Increasing commercial service demand by offering technology support for customers
Hankivuo, Salla (2015)
Hankivuo, Salla
2015
Materiaalitekniikan koulutusohjelma
Teknisten tieteiden tiedekunta - Faculty of Engineering Sciences
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Hyväksymispäivämäärä
2015-10-07
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:tty-201509241609
https://urn.fi/URN:NBN:fi:tty-201509241609
Tiivistelmä
As the price competition in the aviation market between airlines and airport operators has increased, airport operators have focused their actions on the non-aviation side to attract profits. The commercial services of the airports provide opportunities for airport operators to increase their profitability. This research focuses on the non-aviation part of the airport business activity. Transfer passengers are chosen to be the target group due to their potential quantitative growth in the future.
The literature review of this thesis represents the main occurrence of service demand, previous ways to increase the service demand and, further alternative ways to increase service demand. The service demand literature review also clarifies different ways to increase service demand at the airport environment. An airport creates a unique retail environment having a multicultural environment with its passengers who have different preferences and consumer habits. In the empirical section, a field test is performed in an actual operational environment. A portable mobile phone pilot examines a flight passenger’s alternative way to increase personal time and movement within the terminal by liberating them from the power socket.
According to the research results, increased personal time, a versatile mixture of services, good perceived value and low stress levels at the airport have an influence on increased spending. Additionally, passenger characteristics and flight destinations have an effect on service demand and revenue. If the airport can be seen as a shopping destination, the share of pre-planned purchases increases.
The literature review of this thesis represents the main occurrence of service demand, previous ways to increase the service demand and, further alternative ways to increase service demand. The service demand literature review also clarifies different ways to increase service demand at the airport environment. An airport creates a unique retail environment having a multicultural environment with its passengers who have different preferences and consumer habits. In the empirical section, a field test is performed in an actual operational environment. A portable mobile phone pilot examines a flight passenger’s alternative way to increase personal time and movement within the terminal by liberating them from the power socket.
According to the research results, increased personal time, a versatile mixture of services, good perceived value and low stress levels at the airport have an influence on increased spending. Additionally, passenger characteristics and flight destinations have an effect on service demand and revenue. If the airport can be seen as a shopping destination, the share of pre-planned purchases increases.