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2011 INTERNATIONAL TOURIST AND AIRCREW SURVEY - PowerPoint PPT Presentation


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2011 INTERNATIONAL TOURIST AND AIRCREW SURVEY. The General Survey. 37 questions to evaluate airport satisfaction 18 questions to evaluate vacation satisfaction and vacation decision-making Demographic information. The Sample. Surveyed Saturday May 14, 2011 through Tuesday May 17, 2011

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Presentation Transcript
the general survey
The General Survey

37 questions to evaluate airport satisfaction

18 questions to evaluate vacation satisfaction and vacation decision-making

Demographic information

the sample
The Sample

Surveyed Saturday May 14, 2011 through Tuesday May 17, 2011

1,149 general surveys collected

the population
The Population

53% female

56% classified as university or beyond

57% classified professional/managerial

55% between the ages of 25 and 44

Most visitors are from the United States and Canada

improvements from 2010
Improvements from 2010

Airport Cleanliness

Overall airport cleanliness stayed High Importance/High Performance

Very strong correlation between airport cleanliness and overall satisfaction with the airport

importance performance analysis
Importance Performance Analysis
  • Attributes importance measured with statistical model
  • Performance measured by mean satisfaction score
  • Scores used to sort attributes into four categories
high importance high performance
High Importance, High Performance
  • Overall airport cleanliness
  • Ease of getting around departure terminal
  • Personal safety and security within the departure area
  • Quantity of airport restrooms in departure area
  • Quality/cleanliness of airport restrooms in arrival area
  • Immigration process when arriving in Punta Cana
  • Efficiency of immigration and customs when departing Punta Cana
  • Convenient location of airport to resort / destination
  • Temperature within the departure terminal
  • Baggage claim process when arriving in Punta Cana
high importance low performance
High Importance,Low Performance
  • Departure terminal entertainment / musicians
  • Temperature within the arrival terminal and baggage claim
  • Selection / variety of food in departure area food court
  • Price of products in duty free shops
  • Selection/variety of products in non-duty free shops
  • Cost of air travel to the airport
  • Airline check-in counter when departing Punta Cana
  • Product quality in duty free shops
  • Baggage handler experience when departing Punta Cana
low importance high performance
Low Importance,High Performance
  • Quality / cleanliness of airportrestrooms in departurearea
  • Availability of groundtransportationafterarrival
  • Ease in findinggroup tour and hotel contactsafterarrival
  • Personal safety securityoutsidethearrival terminal
  • Customsbaggageinspectionwhenarriving in Punta Cana
  • Arrivingpassengermeetingareasizeaftercustomscheckpoint
  • Understandablesignswithinthedeparturearea
  • Handbaggagesecurityprocesswhendeparting Punta Cana
  • Availability of seatingwhilewaitingfordepartureflight
low importance low performance
Low Importance,Low Performance
  • Selection/variety of products in duty free shops
  • Prices in non-duty free stores
  • Productquality in non-duty free shops
  • Foodquality in departurearea
  • Prices in departureareafoodcourt
  • Bank teller machine forcurrencyconversionafterarrival
  • Dominicanentertainment / musicians in arrival terminal
  • Quantity of airportrestrooms in arrivalarea
  • Baggagehandlerexperienceaftercustomscheckpoint
high importance high performance1
High Importance, High Performance
  • Safaris/four wheeling
  • Swimming/sunbathing
  • Live entertainment
  • Boating/water sports
  • Snorkeling
  • Dining in restaurants
high importance low performance1
High Importance,Low Performance
  • Purchasing gifts/souvenirs
  • Sporting events
  • Sightseeing in cities
low importance high performance1
Low Importance,High Performance
  • Golfing
  • Spa
  • Boating/watersports
low importance low performance1
Low Importance,Low Performance
  • Casino gaming
  • Sightseeing in cities
  • Nightclubs/dancing
  • Purchasing arts/crafts/antiques
destination development survey
Destination Development Survey
  • Purpose
    • Create economic development
    • Empower the culture
destination development
Destination Development
  • Methods
    • 204 Surveys
      • English, French, German, Spanish
    • Which hotel/cities visited
    • What travelers want to experience
    • How far they are willing to travel
destination development2
Destination Development

Distance Visitors Willing to Travel

destination development3
Destination Development

Local Culture Visitors Desire

destination development4
Destination Development

Levels of Improvement

destination development5
Destination Development

Branding/Marketing