr:119:690388
• Study programme: Title: Traffic and Transport; specializations in: Road Traffic and Transport, Railway Traffic and Transport, Water Traffic and Transport, Air Traffic and Transport, Postal Traffic, Information and Communication Traffic, Urban Traffic and Transport; Course: Road Traffic and Transport; Study programme type: university; Study level: undergraduate; Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) inženjer/inženjerka prometa (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) inženjer/inženjerka prometa)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2020-10-16 09:58:40