Abstract
Airport passengers are among the most diverse user groups to study; they come from countless cultural and economic backgrounds and travel for myriad reasons. This alone makes designing for them—be it wayfinding, seats, processes, or technological solutions—no easy feat, but airports and their environments are also innately complex systems. Many commercial companies involved in large-scale surveys such as the airport service quality (ASQ) questionnaire managed by the Airports Council International (ACI), therefore ask rather straightforward questions regarding general satisfaction. However, as designing requires deeper insights into more complex concepts, surveys like these may not be the most suitable option for data collection. Interviews, on the other hand, can deliver the desired depth but require more time and limit the number of participants. This paper reports on how we were able to interview 555 passengers at Singapore Changi Airport within two weeks, yielding quantitative data for discrete choice modeling, as well as rich qualitative data from comments and open-ended questions. Apart from some results as an overview of what kind of data can be collected, the paper focuses on the design and testing of the questionnaire, the training of the interviewers, and the organization and execution of the interviews. It thereby offers promising strategies to get the most yield from structured interviews about the opinions and preferences of an exceptionally heterogeneous user group in a public environment in a very short period of time.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Notes
- 1.
Jewel Changi Airport is a large shopping mall located adjacent to Terminal 1 and connected to Terminals 2 and 3 via footbridges, where travellers can check in early.
References
Kuniavsky, M., Goodman, E., Moed, A.: Observing the User Experience: A Practitioner’s Guide to User Research, 2nd edn. Morgan Kaufmann, Amsterdam; Boston (2012)
Kushniruk, A., Nøhr, C.: Participatory Design, User Involvement and Health IT Evaluation, p. 13
Schipperijn, J., et al.: Factors influencing the use of green space: results from a Danish national representative survey. Landsc. Urban Plan 95(3), 130–137 (2010). https://doi.org/10.1016/j.landurbplan.2009.12.010
Stinson, M.A., Bhat, C.R.: Commuter bicyclist route choice: analysis using a stated preference survey. Transp. Res. Rec. J. Transp. Res. Board 1828(1), 107–115 (2003). https://doi.org/10.3141/1828-13
Knox, H., O’Doherty, D., Vurdubakis, T., Westrup, C.: Enacting airports: space, movement and modes of ordering. Organization 15(6), 869–888 (2008). https://doi.org/10.1177/1350508408095818
O’Doherty, D.P.: Reconstructing Organization. Palgrave Macmillan, London, UK (2017). https://doi.org/10.1057/978-1-137-48922-7
Bruning, E.R., Kovacic, M.L., Oberdick, L.E.: Segmentation Analysis of Domestic Airline Passenger Markets, p. 15
Lehmann, C.: Exploring Service Productivity: Studies in the German Airport Industry. Springer Fachmedien Wiesbaden, Wiesbaden (2019). https://doi.org/10.1007/978-3-658-23036-4
Crotts, J.C., Erdmann, R.: Does national culture influence consumers’ evaluation of travel services? A test of Hofstede’s model of cross-cultural differences. Manag. Serv. Qual. Int. J. 10(6), 410–419 (2000). https://doi.org/10.1108/09604520010351167
Başar, G., Bhat, C.: A parameterized consideration set model for airport choice: an application to the San Francisco Bay Area. Transp. Res. Part B Methodol. 38(10), 889–904 (2004). https://doi.org/10.1016/j.trb.2004.01.001
Blackstone, E.A., Buck, A.J., Hakim, S.: Determinants of airport choice in a multi-airport region. Atl. Econ. J. 34(3), 313–326 (2006). https://doi.org/10.1007/s11293-006-9024-z
Hess, S., Adler, T., Polak, J.W.: Modelling airport and airline choice behaviour with the use of stated preference survey data. Transp. Res. Part E Logist. Transp. Rev. 43(3), 221–233 (2007). https://doi.org/10.1016/j.tre.2006.10.002
Del Chiappa, G., Martin, J.C., Roman, C.: Service quality of airports’ food and beverage retailers. A fuzzy approach. J. Air Transp. Manag. 53, 105–113 (2016). https://doi.org/10.1016/j.jairtraman.2016.02.002
Hong, S.-J.: Exploring different airport users’ service quality satisfaction between service providers and air travelers. J. Retail. Consum. Serv. 10 (2020)
Pandey, M.M.: Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method. J. Air Transp. Manag. 57, 241–249 (2016). https://doi.org/10.1016/j.jairtraman.2016.08.014
Fodness, D., Murray, B.: Passengers’ expectations of airport service quality. J. Serv. Mark. 21(7), 492–506 (2007). https://doi.org/10.1108/08876040710824852
Tsai, W.-H., Hsu, W., Chou, W.-C.: A gap analysis model for improving airport service quality. Total Qual. Manag. Bus. Excell. 22(10), 1025–1040 (2011). https://doi.org/10.1080/14783363.2011.611326
Jimenez, E., Claro, J., de Sousa, J.P.: The airport business in a competitive environment. Proc.-Soc. Behav. Sci. 111, 947–954 (2014). https://doi.org/10.1016/j.sbspro.2014.01.129
Tuchen, S., Arora, M., Blessing, L.: Airport user experience unpacked: conceptualizing its potential in the face of COVID-19. J. Air Transp. Manag. 89, 101919 (2020). https://doi.org/10.1016/j.jairtraman.2020.101919
Martin-Domingo, L., Martín, J.C., Mandsberg, G.: Social media as a resource for sentiment analysis of Airport Service Quality (ASQ). J. Air Transp. Manag. 78, 106–115 (2019). https://doi.org/10.1016/j.jairtraman.2019.01.004
Bezerra, G.C.L., Gomes, C.F.: The effects of service quality dimensions and passenger characteristics on passenger’s overall satisfaction with an airport. J. Air Transp. Manag. 44–45, 77–81 (2015). https://doi.org/10.1016/j.jairtraman.2015.03.001
Calisir, N.: Key drivers of passenger loyalty: a case of Frankfurt-Istanbul flights. J. Air Transp. Manag. 7 (2016)
Gokasar, I., Gunay, G.: Mode choice behavior modeling of ground access to airports: a case study in Istanbul, Turkey. J. Air Transp. Manag. 59, 1–7 (2017). https://doi.org/10.1016/j.jairtraman.2016.11.003
Kankainen, A.: UCPCD: user-centered product concept design. In: Proceedings of the 2003 Conference on Designing for user experiences - DUX ’03, San Francisco, California, p. 1 (2003). https://doi.org/10.1145/997078.997087
Galloway, A.: Non-probability sampling. In: Encyclopedia of Social Measurement, pp. 859–864, Elsevier (2005). https://doi.org/10.1016/B0-12-369398-5/00382-0
Doyle, J.K.: Face-to-face surveys. In: Everitt, B., Howell, D.C., (eds.), Encyclopedia of Statistics in Behavioral Science. Wiley, Hoboken (2005)
Li, L., Loo, B.P.Y.: Towards people-centered integrated transport: a case study of Shanghai Hongqiao comprehensive transport hub. Cities 58, 50–58 (2016). https://doi.org/10.1016/j.cities.2016.05.003
Acknowledgements
The researchers would like to thank the students Chen Ken, Valerie Lu, Melodee Chia, Wise Lim, Goh Yu Fan, Jennifer Tang, Chen Pengdan, Devid Hour, Alvina Chik, and Tan Kang Min for their contribution.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2023 The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.
About this paper
Cite this paper
Tuchen, S., Blessing, L. (2023). Maximum Yield—Minimal Time: Successful Strategies for Structured Interviews with the Public to Gain Design Insights. In: Chakrabarti, A., Singh, V. (eds) Design in the Era of Industry 4.0, Volume 3. ICORD 2023. Smart Innovation, Systems and Technologies, vol 346. Springer, Singapore. https://doi.org/10.1007/978-981-99-0428-0_57
Download citation
DOI: https://doi.org/10.1007/978-981-99-0428-0_57
Published:
Publisher Name: Springer, Singapore
Print ISBN: 978-981-99-0427-3
Online ISBN: 978-981-99-0428-0
eBook Packages: EngineeringEngineering (R0)