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Airport performance is highly depended on effective retail management and management of airport concession. This thesis is tend to find the answer for two research questions developed, with a purpose to offer optimization of the dependency in a most convenient way: What are the factors influencing successful retail operations in airports? and How to increase profit maximization and customers satisfaction through effective concession management? The purpose of these research questions is to discover what is retail management in airport business sector. How airport operations management planning, implementing and evaluating their strategic decisions to generate revenues. More specifically, the purpose is focused on customers satisfaction and profit maximization approaches discovering airports. What is a correlation between attributes affecting airport revenue generation and operations management approaches, applied in different cases, when building relations with concessionaires. After conducting the survey with thirty international airports around the world, the importance of each attribute creating direct impact on customer satisfaction was measured and evaluated. The correlation between airport concession management types and the profit maximization was also identified and discussed. The research also became a starting point to investigate more factors influencing retail operations in airports. |
