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Punta Cana International Airport Annual Visitors Exit Survey

Punta Cana International Airport Annual Visitors Exit Survey. Dr. Rich Harrill Dr. Brian J. Mihalik. The Survey. 37 questions to evaluate airport satisfaction 18 questions to evaluate vacation satisfaction and vacation decision making Demographic information. Our Sample.

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Punta Cana International Airport Annual Visitors Exit Survey

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  1. Punta Cana International AirportAnnual Visitors Exit Survey Dr. Rich Harrill Dr. Brian J. Mihalik

  2. The Survey • 37 questions to evaluate airport satisfaction • 18 questions to evaluate vacation satisfaction and vacation decision making • Demographic information

  3. Our Sample • Surveyed Wednesday, May 12th, 2010 through Sunday, May 16th, 2010 • 1,387 total surveys collected • We believe we had a high response rate (≈75%)

  4. The Population • 54% female • 53% college graduates • 63% classified as professional / managerial • 38 years old on average and evenly distributed • Most are from United States, Canada, or United Kingdom

  5. The Population

  6. Satisfaction by Demographics • No difference by gender • No difference by education • Entrepreneurs were less satisfied with the airport • Visitors between ages 55-64 were generally more satisfied

  7. Satisfaction by Country • French visitors are generally less satisfied • Visitors from the Other Americas are generally more satisfied

  8. Changes from over 2009 • Use caution when interpreting data due to seasonal shift in sampling period • Mean overall airport evaluation improved from 3.56 to 3.77 on a five point scale • Significant improvement in 32 of 36 attributes

  9. Changes from 2009

  10. Changes from 2009 • One satisfaction score was significantly lower • Temperature within the arrival terminal and baggage claim

  11. Stability from 2009 • Three satisfactions scores did not change • Ease of getting around departure terminal • Temperature within the departure terminal • Efficiency of immigration and customs when departing the airport

  12. Improvements from 2009 • Satisfaction scores the most improvement • Quality / cleanliness of airport restrooms in arrival area • Quality / cleanliness of airport restrooms in departure area • Bank teller machine for currency conversion after arrival

  13. Importance Performance Analysis • Attributes importance measured with statistical model • Performance measured by mean satisfaction score • These scores used to sort attributes into four categories

  14. Importance Performance Analysis

  15. High Importance, High Performance

  16. High Importance, Low Performance

  17. Low Importance, High Performance

  18. Low Importance, Low Performance

  19. Importance Performance Analysis • Same procedure • Vacation satisfaction as determined by activities and airport satisfaction

  20. High Importance, High Performance

  21. High Importance, Low Performance

  22. Low Importance, High Performance

  23. Low Importance, Low Performance

  24. Activity Participation

  25. Conclusions • Many positive improvements over 2009 • Improvement needed in restaurants and duty free shops • The airport is a driver of vacation satisfaction

  26. Conclusions • Beach activities are most important and most satisfying • Urban activities are least important and least satisfying • Souvenir purchasing experiences are disappointing • A survey of airline pilots and crews

  27. Contact Dr. Rich Harrill Email: rharrill@sc.edu Phone: 803-777-7682

  28. ¡Gracias Punta Cana!

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