Customer Satisfaction about Terminal Congestion at ALLAMA IQBAL INTERNATIONAL AIRPORT, Lahore
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Date
2019
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Publisher
UMT, Lahore
Abstract
Customer Satisfaction is a top priority of aviation industry whether it has to deal with
airlines or airports. Some of the leading airports around the world focus on customer
satisfaction in every possible way to attract the passengers. Congestion is the most
thought-provoking drawback faced by the passengers around the world at different
airports. This research study focuses on customer satisfaction about terminal
congestion at ALLAMA IQBAL INTERNATIONAL AIRPORT, Lahore. Passengers
were asked about the congestion they face at the terminal points of the airport. A total of
hundred (100) passengers at departure and arrival of AIIAP were a fundamental part of
this valuable assessment, inclusive of ONLY the international passengers. The outcome
manifested that the passengers had variable responses to the questionnaire conducted,
all-resulting in an effective collection of statistics to recommend improvement. The
approach methodology and the understanding about ‘Terminal Congestion’ defined that
most of the findings were recognized that the terminals of departure and arrival are
congested as the passenger’s feedback of apprehensions was quite marked in the
graphical representation. Most of them seemed to face congestion during international
departure and arrival at the airport. Smooth operational flow of passengers was also
obvious to some extent. While another main part of the passenger population gave
standardized responses, and a rare number choosing for no criticism throughout the
research