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(4) strategies that airlines and/or airports can implement in order to improve the passenger experience

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(4) strategies that airlines and/or airports can implement in order to improve the passenger experience

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1. Delivering Quality Service

2. Creating a seamless journey

3. Creating a sense of place

4. Sustainability

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- Fluctuating passenger numbers
- The Subjectivity of experience

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Quality encourages customers to undoubtedly, will have postive impact on key perfomance indicators increase revenue and larger profit margins

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Richard Branson: Put Your Staff 1st, Customers 2nd, & Shareholders 3rd | Inc. Magazine

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 The Hierarchical model by Brady & Cronin (2001) 

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 The Hierarchical model by Brady & Cronin (2001) 

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This model shows better understanding about customer perception of service quality until today.

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(Ali Ramezani Ghotbabadi, Feiz and Baharun, 2015)

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A significant way for firms to understand their consumers' needs and wants is to measure the quality of the services they offer by analysing the experiences of consumers and customers.

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Some studies have found that service quality could play a critical role in achieving customer satisfaction, loyalty, and behavioural intentions. (Boonlertvanich, 2019)

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Service failure refers to the inability of a service to meet customer expectations (Sparks & Fredline, 2007)

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- All of these stakeholders have different requirements and objectives that must interact (Graham, 2003; Adey, 2008); thus the behaviour of any one of these depends on the behaviour of the others.

- With the increasing demand Global passenger traffic is expected to double by 2035, reaching 6 billion passengers (IATA)

Different types of passengers

•E.g. business vs leisure
•All have differing needs + time sensitivity

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Factors that Impact Passenger Experiences

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                                        Importance

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                                        Importance

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-       From an airport perspective, they are a vital player in the passenger experience. This is due to global growth in air travel. First is the increase in low-cost carriers, who have almost doubled their market share over the last 15 years. (Mazareanu, 2020)

-       Alternatively, for passengers' efficiency and smooth transitions from pre check in to boarding the aircraft

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There are a variety of activities and interactions that take place in an airport (terminal building) Popovic et al. (2010)