Guidebook on Conducting Airport User Surveys and Other Customer Research (2021) / Chapter Skim
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Airports serve a wide range of customers and users and conduct various types of customer research to better understand the characteristics, needs, and satisfaction of these users. This guidebook is intended to provide guidance to airport managers and staff, as well as others interested in airport customer research, on the various customer research techniques available and how to effectively apply these techniques to conduct customer research.
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2 Guidebook for Conducting Airport User Surveys and Other Customer Research household income, ground transportation mode use, and how air travelers spend their time in the passenger terminal. Other potential applications of customer research include assessing how many airport users can be expected to take advantage of proposed new services or facilities.
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Introduction 3 aircraft. The terms "landside" and "airside" are also sometimes used to refer to the areas of the passenger terminal before and after security screening.
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4 Guidebook for Conducting Airport User Surveys and Other Customer Research reduce transmission of the virus. Thus, while the guidebook largely addresses pre-pandemic research conditions and norms that could reasonably be expected to return in large measure when the outbreak is brought under control, it also considers ways in which practices have been modified to reflect pandemic conditions.
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Introduction 5 representatives, and detailed discussions with selected airports regarding their current customer research and survey practices. These discussions took the form of six case studies and two focus groups discussions.
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6 Guidebook for Conducting Airport User Surveys and Other Customer Research 1.5 How to Use the Guidebook This guidebook was developed to serve a variety of users -- from airport managers and staff to researchers, consultants, and others, as noted in Section 1.5.1. To address this diverse audience, the guidebook was developed to serve as a resource document that could be consulted chapter by chapter to address specific questions rather than a narrative report that should be read from cover to cover.
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Introduction 7 TOPIC ICON Purpose of the survey and data to be collected Survey methodology Sampling approach Questionnaire wording and length Measures to obtain and enhance responses Survey budget Table 1-2. Icons used in the guidebook.
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