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How can open data help airports to improve customer satisfaction?

Author

Listed:
  • Becker, Christian

    (FREESIXTYFIVE GmbH, Germany)

  • Boettcher, Kristof

    (M2P Consulting GmbH, Germany)

Abstract

In the evolving landscape of airport management, leveraging public data emerges as a transformative strategy to enhance operational efficiency and customer satisfaction. This paper explores the integration of data analytics in airport operations, illustrating through case studies how airports can utilise open data to optimise performance, improve passenger experience and streamline security processes. We highlight the significant benefits of adopting data-driven approaches, including increased operational transparency, improved decision making and enhanced service quality. Our findings underscore the pivotal role of public data in driving innovation and sustainability in airport management, offering actionable insights for airport authorities and stakeholders. This paper serves as a stimulus on how to benefit from the use of open data.

Suggested Citation

  • Becker, Christian & Boettcher, Kristof, 2024. "How can open data help airports to improve customer satisfaction?," Journal of Airport Management, Henry Stewart Publications, vol. 18(4), pages 422-432, September.
    • Handle: RePEc:aza:jam000:y:2024:v:18:i:4:p:422-432
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    More about this item

    Keywords

    transformation; multimodal; mobility; experience hubs; passenger expectations; seamless experience; sustainability; transport competition; competitive pressure; alternative mobility providers; revenue generation; non-aeronautical revenues; data analytics; operational efficiency; customer service improvement; data-driven decision making; passenger experience analytics;
    All these keywords.

    JEL classification:

    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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