Abstract:
Nowadays, airport earns more profit from nonaeronautical
activities than aeronautical activities. BIA is also
same. Duty free shops' sales contribute more revenue than other
non aeronautical activities. Due to that, many companies
find opportunities on duty-free market in airports for
establishing and expanding their business. Before invest on duty
free shops it is important to understand current scenario of the
segment. It will help investors to decide on investments. To
identify that, best way is to address the passengers. In this
research passenger perception about BIA Duty Free segment is
explored. Questionnaire was utilized to collect data. Sample
consisted 100 passengers including arrival,departure and transit.
Data was analyzed by descriptive statistics and factor analysis.
Layout factors, product satisfaction and service level, were
identified as the main factors that help to identify customer
perception at BIA duty free shops and to increase passenger
attraction. Therefore this research will support the airport
management to develop and improve an effective and profitable
strategy for duty free segment which match the needs and
expectations of the passengers.
