An evaluation of non-aviation revenues based on passenger satisfaction and quantity of commercial establishments at terminals: A case study of a Brazilian airport

Abstract

This paper provides an approach to evaluate the influence of airport manager practices and passenger satisfaction at the terminal on non-aviation revenues. We used a quarterly dataset from 2013 to 2019 and robust passenger research provided by the Brazilian National Civil Aviation Secretary with more than 170,000 passengers interviewed at the Guarulhos International Airport. We estimated a multiple linear regression model to explain the non-aviation revenues generation given the dataset. The results strongly demonstrate that the actions provided by the airport management body, such as opening a new passenger terminal in 2014, had a significant positive impact on non-aviation revenues. The new terminal operation generates an average quarterly growth of 56.57 million R$ in non-aviation revenues. The mathematical model also indicates that the passenger satisfaction level with the quantity and quality of commercial establishments does not imply any significant impact on nonaviation revenues. In contrast, a higher satisfaction level with the products price at the commercial establishments has a negative impact on non-aviation revenues.