Analysing the Value-For-Money for Shopping Facilities at Airports in India with Respect to Travel Behaviour of the Passengers

ANALYSING THE VALUE-FOR-MONEY FOR SHOPPING FACILITIES AT AIRPORTS IN INDIA WITH RESPECT TO TRAVEL BEHAVIOUR OF THE PASSENGERS.

DECEMBER 18, 2018 RADHA RAMAN GUPTA Research Scholar, Department of management, Saurashtra University, Rajkot (Gujarat). Dr. SHILPA TRIVEDI Associate Professor, PG Institute of Agribusiness Management, Junagadh Agriculture University, Junagadh (Gujarat).

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ANALYSING THE VALUE-FOR-MONEY FOR SHOPPING FACILITIES AT AIRPORTS IN INDIA WITH RESPECT TO TRAVEL BEHAVIOUR OF THE PASSENGERS.

RADHA RAMAN GUPTA

Research Scholar, Department of management, Saurashtra University, Rajkot (Gujarat).

Dr. SHILPA TRIVEDI

Associate Professor, PG Institute of ABM, JAU, Junagadh.

Abstract: - The aviation industry is a service industry providing transport services. Air transportation shows many characterises which are typical for services industries e.g. the intangibility of the product and the high importance of personal contact to be customer. Airlines and Airports are the two main players in the industry. Airports Authority of India is the leading Airport operator. It owns and maintain 126 Airports including 21 international Airports (3 Civil enclaves), 8 Custom Airports (4 Civil enclaves), 78 domestic Airports and 19 domestic civil enclaves at defence airfields. The passengers are using various facilities at Airports. Among these, some are free of cost and some are on chargeable basis. These facilities are managed by Airports Authority of India through facility management. The shops are available at airports to provide the various facilities and located at different places and in and around terminal building which is a key factor for customer satisfaction and the passenger experience ultimately effects the travel behaviour the passengers. These shops are out sourced by Airports Authority of India and value for money of these shopping facilities are one parameter among 33 of the standard questionnaire of ASQ (Airports Services Quality) survey which is carried out by ACI (Airport Council International) across the world.

Key words: Airport, Airports Authority of India, Facility Management, Shopping facilities, Travel behaviour of Passengers.

I. INDIAN AIRPORTS AND AIRPORTS AUTHORITY OF INDIA.

 India has more than 476 Airports which include disused and abandoned airports and aerodromes. AAI owns and maintain 125 airports comprising 95 operational airports, 30 Non-Operational airports with no scheduled flights.

 Functions of Airports Authority of India: The main functions of Airports Authority of India are elaborated as below: . Control and management of the Indian Air space (excluding special user air space) extending beyond the territorial limits of the country as accepted by ICAO. . Provision of communication, navigational and surveillance aids. . Expansion and strengthening of operational areas viz. Runways, Aprons, Taxiways etc. and provision of ground based landing and movement control aids for aircrafts and vehicular traffic in operational area. . Design, development, operations and maintenance of passenger terminals.

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(Facility Management comes under the operations of passenger terminals which is governed by operation directorate and responsible for all the activities related to customers i.e., passengers using terminals) . Development and management of cargo terminals at international and domestic airports. . Provision of passenger facilities and information systems in the passenger terminals. (Adding the infrastructure according to passengers need & expectations to meet out the requirement of airport bench marking).

II. ABOUT THE STUDY.

 For the study of this, Three Airports were chosen named as i) Ahmedabad Airport. ii) Jaipur Airport. iii) Udaipur Airport.  The sample size of total 550 passengers were taken from above three Airports. In the sample of 550 passengers, 200 passengers are from Ahmedabad Airport ,200 passengers are from Jaipur Airport and 150 passengers are from Udaipur Airport.  Airports Authority of India (AAI) is conducting the Third party assessment for evaluation of customer satisfaction at various Airports. For the purpose, Airport Council International (ACI) is conducting the survey on pre-defined frequencies at 11 Airports of India. Ahmedabad Airport and Jaipur Airport are part of these 11 Airports. Other Airports are surveyed by some private agency which is engaged by AAI. Udaipur Airport is one of them.  ACI is doing survey is called Airport Service Quality (ASQ) which is conducted on the basis of 33 parameters and uniform questionnaire for all airports all over the world for more than 250 Airports. Similarly, AAI is also doing customer satisfaction survey called custom satisfaction index (CSI).  In the both surveys, value for money for parking facilities is one parameter.  In this study, this particular parameter i.e. Parking Facility has been elaborated further with a questionnaire of 18 questions and with objective to study the perception of passengers regarding parking facilities at Airports.

III. ABOUT THE AIRPORTS

The followings are details about the sample Airports named Ahmedabad, Jaipur and Udaipur.  Ahmedabad Airport: Ahmedabad Airport named as Sardar Vallabhbhai Patel International Airport (SVPIA) having IATA Code: AMD and ICAO Code: VAAH is an International Airport of Gujrat State and serving the two cities of Gujarat State i.e. Gandhinagar and Ahmedabad City. The Airport is located in Hansol, 9 kms north of central Ahmedabad. It is named when Sardar Vallabhbhai Patel, the first Deputy Prime Minister of Asian country. The Airport was set up in 1937, while international operations began on 26th January 1991. This Airport was declared and categorized as an International Airport on 23rd May 2000. The new integrated terminal 2 was inaugurated for handling international passengers in year 2010. The Terminal-I is operated for Domestic Passengers. . Infrastructure of Ahmedabad Airport Terminal I (Domestic Terminal) is having total terminal area approximately 29,500 Square meter with peak hour capacity for departure 600 PAX and for Arrival 600 PAX. Equipped with 04 numbers Aerobridges, 07 numbers boarding gates and 03 numbers conveyor belts in arrival. All 23 Check- In-Counters are equipped with

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(CUTE – Common User Terminal Equipment). This Terminal has 4 numbers Escalators (2 in Arrival and 2 in Departure) and 7 numbers Elevators. Terminal 2 (International Terminal) is having total terminal area approximately 41,000 Square meter with peak hour capacity for departure 800 PAX and for Arrival 800 PAX. Equipped with 02 numbers Aerobridges, 09 numbers boarding gates and 05 numbers conveyor belts in arrival. All 32 Check- In-Counters are equipped with (CUTE – Common User Terminal Equipment). This Terminal has 4 numbers Escalators (2 in Arrival and 2 in Departure), 7 numbers Elevators and 02 numbers Travellators. Inter Terminal Link: There is link between two terminals having Area of 4,800 Square meter with 04 numbers (02 numbers at each end) Escalators, 06 numbers Travellators (100-Meter-Long each) and 04 numbers Elevators.

Ahmedabad Airport has only one Runway designated as 05-23 is having length 3505 meters with 2 numbers of Aprons and 30 numbers of Bays for Parking the various size Aircrafts. The runway traffic handing capacity per hour is 20 (Arrivals and Departures).

 Jaipur Airport: Jaipur International Airport having IATA code: JAI and ICAO code: VIJP is an International Airport of Rajasthan State. Jaipur Airport in the 11th busiest Airport in India and is located at Sanganer, 13 Kms south of Jaipur. Jaipur landing field was granted the standing of International landing field on twenty- nine December 2005.

. Infrastructure of Jaipur Airport The New Terminal Building Operations were started after inauguration on 1 July 2009. This New Terminal Building has an area of approximate 23,000 Square meter with all modern facilities. The Terminal has peak hour capacity of 500 Arrival PAX and 500 Departure PAX. The Terminal has 14 numbers Check-In- Counters, equipped with (CUTE – Common User Terminal Equipment), Six numbers Immigration Counters, four numbers Custom Counters and Four Numbers Security counters to provide the hassle free passengers traffic flow. The Terminal has 2 numbers Aerobridges, 4 numbers Escalators, 2 numbers Elevators / lifts and 2 numbers Conveyor Belts in Arrival Hall. There are 2 numbers Runways, one is designated as 09/27 and having length of 3505 meters and other one is designated as 15/33 with a length of 1592 meters. The apron is having the 14 numbers parking bays for various size Aircrafts.

 Udaipur Airport: Udaipur Airport named as Maharana Pratap Airport having IATA code: UDR and ICAO code: VAUD is as International Airport at Udaipur, Rajasthan. It is situated at Dabok, 22 Km East of Udaipur. The Airport is named after Maharana Pratap who was the ruler of the Princely state of Mewar in north-western India. . Infrastructure of Udaipur Airport Udaipur Airport is having New Terminal Building having total Terminal area 12,000 Square meter Approximately with peak hour capacity for Departure 300 PAX and Arrival 300 PAX. The Terminal is equipped with 02 numbers Aerobridges, 05 numbers boarding gates and 02 numbers Conveyor Bells in Arrival Hall. The Airport is equipped with modern navigational and landing aids like DME / DVOR.

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The Building is an Integrated Building for Operations of Domestic and International flights. Being an international tourist place, the foreign tourists are visiting during winters. The Terminal having 11 numbers Check-In-Counters with CUTE (Common User Terminal Equipment). Udaipur Airport has only one Runway with designation as 08/26 and having length of 2281 meters. The

Apron is having 12 numbers parking bays for various size of Aircrafts.

IV. REVIEW OF LITERATURE

Facility is outlined because the infrastructure that supports folks within the organization within their endeavors to realize business goals and that they are the tools which individuals in the business have at their disposal to hold out their tasks (McGregor et al., 1999:15) Facility Management is a bridge between the changing workplaces and users (Alexander, 1996:1) It focuses and develops appropriate action plans for all stakeholders at airports to deal with current and future critical environmental issues at the Airport for Customers. Recently, the overall approach of facilities management has taken a different emphasis (John et al, 1998:5). There is a shift from Facilities Management as a separate subject to a total approach including all the support services within an organization or for more organizations working together. (Everards and Favier, 2003: G 5.1/2-6). Facility performance appraisal is becoming a formal and regular operation (Amaratunga and Baldey, 2000:294). The performance is measured by doing the ASQ (Airports Service Quality) survey by ACI (Airport Council International) across the world. In India, 11 Airports which are having traffic more than 2 million passengers are surveyed by ACI with a framed questionnaire in a uniform to all member airports of ACI. The following are the questions:  Access. a) Ground Transportation to/From Airport b) Parking facilities. c) Value for money of parking facilities. d) Availability of Baggage Carts / Trolleys.  Check-in (at this airport). e) Waiting time at check-in-queue / line f) Efficiency of check-in-staff. g) Courtesy, helpfulness of check-in-staff.  Passport / Personal ID Control. h) Waiting time at Passport / personal ID inspection. i) Courtesy and helpfulness of inspection staff.  Security. j) Courtesy and helpfulness of security staff. k) Thoroughness of security inspection. l) Waiting time at security inspection. m) Feeling of being safe and secure.  Finding your way. n) Ease of finding your way through airport.

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o) Flight information screens. p) Walking distance inside the terminal. q) Ease of making connections with other flights.  Airport Facilities. r) Courtesy, helpfulness of airport staff (excluding check-in, passport control and security). s) Restaurant / eating facilities. t) Value for money of restaurant / eating facilities.  Airport Facilities. u) Availability of bank / ATM facilities / money changers. v) Shopping facilities. w) Value for money of shopping facilities. x) Internet access / Wi-Fi. y) Business / Executive lounges. z) Availability of washrooms/ toilets. aa) Cleanliness of washrooms/ toilets. bb) Comfort of waiting/ gate areas.  Airport Environment. cc) Cleanliness of airport terminal. dd) Ambience of the airport.  Arrivals services at This Airport: (Based on previous experience in last 03 months). ee) Passport / personal ID Inspection. ff) Speed of baggage delivery service. gg) Customs inspection.

ASQ survey is carried out by ACI with goal to promote and facilitate excellence in airport customer services by providing management tools, industry bench marking, best practise sharing opportunities, training and technical assistance.

Hence, it is important to analysing the value for money for shopping facilities at Airports in India with respect to travel behaviour of the passengers.

V. RESEARCH METHODOLOGY  Scope of Study: To analysis the value for money for shopping facilities at Airport. The primary date was collected from three Airports named Ahmedabad Airport, Jaipur Airport and Udaipur Airport by framed questionnaire method. This questionnaire is having 20 Nos. questions for various commodities which are generally available at Airports. The local products having concessionaires at Airports were taken different for different Airports.

 Hypothesises for the study

i. H0: The travel behavior of passengers has no effect on value-for-money aspect of shopping facilities at Airports.

 Limitations. Only Three Airports were selected and the sample of 550 numbers were taken from these Airports.

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The responses were collected from passengers in questionnaire methods, hence may be biased with individuals own views and particular approach of Respondent toward the question.

 Tools Used The following tools are used for the analysis of data. . ANOVA Test . Regression Analysis.

VI. ANALYSIS OF HYPOTHESIS

 Reliability Analysis

Reliability Statistics

Cronbach's Cronbach's Alpha Based on N of Items Alpha Standardized Items .963 .963 20 Item Statistics

Mean Std. Deviation N SF1 3.19 1.089 550 SF2 3.48 1.069 550 SF3 3.43 1.034 550 SF4 3.44 1.040 550 SF5 3.44 1.078 550 SF6 3.41 1.094 550 SF7 3.36 1.110 550 SF8 3.40 1.139 550 SF9 3.48 1.143 550 SF10 3.35 1.123 550 SF11 3.51 1.130 550 SF12 3.55 .996 550 SF13 3.52 1.052 550 SF14 3.64 .999 550 SF15 3.47 1.038 550 SF16 3.65 1.066 550 SF17 3.55 1.049 550 SF18 3.58 1.075 550 SF19 3.54 1.110 550 SF20 3.60 1.110 550

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Ho: The travel behaviour of passengers has no effect on value-for-money aspect of shopping facilities at Airports.

Model Summary

R Adjusted R Std. Error of Model R Square Square the Estimate 1 .183a .034 .026 16.298 a. Predictors: (Constant), Arrival Time, Class, N Trips, P Trip

ANOVAb

Mean Model Sum of Squares df F Sig. Square 1 Regression 5022.175 4 1255.544 4.726 .001a Residual 144773.623 545 265.640 Total 149795.798 549 a. Predictors: (Constant), Arrival Time, Class, N Trips, P Trip b. Dependent Variable: SFT

Coefficientsa

Standardized Unstandardized Coefficients Model Coefficients t Sig. B Std. Error Beta 1 (Constant) 68.219 3.937 17.327 .000 N Trips 1.164 .796 .064 1.464 .144 P Trip 2.982 .920 .144 3.239 .001 Class -4.701 2.010 -.100 -2.339 .020 Arrival Time -.053 .878 -.003 -.061 .952 a. Dependent Variable: SFT

Ho is rejected

Therefore, it can be inferred that travel behaviour of the passengers do affect their perception of value-for-money for the shopping done at shopping facilities available at Airports.

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VII. FINDINGS & CONCLUSION:

The followings are finding and conclusion after analysis the collected data. . The hypothesis is rejected. It can be inferred that there is a significant difference in the perception of passengers regarding value for money for shopping facilities with respect to Number of Trips, Purpose of Trip, Class of Travel and Time of Arrival before schedule departure of time and needs the further study for changes. . Shopping facilities at the Airports can be modified or redesigned in such a way that every passenger visiting the Airport feels at ease before shopping at Airport. Several facilities can be developed inside the shopping facilities itself which can help passengers relax and refresh before they start shopping.

VIII. REFERENCES 1. Airport Council International. (2008). ASQ Survey: Benchmarking the Global Airport Industry. Http://acina.org/static/entransit/ASQ_Brochure2008.pdf 2. Alexander, Keith (1996) Facilities Management : Theory and Practice, London & New York : E & FN Spon, 1st ed. 3. Amaratunga, Dilanthi and Baldry, David (2000). Assessment of Facilities Management Performance in Higher education Properties, Facilities. Bradford: Volume 18, issue 7/8, pp.293-301. 4. Everards, Gea and Favies, Paul (2003) “Corporate Integrated Resource Management” The European Facility Management Conference. 14-17 May, Rotterdam, The Netherlands, pp. 65.1/1-6. 5. Fodness, D. & Murray, B. (2007) Passengers’ expectations of airport service quality. Journal of Services Marketing, 21, 7, pp. 492-506. 6. George, I. (2013). Modified Importance-Performance Analysis of Airport Facilities - A Case Study of Cochin International Airport Limited. IOSR Journal of Humanities and Social Science, 17(4), 09-15. 7. Jones, Christine and Jowett, Valerie(1998) Managing Facilities. Oxford (England); Boston : Butterworth – Heinemam. 8. Mcgregor, Wes and Then, Dammy Shiem-shin (1999) Facilities Management and the business of space. London : Arnold. 9. SKYTRAX. (2014a). Skytrax Annual Survey. Retrieved 28 March 2014, from http://www.worldairportawards.com/ 10. WWW.AAI.AERO 11. WWW.ACI.AERO. 12. WWW.WIKIPEDIA.ORG

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