The purpose of this qualitative exploratory single case study was to identify the perceptions of passengers using Helsinki Vantaa Airport (Finland) regarding the digital tools available at the airport premises that are designed to help them through their airport customer journey. The scope of the study was limited to Helsinki Vantaa Airport, with the study of a sample of eight participants that, among the inclusion criteria, had to have used the premises a minimum of four times in the previous year. The eight participants were interviewed through semi-structured in-depth interviews that, due to the limitations that COVID19 presented for the research, had to be conducted through online means. Data collected were analyzed with the assistance of NVivo software to codify the results for the analysis, with five central themes arising (a) accuracy, reliability, and timely data, (b) autonomy, (c) easing the journey, (d) privacy and security, and (e) timesaving. The researcher encourages the airport authorities and leaders in the industry to take into account the themes that have arisen from this research and use them to analyze whether the current airport procedures contribute positively or negatively towards such themes using a customer-centric approach. The researcher also encourages them to explore whether the framework used could potentially be suitable for their studies of customer experience improvements, resulting in the matrix that can steer their strategy based on the findings.
|Advisor:||Ahmed, Mohammed R.|
|Commitee:||Van Niekerk, Hermanus J., Lane, James|
|School:||University of Phoenix|
|Department:||School of Advanced Studies|
|School Location:||United States -- Arizona|
|Source:||DAI-A 81/12(E), Dissertation Abstracts International|
|Subjects:||Business administration, Management|
|Keywords:||Airport Experience, Airport Journey, Digital Tools, Effectiveness, Helsinki, Passenger perceptions|
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