Guidebook for Conducting Airport User Surveys (2009) / Chapter Skim
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Pages 1-6
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Some airport user attributes are not directly observable and some statistics are not routinely collected. Airport user surveys are the only way to obtain information of this type, examples of which include air passenger characteristics, customer satisfaction with airport facilities and services, ground access trip origins, and use of ground transportation modes.
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These aspects include defining the population of interest to be surveyed, developing a sampling strategy and sampling plan, and addressing issues involving the design and wording of the survey questionnaire. Consideration needs to be given to ways to maximize response rates, including explaining the purpose of the survey to potential respondents and having field staff wear identification badges and distinctive attire that indicates that the survey is an officially sanctioned activity.
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Air Passenger Surveys Air passenger surveys are the most common type of airport user survey, but they involve many complex issues that need careful consideration if the results are to be useful and accurate. The more important issues include whether to interview passengers or use selfcompleted questionnaires, where to perform the survey, when to perform the survey and for how long, and how large a sample size is required.
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Other considerations include arranging for the use of a field office where equipment and supplies can be stored, and data downloaded from electronic data collection devices if these are used, as well as arrangements for pre-testing the survey questionnaire, selecting and training field staff, and performing pilot tests to identify potential problems with the survey logistics. Groundside surveys of vehicle occupants form a special type of air passenger survey that can be used to obtain detailed information for planning airport groundside facilities.
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These surveys collect detailed information on the performance of airport concessions by having survey staff make anonymous purchase and return transactions and subsequently complete an assessment questionnaire that evaluates the quality of the customer service and other attributes of the concessions. Surveys of Area Residents Most surveys of area residents are conducted to obtain information for marketing and airport planning purposes, particularly studies that explore the use of different airports by local residents in situations where they have a choice of airport.
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The advent of automated truck-tracking capabilities through the introduction of Intelligent Transportation Systems programs and weigh-in-motion systems at truck inspection stations may provide useful information in certain corridors that can be combined with other survey data to better understand air cargo flows, although this aspect is not well understood and could benefit from future research. 6 Guidebook for Conducting Airport User Surveys
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