Abstract
Understanding airport customers is ever more critical to adapt operations to the current and post- COVID-19 airport market. Gathering insight as to how the airport market has changed is critical to help instill confidence in air travel, meet the needs of airport users and identify opportunities to enhance revenues. Survey research is the most reliable method of collecting information directly from individuals about what they believe and how they behave. Surveys can be administered using a variety of formats to help identify short-term operational challenges as well as long-term planning strategies. Survey design and data analysis, however, must be carefully executed. Ideally, project professionals should possess a deep knowledge of survey research methods and statistical analysis, as well as experience with the nuances of the entire airport ecosystem to ensure scarce budgets and resources are best used.
Published Version
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