ItemBook Chapter

Analysing Customer Profile, Expectations and Satisfaction with Airport Retail in Coimbatore, Insights into the Airport Environment and Decision Making Dynamics

Title
Analysing Customer Profile, Expectations and Satisfaction with Airport Retail in Coimbatore, Insights into the Airport Environment and Decision Making Dynamics
Creator
Karthikeyan, K.; Ramya, K.; Sangeetha, R.; Dhanasekar, E.; Shivakumar, Sandaboina; Mathews, Sen B.
Description
Airport retailing has become a crucial income source and a fundamental aspect of improving traveler experiences. Nevertheless, the intricate relationship between traveler characteristics, anticipations, shopping environments, promotional tactics, purchasing choices, and contentment remains insufficiently examined. This research fills this knowledge gap by exploring the structural associations among six key factors: Customer Profile (CP), Customer Expectation (CE), Airport Retailing Environment (ARE), Retail Marketing Strategy (RMS), Customer Preference Decision (CPD), and Customer Satisfaction (CS) in the context of airport retail environments A descriptive study framework was implemented, concentrating on travelers participating in retail purchases at Coimbatore airport. Firsthand information was obtained from 203 participants using a structured survey. The collected information was assessed using Structural Equation Modeling (SEM) to determine the interconnections among these elements and their overall effect on passenger contentment. The findings reveal that Customer Expectation is significantly influenced by Customer Profile, while Airport Retailing Environment is directly shaped by Customer Expectation but not by Customer Profile. Retail Marketing Strategy is strongly impacted by Airport Retailing Environment but shows no significant relationship with Customer Expectation. These findings emphasize the significance of analyzing traveler behavior and tailoring retail strategies to enhance contentment in airport shopping environments. The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.
Source
Studies in Systems, Decision and Control;Volume;613;pp.69-79
Date
01-01-2026
Publisher
Springer Science and Business Media Deutschland GmbH
Subject
Airport retailing environment; Customer expectation; Customer preference decision; Customer profile; Customer satisfaction; Retail marketing strategy
Coverage
Karthikeyan K., Department of Management Science, PSG College of Arts and Science (Autonomous), Coimbatore, India; Ramya K., Department of Management Science, PSG College of Arts and Science (Autonomous), Coimbatore, India; Sangeetha R., School of Business and Management, Christ University, Bangalore, India; Dhanasekar E., Presidency School of Commerce, Presidency University, Bengaluru, Karnataka, India; Shivakumar S., Department of Commerce, Koneru Lakshmaiah Education Foundation Deemed University, Vijayawada, India; Mathews S.B., School of Management, Kristu Jayanti College (Autonomous), Bengaluru, India
Rights
Restricted Access; Hardcopy may be available in the library
Relation
ISSN: 21984182;
Format
online
Language
English
Type
Book chapter

Citation

Karthikeyan, K.; Ramya, K.; Sangeetha, R.; Dhanasekar, E.; Shivakumar, Sandaboina; Mathews, Sen B., “Analysing Customer Profile, Expectations and Satisfaction with Airport Retail in Coimbatore, Insights into the Airport Environment and Decision Making Dynamics,” CHRIST (Deemed To Be University) Institutional Repository, accessed June 17, 2026, https://archives.christuniversity.in/items/show/24067.

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