punta cana international airport annual visitors exit survey
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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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Presentation Transcript
the survey
The Survey
  • 37 questions to evaluate airport satisfaction
  • 18 questions to evaluate vacation satisfaction and vacation decision making
  • Demographic information
our sample
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%)
the population
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
satisfaction by demographics
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
satisfaction by country
Satisfaction by Country
  • French visitors are generally less satisfied
  • Visitors from the Other Americas are generally more satisfied
changes from over 2009
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
changes from 200910
Changes from 2009
  • One satisfaction score was significantly lower
    • Temperature within the arrival terminal and baggage claim
stability from 2009
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
improvements from 2009
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
importance performance analysis
Importance Performance Analysis
  • Attributes importance measured with statistical model
  • Performance measured by mean satisfaction score
  • These scores used to sort attributes into four categories
importance performance analysis19
Importance Performance Analysis
  • Same procedure
  • Vacation satisfaction as determined by activities and airport satisfaction
conclusions
Conclusions
  • Many positive improvements over 2009
  • Improvement needed in restaurants and duty free shops
  • The airport is a driver of vacation satisfaction
conclusions26
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
contact
Contact

Dr. Rich Harrill

Email: [email protected]

Phone: 803-777-7682

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