Improving Terminal Design to Increase Revenue Generation Related to Customer Satisfaction (2014) / Chapter Skim
Currently Skimming:
Pages 90-97
The Chapter Skim interface presents what we've algorithmically identified as the most significant single chunk of text within every page in the chapter.
Select key terms on the right to highlight them within pages of the chapter.
From page 90... ...
90 This chapter discusses the human engineering factors that encompass human behaviors and the emotional processes behind them as pertaining to passenger purchases at airport terminals. Analyzing these human engineering factors has revealed a distinct set of needs and priorities for airport customers based on changing needs at various times during their visits.
|
From page 91... ...
Human Engineering Considerations 91 4.1.1.1 Business Travelers Business travelers plan the least amount of time for their airport visit and are most familiar with the offerings available at the airport. As such, they will explore the airport less, and their retail and food spending is commonly planned (if not outright restricted by per-diem and receipt-keeping restraints)
|
From page 92... ...
92 Improving Terminal Design to Increase Revenue Generation Related to Customer Satisfaction Open sightlines to baggage drop and clear signage to security also alleviates these top sources of anxiety. Landside, passengers spend the majority of their time at check-in.
|
From page 93... ...
Human Engineering Considerations 93 4.1.3.1 First Destinations Universal behavior at transit hubs (for example, airports and train stations) nearly always involves passengers looking to establish their bearings.
|
From page 94... ...
94 Improving Terminal Design to Increase Revenue Generation Related to Customer Satisfaction existing behavior by including tables at the gates would increase passenger comfort and satisfaction. The human behavior factors that cause passengers to wait at the gate may be the same ones that drive passengers to consistently check the departure board as soon as they enter; passengers feel the need to track their flight statuses and complete all required tasks.
|
From page 95... ...
Human Engineering Considerations 95 4.1.4 Planning for the "Backward Stroller" When considering human factor engineering, airport operators face a unique challenge of needing to provide space that is accessible to people who are unaware of their personal space. Passengers are often pulling a "backward stroller" of luggage behind them.
|
From page 96... ...
96 Improving Terminal Design to Increase Revenue Generation Related to Customer Satisfaction Another problem in food service establishments came from menu boards that were often not complete (or simply not offered) , which confuses the ordering process and further elongates the queue.
|
From page 97... ...
Human Engineering Considerations 97 options should be easily portable -- to the train, to the city, the taxi ride to the hotel, or the drive home -- as well. 4.2 Conclusion The more airport terminal design reduces anxiety and uncertainty among airport customers, the more customers are open to the idea of exploring food service and retail offerings, resulting in increased sales and ultimately, additional revenue.
|
Key Terms
This material may be derived from roughly machine-read images, and so is provided only to facilitate research.
More
information on Chapter Skim is available.