“IMPACT OF AIRPORT’S

PHYSICAL ENVIRONMENT ON
PASSENGERS SATISFACTION”
GROUP MEMBERS:
1. NAMRA ALI
2. HAFSA SAMAD
3. USHNA AMJAD
4. SHATBAH SALEEM
5. FATYMAAH KHAN
 INTRODUCTION
• According to (Lu, J.L.,2014), the traditional role of airports as transportation
hub has extended into a center of entertaining and marketable amenities
which helps in generating non-aviation sales.
• Airports are now focusing on making policies to make sure pleasant
experiences amongst visitors while focusing on its services and physical
environment is gradually having additional attention as portion of that
purpose (Ahmad Azmi, 2013).
• Experts are now focusing on making strategies that increase passenger
pleasure during their time in an airport.
 VARIABLES
DEPENDENT VARIABLE INDEPENDENT VARIABLES

• Passenger satisfaction • Cultural reflection

• Cleanliness
• Interior
PHYSICAL ENVIRONMENT
• It is a non-verbal communications environment
(Bitner, 1992). Whereas (Cheon, 2010) defined
it as the strategic atmosphere which are man-
made.
• People can be encouraged and influenced to
stay in an environment or to leave it due to the
impact the environment has on their
emotional state (Mehrabian, 1974).
• Many studies which worked on the physical
environments of different businesses like
cafeterias, carnivals, and guesthouses (Ali,
2014), (Han, 2009). But, in the aviation
industry, investigations of the connections
between airports’ physical environment and
customer satisfaction are still lacking.
 CULTURAL REFLECTION
• It helps in differentiation and prominence of a country, which helps in
represent the country to outsiders (Ahmad Azmi M. Ariffin, 2015).
• (David Gilbert, 2001) noted that explorers are inspired for inexperienced
familiarities in a different culture to take a break from their general
routine.
• (Siripen Yiamjanya, 2014) described about tourists experiencing Thai
beliefs and cultures.
• (Atalik, 2009) said that the key promoter for visiting a foreign country is to
undergoing distinctive native cultures.
 CLEANLINESS
• No dirt, no stains and no bed smells are
what cleanliness refers to.
• (Darie Hooper, 2013) reported that one of
the most commonly mentioned major
issues by the customers is cleanliness
failures.
• According to (Silvestro, 1990) the absence
of cleanness is the main vital motives that
lead to dissatisfaction of a facility .
• According to (Blodgett, 1996), leisure
amenity settings where consumers spend
lengthy period, sanitation is a noteworthy
part of it.
• Hence, Cleanliness of specific service areas
must be supervised on an ongoing basis.
 INTERIOR
• (Julie Baker., 1994) in his journal said that consumer valuations of an interior have an impact on
the attitudes .
• (Hyoungeun Moon, 2015) in the environment of airports, anticipated interior environment as a
major forecaster of consumers' feelings and pleasure.
• (Milliman., 2000) Summarized the general interior factors which includes temperature, melody,
scent,, color, décor and noise. Calm colors were favored above warm colors (Russel, 1974).
• The way furnishings and furniture are arranged within the given space is also included in the
interior.
• Music also plays a vital role in influencing the customer behaviors. One study found that positive
or joyful music will inspire more thoughts and feeling than negatively valence [mournful] music
(Hul, Dube, & Chebat, 1997).
• Researches also recommend that playing music decreases the bad effects of waiting since it serves
as a distraction.
 PASSENGER’S SATISFACTION
• Satisfying the customers is an significant part of the marketing concept
according to (Kotler P. &., 2004) as it has sensitive impact on buyer purchase
behavior in the near future, success and shareholder value. (Chitty, 2007).
• Many previous studies have inspected the association between customers’
emotional responses and satisfaction (e.g (Oliver., 1997) ; (David M.
Szymanski., 2001)).
• Therefore, we suppose that traveler pleasure has a positive influence on
satisfaction (Kandampully, 2000). While, anxiety which is a negative emotion,
can decrease the travelers satisfaction. (Gountas, 2007) .
 RESEARCH QUESTIONS
• What is the impact of incorporating cultural reflection in
an airport?
• How cleanliness can increase passenger’s satisfaction?
• What can be the ways to satisfy passengers in an airport
with the help of airport interior?
 RESEARCH OBJECTIVES
• To understand the importance of incorporating cultural
reflection in an airport for better passenger experience.
• To find out the role of cleanliness in increasing passenger
satisfaction.
• To find out the ways to satisfy passengers in an airport
with the help of airport interior.
 HYPOTHESIS
H1: Cultural reflection on airport has an impact on
passenger satisfaction.
H2: Airport cleanliness has a direct link to the satisfaction of
the passengers.
H3: There is a direct link of interior on the passengers
satisfaction.
 THEORATICAL FRAMEWORK
THEORATICAL FRAMEWORK

CULTURAL

REFLECTION

CLEANLINESS PASSENGERS SATISFACTION

INTERIOR
SIGNIFICANCE OF STUDY
After the completion of this research, It
would be able to find the thinking of
customers regarding their visit to an airport.
Whether they would like to see cultural
reflection on an airport or not. An airport is
the first place a tourist or any other
passenger or customer goes through and it
is very important for a country to maintain it
in a way that would fill the eyes of not only
local but also international customers with
joy.
 LIMITATION OF STUDY
While working on this research work
there were few limitations due of the
given time frame and selections as
regards to the chosen topic:
a. Shortage of time is the foremost
limit to this research task.
b. We have no such exposure and
the number of sample data is
small because the research is
conducted by university students.
c. This research is limited only to
Pakistan.
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