Customer satisfaction on facility services in terminal 2 of Tampere Airport
Chumakova, Anastasia (2014)
Tampereen ammattikorkeakoulu
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201405066053
https://urn.fi/URN:NBN:fi:amk-201405066053
Tiivistelmä
The main goal of this thesis was to find appropriate solutions to problems which are related to facility services in terminal 2 of Tampere Airport. Customer satisfaction survey is an effective tool to inquire what customer really needs and expects. Therefore measuring the level of customer satisfaction on terminal facilities was an objective for this research. Suggestions for improvements was proposed based on the results of survey and used theories.
Researchers use various methods to evaluate customer satisfaction on service which is offered to client. This particular case was conducted with quantitative research method. Online questionnaire was used for data collecting. Statistical information was processed with MS Excel software and analyzed using SERVQUAL technique and theory which is related to airport terminal characteristics and technical requirements.
The level of customer satisfaction on terminal facilities was poor. Results of the survey ascertained that facilities’ size, level of comfort in premises and obsolescence of interior were parameters that customers were mostly displeased with. There were also some not that acute problems related to cleanness of facilities, its safety and signage that allow passengers to easily orientate between zones of terminal.
Suggestions that were provided at the final part of the thesis concentrate on adapting terminal facilities to the needs of passengers. The list of recommendations covers all aspects that caused passengers’ dissatisfaction on facility services. Special attention was paid to size of premises and interior refreshment.
Researchers use various methods to evaluate customer satisfaction on service which is offered to client. This particular case was conducted with quantitative research method. Online questionnaire was used for data collecting. Statistical information was processed with MS Excel software and analyzed using SERVQUAL technique and theory which is related to airport terminal characteristics and technical requirements.
The level of customer satisfaction on terminal facilities was poor. Results of the survey ascertained that facilities’ size, level of comfort in premises and obsolescence of interior were parameters that customers were mostly displeased with. There were also some not that acute problems related to cleanness of facilities, its safety and signage that allow passengers to easily orientate between zones of terminal.
Suggestions that were provided at the final part of the thesis concentrate on adapting terminal facilities to the needs of passengers. The list of recommendations covers all aspects that caused passengers’ dissatisfaction on facility services. Special attention was paid to size of premises and interior refreshment.