COMCEC 2015 TURTRANS 045 FINAL REPORT (DGCA)

Beside their study field and overall satisfaction surveys, project team also employed a web-spider software todetermine satisfaction level of the passengers from their comments on the world wide web. Following the data collection via web spiders, collected data was analyzed by Atlas.Ti comparative analysis software.code groups: Lower Rating, Neutral and Upper with the codes given in the below table to haveRating on the basis of the Skytrax ranking system. better insights about the comments and arriveOn the web page airlinesquality.com, all comments at meaningful conclusions by interpreting theare scored by commenters. The ranking system qualitative outputs.offers a range from 1 (most negative) to 10 (mostfavorable). All the comments were tagged with the Created codes and the relation among the codesrelevant ranking code between 1-10. The ranking and airports can be seen in the figure below.codes, as explained, grouped in to 3 code groups: Codes were separated into 5 groups:Lower Rating (less than 5), Neutral (5) and UpperRating (more than 5). By doing so, all comments were 1. Positive Variablesclassified. The word frequencies and mappings will 2. Negative Variablesbe presented in the finding section. 3. Ratings (1-10)The second phase, which is Coding Step, all 4. Lower Rating (1-4)comments were coded and thusly segmented 5. Upper Rating (6-10) 6. Neutral (5)101 www.comcec.org n www.shgm.gov.tr

Figure-61 Most used words in the positive comments (Among 398 Reviews about 6 airports, Rating >5)5.2. ABOUT FINDINGS F&B. For IST staff and que related topics are hot. For CGK que and shops; for KWI shops and ques are theAs the result of software-assisted data mining hottest topics. This count and frequency of words in the process, the most occurring words have been comments doesn’t indicate any negative and positive identified. By doing so the interest areas and priorities results. The purpose of this frequency search is to have of the passengers were depicted. In the figure below, a better insight about the priorities and interest areas the most used words in the positive comments are of the passengers. This will help during the comment presented in the form of word cloud. and recommendation processes. In the table, the occurrence of codes in all analyzed As it is stated, word frequency doesn’t give an exact comments and their distribution among the airports statistical conclusion. Therefore, with the codes, can be seen. all the reviews have been coded and segmented in order to reach a better understanding of the passengerIn Table-28, the most occurring word groups are given. complaints and perceptions. When the occurrence As it is seen in the table also, among approximately frequency of the codes is examined, it is found out 400 reviews, passengers mostly comment on que that most co-occurred codes are Congested and and relevant issues in general. When the airports Disorganized, which are the members of Negative are scanned separately, for DXB the first three topic Codes Group. When the statistical outputs are of passengers can be deemed as F&B. For DOH, it examined, it is found out that, 45% of the commenters can be stated as passengers mostly commented onwww.comcec.org n www.shgm.gov.tr 102

Word Percent DXB DOH IST CGK KUL KWIQueue/ques/queuing 6.90% 6.89% 6.46% 7.03% 7.93% 6.16% 6.56%Food/beverages/drink 6.27% 7.17% 10.15% 5.53% 2.87% 8.78% 3.01%Shop/shops/shopping 6.23% 6.34% 5.54% 5.11% 7.47% 7.56% 6.83%Personnel/staff/employees 5.39% 5.42% 6.09% 6.53% 2.18% 5.14% 5.74%Immigration/passport 3.54% 2.48% 1.85% 3.79% 6.09% 2.43% 4.92%Seating/seat/sit/sitting 3.48% 4.69% 4.61% 3.56% 1.38% 3.73% 1.91%Signs/signage 3.12% 3.68% 5.17% 2.79% 2.18% 3.64% 1.09%Wi-Fi/internet 2.97% 4.23% 4.61% 2.97% 1.15% 3.17% 0.55%Flight 2.53% 2.85% 2.95% 3.06% 1.61% 1.68% 2.46%Time 2.50% 3.22% 1.29% 3.06% 2.76% 1.40% 1.37%Gate/gates 2.35% 1.93% 3.69% 1.96% 2.18% 2.99% 2.46%Good/better/best 2.19% 1.84% 1.85% 1.87% 3.33% 2.24% 2.73%Check-in 2.12% 0.83% 0.55% 1.74% 3.68% 3.36% 3.28%Connectivity 2.11% 3.03% 3.69% 1.69% 0.69% 2.89% 0.55%Security 2.06% 1.47% 2.21% 2.42% 1.26% 2.71% 1.37%Long/longer/longest 1.80% 2.57% 1.29% 1.87% 1.49% 1.40% 1.64%Table-28 Most Occurring Words in All Comments (Percentage means the relative ratio among one unique airport’s review.)Most Occurred words, Que and similars The review of SkyTrax comments verified the importance of time and revealed the perception / priorities of passengers. It is believed that6,9% PMPI implementations will help airport operators to increase passenger satisfaction.Second most occurred words, F&B Analysis revealed that passenger comments are also concentrating on F&B issues. With a very small difference, shopping is the third priority in6,27% the comments. RATE Group DXB DOH IST CGK KUL KWI % Total % Total % Total % Total % Total % Total 1 18% 16% 27% 5% 10% 19% 2 Lower 16% 55% 8% 32% 20% 73% 15% 45% 10% 45% 38% 88% 3 16% 8% 20% 5% 20% 13% 4 4% 0% 6% 20% 5% 19% 5 Neutral 10% 10% 8% 8% 14% 14% 10% 10% 20% 20% 6% 6% 6 6% 4% 4% 30% 20% 6% 7 6% 8% 4% 5% 10% 0% 8 Upper 6% 35% 28% 60% 4% 12% 10% 45% 0% 35% 0% 6% 9 8% 8% 0% 0% 5% 0% 10 8% 12% 0% 0% 0% 0%Table-29 Most Occurring Words in All Comments (Percentage means the relative ratio among one unique airport’s review.)103 www.comcec.org n www.shgm.gov.tr

Comments in which “congested” and “disorganized” intersects: No Passenger Ratings more than 5 %15 Comments Including Both CodesAll Comments %85 88,46% 11,54% Passenger Ratings less than 5 Passenger Ratings equal to 5 0% Passenger Ratings more than 5 who complained about congestion also affirmed that the airport is unorganized.In the Table-29, the distribution of the user generated scores (ranks given in SkyTrax System) can be seen after the coding process. DOH has the best customer ratings since it mostly (60%) received 6 and more ratings by passengers. The benchmarking formulation also claims that the best PMPI score belongs to DOH. IST and KWI have the lowest ratings since 73% and 88% of the ratings are under 5 respectively. PMPIPwww.comcec.org n www.shgm.gov.tr 104

PMPI TimeSatisfactionDOH DXB KUL CGK TimeSatisfaction PMPI IST KWIPracticability www.comcec.org n www.shgm.gov.tr 105

PART-VIBest Practiceswww.comcec.org n www.shgm.gov.tr 106

107 www.comcec.org n www.shgm.gov.tr

BestPracticesOBSERVATIONS OFPROJECT TEAMInthe era of competition, important to the airline business for their kind consideration of like all other industries, but also for the economic growth other related authorities, since it aviation related businesses have of the country as a whole. is believed that the share of these to be more competitive due practices will have direct positive to its dynamic nature. A high- Although this study aimed to impact on the improvement of quality service has become a OIC airports while providing a requirement in the market among explore, observe and make cooperation platform among the airports and helps them to gain member states. and maintain customer loyalty. measurement about the Since service is not a physical item, Asit is explained in the but experience, service quality passenger movement -which introduction part of the is strictly linked to customer report, the ability to keep and satisfaction. is one of the most important direct the gravity center of air transportation contains very vital For being a well-known and highly passenger satisfaction factor-; and essential benefits not only preferred Hub and Spoke Airport for states but also for OIC as a (HUB), one of the most crucial during the field studies of the whole. It is also believed that to things is passenger satisfaction. take a joint action in such aviation With taking passenger facilitation Project team, some observed related issues will gain more into consideration, passenger power and strength to companies satisfaction could be a magnet best implementations regarding and states. for both business and leisure travelers. the passenger facilitations other Satisfied passengers are not only than processes are wanted to be imparted to other OIC Countries. It is believed that if these implementations would be followed by other airports, the passenger satisfaction thereby the preferability of the airports would be increased consequently. In this regard, the observed best implementations are shown belowwww.comcec.org n www.shgm.gov.tr 108

DOH DOH 12DOH DOHThe organization of taxi points are the best example in 2The signage system, display units andrelevant facilitation observed in study airports. There are manyinformative and assisting staff in the taxi point which is very screens are the best examples amongeasy to find by signage. Beside this, the Disney type que system the studied airports. The interface also provides easily visible information which1in the taxi waiting lounge is a very useful solution to reduce any are continuously being updated.congestion. Moreover, the staff informs the passengers aboutthe fees to be paid.109 www.comcec.org n www.shgm.gov.tr

DOH DOH34DOH DOHThere are free family spots and adjacent kid play 4Free internet station to open all class passengers andgrounds in the corridors after immigration near the very fast and easy accessible Wi-Fi among all airport.3gates. They are open to all class passengers as well. Comparative study indicated that internet is one of the leading priorities of passengers. Internet connection is believed to be a must for airports. DOH is a few steps beyond than other airports in such issues. DOH Near the gates there are free quite rooms separately for men and women. It was observed that this is one DOH of the common points of positive comments. Whilst there is not sufficient amount of seating in many airports, DOH provides these areas for passengers to5 5rest and even sleep.www.comcec.org n www.shgm.gov.tr 110

DOH 6DOHThe seating facilities open in DOH are the best examples observed during the project. It is not surprising that6DOH is one of the most satisfying airport for passengers. DXB In Terminal 3 of DXB the passport zone is adjacent to DXB Check in hall which can be a very good practice if it is also isolated with doors and organized with a good Disney type que to decrease the congestion. DXB, by doing so, eased the processes and the walking distances of the passengers radically. It was understood in the study that7 7the stress level of passengers is remarkably descended after completion of the immigration process. DXB DXB One of the best practice observed is the feedback 8boxes located in every corner of the terminals by DXB. There are many feedback points in the airport which are consciously designed to attract direct attention. Even if a passenger never uses this boxes, it creates a perception that the airport cares about its customers. 8 It is believed that this is a must for all airports. DXB example is a very decent implementation to lead other airports.111 www.comcec.org n www.shgm.gov.tr

DXB9DXBSimilar to DOH, in the entrance part of the terminals there are well-designed giant screens to inform the9passengers about the flight info and directions. DXB DXB10 The recycle bins within DXB reflects their 10environmental care. There are several recycling bins with in the airport, which are designed to attract the attention by their sizes. If the traffic in these airports and all the airports are taken into consideration, the meteoric amount of saving can be calculated. This can be even profitable in an airport which hosts 200 thousand passengers daily. DXB DXB11 11The most elegant and well-designed indoor smoking areas were observed in DXB. Although smoking is a bad habit, there are smoking passengers which must be taken into consideration with respect to passenger satisfaction and loyalty.www.comcec.org n www.shgm.gov.tr 112

DXB DXB 12 13DOH DOHA computer assisted visual 3d interface aimed 13The signage system in DXB is believed to be a best practiceto direct and inform passengers is a very smartimplementation to impress the passengers. since it is well designed and easily visible. Within theEven if most of the passengers don’t use such terminals of DXB, one can find his way easily without the need of asking. In addition, the height of the signboards is12devices, these technological attraction points very well calculated; not too high. This is one of the factorsincrease the impression level of passengers. which must be taken into consideration during the planning.113 www.comcec.org n www.shgm.gov.tr

KUL KUL14 15KUL KUL“Forest in the airport, Airport in the forest” KUL with a direct train system called KLIA Ekspres connectsThe concept of KUL and its implementation city center, KLIA2 terminal and The Main Terminal in minutes.inside the airport is itself an outstandingimplementation. The integration of the 15Regardless the traffic, it is less than 30 minutes to arrive at thenature with the airport and also the relationto Malaysia is a very smart attraction factor. airport from the city center. Moreover, there is a station in the city center which exclusively serves to passengers. Definitely,14The airport itself spacious and grand (KLIA2). there are some enhancements to be made which are discusses in the Recommendations section of this report. The similarBeside this, addition of spacious and nature implementations exist in DXB and IST. In DXB, with the metrooriented waiting areas definitely positively system which has a station in the airports, a passenger can reachaffect the perception of passengers. many points within the city. In IST, also there is a metro system inside the airport.www.comcec.org n www.shgm.gov.tr 114

PMPITimeSatisfaction115 www.comcec.org n www.shgm.gov.tr

www.comcec.org n www.shgm.gov.tr 116

117 www.comcec.org n www.shgm.gov.tr

RecommendationsINTERPRETATIONOF FINDINGS After the completion of coding and tagging process, all airports were examined and classified. In the table below, the most occurred codes for each airport can be seen.HAMAD INTERNDAXTBIONAL AIRPORT DUBAI INTERNDAXTIBONAL AIRPORTCODES % CODES %Long Walking Distance 36% Overall-Waiting-Time-Negative 39%Shopping-Positive 32% Congested 31%Overall-Waiting-Time-Negative 28% Staff-Negative 24%Cleanliness-Positive 28% Disorganized 20%Staff-Positive 24% Passport-Check-Negative 20%Organized 20% Shopping-Positive 20%KUALA LUMPUR INTDEXRBNATIONAL AIRPORT KUWAIT INTERDNAXTBIONAL AIRPORTCODES % CODES %F&B Negative 35% Disorganized 44%Long Walking Distance 30% Congested 38%Shopping-Positive 25% F&B Negative 38%Staff-Negative 25% Staff-Negative 38%Overall-Waiting-Time-Negative 20% Shopping-Negative 38%Cleanliness-Positive 15% Cleanliness-Negative 25%SOEKARNO-HATTADINXTBERNATIONAL AIRPORT ATATÜRK INTERDNXATBIONAL AIRPORTCODES % CODES %Congested 40% Staff-Negative 51%Disorganized 30% Congested 47%Overall-Waiting-Time-Negative 25% Disorganized 47%Cleanliness-Negative 25% WiFi-Negative 37%Staff-Positive 25% Overall-Waiting-Time-Negative 31%Signage-Negative 20% Cancellation/Delay Complaints 24%Table-30 The most occurring codes for each airport.www.comcec.org n www.shgm.gov.tr 118

PMPI HAMAD INTERNATIONAL AIRPORT Simplicity offers DOH is the most favorable airport among the studied airports with Best Efficiency its modern and new design. To reduce these complaints will Doha International Airport (DOH) has one mega terminal for all the contribute to the existing overallprocesses. The airport is designed to run all services under one roof with success of DOH. Even if only remote gates have unfavorable a multiple floors structure. influences, it must be taken into account that passengerHAMAD INTERNATIONAL spent. Especially, D and E gates satisfaction and loyalty are veryAIRPORT are perceived as far by many sensitive conceptions. passengers. In this respect, it isThe negative complaints about believed that to inform passengers Asidefrom this littleDOH are generally about the verbally during the check-in deviations,long walking distances which processes about the distances will DOH can be also shown as thereflects on the overall times best airports in OIC region with all enable passengers to schedule the implementations they have. CODES % And it is strongly believed that this experience and know-how ofLong Walking Distance 36% their time better. DOHA should be spread to other member airports. Shopping-Positive 32% Also, some additional warning Overall-Waiting-Time-Negative 28% messages can be included in 28% the signage related to remote Cleanliness-Positive 24% gates mentioned. As the PMPI Staff-Positive 20% and other findings indicates, OrganizedTable-31 DOH Leading Codes119 www.comcec.org n www.shgm.gov.tr

DUBAI INTERNATIONAL AIRPORT Busiest Airport speed up the relevant process and decrease the size of congestion in the world at the peak times. Another issue related to immigration cues which DXB (Dubai International Airport) is the world’s busiest airport by was observed several times is the international passenger traffic according to the ranking system of rude interventions of the staff toACI (Airports International Council). The total number of passengers the waiting queues.welcomed in DXB from March 2014 to March 2015 is over 71 million. It is believed that Terminal 3 is London GB (LHR) took the second rank with 68 million. positively discriminated probably since it is the main base of EmiratesDUBAI INTERNATIONAL at arrival. These complaints Airlines. Unfortunately, moreAIRPORT are particularly densifying on attention is needed in Terminal immigration issues. It is believed 1 and 2 regarding particularlyAccording to the findings of the that current structure is not cleanness and facilities. Othercomparative study, the most convenient to handle the existing terminals than Terminal 3 needscomplained topics are congestion traffic at peak times. some enhancements regardingand waiting time especially passenger facilitation factors. CODES % With reference to the majority being of both arriving and Overall-Waiting-Time-Negative 39% departing passengers are 31% noncitizens of GCC region as Congested 24% the nature of the region, the Staff-Negative 20% allocation of the immigration Disorganized 20% booths can be reviewed to Passport-Check-Negative 20% Shopping-PositiveTable-32 DXB Leading Codeswww.comcec.org n www.shgm.gov.tr 120

KUALA LUMPUR INTERNATIONAL AIRPORTKUALA LUMPUR Airport in the forestINTERNATIONAL AIRPORT Forest in the airportWith new KLIA2, KLIA glitters with very new andinnovative implementations.However, the distance between DXB When landing, passengers are welcomed by a large green spacethe two terminals (Main Terminal which suits its concept very well. KUL has cooperated with Forestand KLIA 2), even if there is a direct Research Institute of Malaysia to transplant a rain forest in the Satellitetrain system connecting both in Building.less than 3 minutes, is a matter forpassengers. The comments and connected flights, a passenger F&B points are very insufficient. landed in the Main Terminal has It is believed that new F&B pointsaccordingly the interviews show to use the rail system to be able should be added in this area with to arrive at KLIA2. It is believed different budget options.that this distance have negative that for the connected flights, free train ticket can be provided to the In 25% of KLIA comments inimpact on passengers’ perception passengers which will have a direct airlinequality.com, passengers complain about the attitudeof service quality. In addition, impact on their satisfaction. of the staff. Unfortunately, our observations support thisto be able to move between nuisance. The attitude of the stafftwo terminals passengers haveto purchase tickets. For the CODES %F&B Negative 35% Another, topic for KLIA is, as itLong Walking Distance 30% is stated in Table 28, related toShopping-Positive 25% F&B services. Although there towards passengers questionable.Staff-Negative 25% are many food and beverage It is believed that MAHB will solve Overall-Waiting-Time-Negative 20% opportunities in Gateway@ this problem by their training 15% KLIA2 (shopping mall), after policies. Cleanliness-Positive immigration; the number ofTable-33 KUL Leading Codes121 www.comcec.org n www.shgm.gov.tr

KUWAIT INTERNATIONAL AIRPORTKUWAIT INTERNATIONAL too small and insufficient. It is is difficult. There aren’t enoughAIRPORT believed that the display screens options for transportation. are also to be changed. Moreover, the impolite andThe first impression of the project inconvenient attitudes of taxi drivers and taxi-touts wereteam is the gloomy and chaotic observed during the study. This inconveniency seems to bestructure of the old terminal Insufficient seating both in the sourced by the monopoly powerbuilding. The new airport project curbside and sterilized areas is of the taxi drivers. The airportis believed to be accelerated in another bottleneck. The same management can be enlightenedorder to eliminate the dissatisfying insufficiency was observed in the with the relevant best practicesfactors. It is believed that the F&B areas. It is believed that, as implemented in KUL, CGK andcurrent condition of the facilities is stated in the first paragraph, the DOH. In DOH, there are severalnot convenient at all. conditions of the existing airport assisting staff to help passenger s to get on the taxi and inform theAside from being chaotic are far from meeting the needs. passengers about the fee to be and old, the shopping mall Thus, the shift to the new airport paid.located adjacent to the airport is vital.building triggers the passengers’ The immigration process for theperception of congestion. It has Kuwait, as one of the most arriving passengers seems tobeen observed that the signage attractive city in the Gulf Region for be a struggle. There are not visibleof mall and airport are interwoven expats, needs new and additional explanations or signage about thewhich mislead the passengers. lounges. Kuwait is highly visited processes. It is strongly believedMoreover, the delayed updates for business purposes but the that in order to reduce the timein the informative screens is insufficiency of lounges elicits spent and decrease the size ofserving to mentioned congestion contradiction. the queues, new technological refurbishments can be adaptedby confusing the passengers. In Another deficiency of the in particularly to immigrationaddition, the display screens are airport is the staff. It is process such as biometric border control systems (iris-scanner).CODES % believed that the staff must beDisorganized 44% trained to be more organizedCongested 38% and proactive for the troubles among passengers which mayF&B Negative 38% be sourced as the result of theStaff-Negative 38% congestion. Shopping-Negative 38% The accessibility of the Cleanliness-Negative 25% airport to/from city centerTable-34 KWI Leading Codeswww.comcec.org n www.shgm.gov.tr 122

ATATÜRK INTERNATIONAL AIRPORTATATÜRK INTERNATIONAL unorganized airport. Regarding theAIRPORT condition of the airport, it seems that till the opening of the newWith the old structure, IST is airport, these problems cannot bereceiving complaints and it will cleared off. One suggestion can becontinue till the opening of the diverting some slots or transferrednew airport in Istanbul. Especially flights to the nearer airports, butthe limited capacity of runways this is completely another topiccauses delays in the majority of which requires other operationalarriving and departing flights. and financial analysis.It was seen that this delays andsometimes cancellations have adirect and sharp negative impact Beside the congestion and Figure-62 An Implementation Abouton the perception of passengers. related bottlenecks like Passenger Satisfaction Effort inIn addition, capacity of the the time measurements, the Orlando International Airportinternational terminal building is most outstanding problem innot sufficient to meet the traffic IST is the attitude of the staff Research team directly reportedlike the runways which results in towards passengers. Most of the the incident to Turkish DGCA. Incongestions. comments about IST involves addition, during the surveys in immigration zones, many similarIt is believed that the congestion complaints about staff. Sadly, complaints were received.triggers the perception of the observations of the research team are likewise. With respect to It is believed that a new training program focusing on eliminating CODES % the location advantage of IST, these attitudes must be scheduled research experts conducted by related institutions as soon asStaff-Negative 51% several studies in different possible.Congested 47% dates to be able to improve Another, common complain about IST is the Wi-FiDisorganized 47% and verify the formulation. connection. In the airport, there is a free wife service limited to 15 WiFi-Negative 37% During these study visits, Overall-Waiting-Time-Negative 31% research experts witnessed Cancellation/Delay Complaints 24% unfortunate incidents relevantTable-35 IST Leading Codes to bad attitudes of the staff.123 www.comcec.org n www.shgm.gov.tr

Bridging the ContinentsIST (Atatürk International Airport) was ranked as the 13th by overall passenger traffic (Domestic and International) according to the ranking system of ACI (Airports International Council) in 2014. IST achieved a 10.7 % increase in the total passenger volume between 2013 and 2014, with its perfect location bridging the continents.minutes. All airports visited except to allocate more informative related to miscommunicationIST have free Wi-Fi services with staff in the both curbside and were witnessed by the researchminimum 6 hours’ limitations. sterilized areas. The advantages team. As it is seen in the figure,37% of all IST comments contains of informative and assisting staff in Orlando International Airport,complaints about Wi-Fi service. have been observed well in DOH there is a satisfaction survey and DXB. It is obvious that the about the attitudes of securityThe informative screens are incomes of this human resource staff. It is believed that this kindnot sufficient and the size of allocation will surpass its costs. of implementation in IST andthe screens are smaller when other airports will alleviate thecompared to other studied Related to the staff complaints relevant complaints and helpairports. During the observations, about being rude, one of the management to betterit has been seen that majority of the most common complaints comprehend the situation.the passengers have difficulties to peculiar to IST about the languageread the screens. It is believed that insufficiency. It was observed and In order to reduce the timethe screens or the visual interfaces also revealed in the comparative spent and decrease the size ofmust be updated accordingly. research that majority of the staff the queues, new technological is incapable of communicating refurbishments can be adaptedAnother bottleneck is that with foreign passengers. In an in particularly to immigration there is no sufficient staff to international hub such as IST, this is process such as biometric borderassist the passengers. It is strongly an unacceptable situation. During control systems (iris- scanner).suggested to airport management the observations, many incidentswww.comcec.org n www.shgm.gov.tr 124

PMPI SOEKARNO-HATTA INTERNATIONAL AIRPORTSOEKARNO-HATTA 30% contains disorganization in studied airports. According toINTERNATIONAL AIRPORT the airport. the observations, the check in counters are not well designed.During the observations the Especially the narrow structure All the check in counters are first perceived constriction of the curbside area with located by leaning the wall as was the insufficiency of the a one line. The structure of the cues with the structure of theseating. However, the comments very insufficient seating capacity long check in desks create a more crowded and unorganizedin SkyTrax indicates that the triggers the perception of view. The most crowded check- in lines were observed in thisfirst deficiency according to the congestion and disorganization. airport. The structuring of the check in counters and linescommenters is congestion and Moreover, the security stations should be reviewed by the airport management.accordingly disorganization of located between curbside area It is also believed that thethe airport. When the first codes corridors (which are open to facility areas in general such as escalators, security checkin the comparative study results general public) are increasing points, luggage conveyor belts are outdated and need to beare examine, it is revealed that the congestion in the airport. renovated or refurbished.the main bottleneck of the airport Especially during the peak hours,is the congestion. Almost half this negation is being felt more byof the CGK comments contains passengers. In addition, duringcomplaint about congestion, and the peak hours, for passengers CODES % it is difficult to move throughCongested 40% the curbside corridors whileDisorganized 30% carrying baggage or trolley.Overall-Waiting-Time-Negative 25% The seating capacity is oughtCleanliness-Negative 25% to be increased. Staff-Positive 25% The amount of signage is Signage-Negative 20% also low comparing to otherTable-36 CGK Leading Codes125 www.comcec.org n www.shgm.gov.tr

GeneralRecommendationsIDEASAT THE END OF THE STUDY.The observations and measurement during the The settlement of such a team which makes field studies showed that the surveys and close observations, surveys on satisfaction levels andinterest to passengers have very positive effects measurements regarding the PMPI will contributeon passengers’ perception. During the surveys, to the continuous improvements. Even if a team ofunexpected descend reactions were received from the 10 members conduct 100 surveys daily, it will createmajority of surveyed passengers. In this manner, it is more than 3,000 surveys which is a very adequatebelieved that a satisfaction survey team permanently amount for meaningful outputs. This will also provideemployed in the airports conducting continuous and an opportunity to the management to conductregular surveys among the passengers may play a comparative analysis between time periods (annual,very prominent role in: seasonal, monthly etc.).1Determining the bottlenecks of the airport by The members should accompany the selected surveys and observations passengers through all the processes like check- in, password etc. from the entrance to the boarding2Determining the obstacles in routine facility gate and make time-based measurements accordingly. operations Doing so, an integrality of measurements can be established for more specific and accurate results. Also,3Measuring the priorities and complaints of in the mid and long term it will affect the passengers’ passengers exclusive to the relevant airports. perception positively regarding “word-of- mouth”.The settlement of PMPI Teams in Airports is believed to have direct positive impacts on sustainable passenger satisfaction and brig results in short terms.www.comcec.org n www.shgm.gov.tr 126

It is believed that all the statistics related to aforementioned processes and other operations such as:1Average waiting time for all processes respectively2Average baggage waiting times and lost luggage data3Walking distances, durations and relevant improvement when made A passenger who will use the airport must be able to see all durations and relevant information in “Pre- Flight Sections” of the official website of the airport.127 www.comcec.org n www.shgm.gov.tr

Next StepFurther StudiesIt has been mentioned above that, this study aims to score and benchmark theairports regarding the time spent by passengers for each procedure.To enhance this Index (PMPI) and make it a more generic by further studies;AThe sample size for the processes EDifferent variables such as number of and surveys can be increased to passengers per year, terminal area, enhance the robustness of the other variables regarding airport benchmark formula, operations/efficiency (connectivity, delay, luggage lost, etc.) etc. may be added to theBThe measurements may be done formula. several times during the year and in different days of the week to reduce FA segmentation-classification ratings the seasonality effects, can be generated for different intervals of PMPI Scores (i.e.; 90-100 A, 80-90 B)CDifferent airports (with low-medium- measurements can be established for more high passenger traffic) may be specific and accurate results. Also, in the mid observed and data collected can be and long term it will affect the passengers’ used for generating benchmarking formula perception positively regarding “word-of- to improve the coverage of the PMPI formula, mouth”.DThe importance level of processes may be derived from regression analysis,www.comcec.org n www.shgm.gov.tr 128

129 www.comcec.org n www.shgm.gov.tr

REFERENCES1. AIRPORTS COUNCIL INTERNATIONAL. 2000. Quality of service at Airports: Standards & Measurements.Geneve: ACI World Headquarters.2. ASHFORD, N. 1988. Level of Service Design Concept for Airport Passenger Terminals: A European View.Transportation Research Record 1199. Washington D.C.:National Research Council, p. 19-32.3. BANDEIRA, M., CORREIA, AR., and Wirasinghe, SC. 2007. Degree of Importance of Airport Passenger TerminalComponents and their Attributes. In: Proceedings of the 11th Annual World Conference – Air Transport ResearchSociety (ATRS), Berkeley, CA.4. CORREIA, AR. 2005. Evaluation of level of service at airport passenger terminals: individual components andoverall perspectives. Ph.D. Thesis, University of Calgary, Canada.5. Eboli, L., Mazzulla, G., 2009. An ordinal logistic regression model for analyzing airport passenger satisfaction.EuroMed J. Bus. 4 (1), 40e57.6. Fodness, D., Murray, B., 2007. Passengers’ expectations of airport service quality.7. Geneve: International Air Transport Association. INFRAERO.2000. Aeroporto Internacionalde São Paulo/ Guarulhos, GUA-GRL-900, RE-512/Rn.8. George, B.P., Henthorne, T.L., Panko, T.R., 2013. ASQual: measuring tourist perceived servicequality in an airport setting. Int. J. Bus. Excell. 6 (5), 526e536.9. Gkritza, K., Niemeier, D., Mannering, F., 2006. Airport security screening and changingpassenger satisfaction: an exploratory assessment. J. Air Transp. Manag. 12 (5), 213e219.http://dx.doi.org/10.1016/j.jairtraman.2006.03.001.10. GOMES, LFAM. et al. 2004. Tomada de Decisões em Cenários Complexos: Introdução aosMétodos Discretos do apoio Multicritério de Decisão. São Paulo: Ed. Thomson.11. Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E., 2009. Multivariate Data Analysis. PrenticeHall, New Jersey.12. Hazel, R.A., Blais, J.D., Browne, T.J., Benzon, D.M., 2011. ACRP Report 19A: ResourceGuide to Airport Performance Indicators. Washington.13. Jeon, S., Kim, M.S., 2012. The effect of the services cape on customers’ behavioral intentionsin an international airport service environment. Serv. Bus. 6 (3), 279e295.14. Johnston, R., 1995. The determinants of service quality: satisfiers and dissatisfiers.15. MULLER, C. AND GOSLING, GD. 1991. A Framework for evaluating level of service forAirport Terminals. Transportation Planning and Technology, vol. 16, p. 45- 61.16. Omar, O., Kent, A., 2001. International airport influences on impulsive shopping: trait andnormative approach. Int. J. Retail Distrib. 29 (5), 226.17. Oxford Economics (Data Tools)18. Pakdil, F., Aydın, O€., 2007. Expectations and perceptions in airline services: an analysisusing weighted SERVQUAL scores. J. Air Transp. Manag. 13 (4), 229e237.http://dx.doi.org/10.1016/j.jairtraman.2007.04.001.www.comcec.org n www.shgm.gov.tr 130

19. Park, J.W., Jung, S.Y., 2011. Transfer passengers’ perceptions of airport service quality: a casestudy of Incheon International Airport. Int. Bus. Res. 4 (3), 75e82.http://dx.doi.org/10.5539/ibr.v4n3p75.20. Perelman, S., & Serebrisky, T. (2010). Measuring the Technical Efficiency of Airports in LatinAmerica. Policy Research Working Paper 5339, 1-35.21. SAATY, TL. 1980. The Analytic Hierarchy Process. New York: McGraw-Hill.22. Seyanont, A., 2012. Passengers’ perspective toward airport service quality at SuvarnabhumiInternational Airport. J. Soc. Transp. Traffic Stud. 3 (3), 32e41.23. Sutia, S., Sudarma, M., & Rofiaty D. (2013). The Influence of Human Capital Investment, Leadership andStrategic orientation on Airport Performance. International Journal if Business and Management Invention, 2,26-32.24. Tenge, M. (2012). Social software platforms as motor of operational airport efficiency? - A conceptualframework. New Challenges of Economic and Business Development, 1–10.25. Thrane, C., 2005. How to present results from logistic regression analysis in hospitality and tourism research.Tour. Hosp. Res. 5 (4), 295e305. http://dx.doi.org/10.1057/palgrave.thr.6040029.26. Tseng, K. J., Ho, J. F., & Liu, Y. J. (2008). A study on the performance evaluation of major international airportsin the world. Journal of Modelling in Management, 3, 71–81. http://dx.doi.org/10.1108/1746566081086038127. Vasigh, B., & Gorjidooz, J. (2006). Productivity analysis of public and private airports: a causal investigation.Journal of Air Transportation, 11, 144-163.28. Wilson, A., Zeithaml, V.A., Bitner, M.J., Gremler, D.D., 2012. Services Marketing: Integrating Customer Focusacross the Firm, second ed. McGraw-Hill, Berkshire. Yeh, C.-H., Kuo, Y.-L., 2003. Evaluating passenger servicesof Asia-Pacific interna- tional airports. Transp. Res. Part E: Logist. Transp. Rev. 39 (1), 35e48. http://dx.doi.org/10.1016/S1366-5545(02)00017-0.29. Winer, B. J. (1962). Statistical principles and experimental design. New York, NY: McGraw- Hill.30. Wu, H. C., & Hsu, F. S. (2012a). A multi-dimensional and hierarchical model of service quality in the gamingindustry. International Journal of Tourism Sciences, 12(3), 90e118.31. Wyman, O. (2012). Guide to airport performance measures. Airports Council International. Montreal: OliverWyman Inc.32. Yoo, B. & Donthu, N. (2001). Developing a Scale to Measure the Perceived Quality of an Internet ShoppingSite (SITEQUAL). New York: Hofstra University.33. Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service Quality Delivery through Web Sites: ACritical Review of Extant Knowledge. Journal of the Academy of Marketing Science. 358–371.http://dx.doi.org/10.1177/00920700223691134. Zhang, B., Wang, J., Liu, C., & Zhao, Y. (2012). Evaluating the technical efficiency of Chinese airport airsideactivities. Journal of Air Transport Management, 20, 23–27. http://dx.doi.org/10.1016/j.jairtraman.2011.10.00735. Zidarova, E.D., Zografos, K.G., 2011. Measuring quality of service in airport passenger terminals. J. Transp.Res. Board 2214, 69e76.131 www.comcec.org n www.shgm.gov.tr

www.comcec.org n www.shgm.gov.tr 132

PROJECTCOORDINATOR Ali Nehir YÜCEL PROJECTEXPERT Alper AKBAŞ PROJECTEXPERT Doruk TUNAOĞLUDesign and MakeUp by Alper AKBASPROJECTCONTACTPERSON Batın ŞİMŞEK133 www.comcec.org n www.shgm.gov.tr

n www. shgm.gov.tr