A STUDY ON PASSENGER SATISFACTION AT CHENNAI INTERNATIONAL AIRPORT (Under AIRPORT AUTHORITY OF INDIA, CHENNAI)

Introduction
The study purpose is to analyze the passengers perception toward the performance, service level and prospect of terminal facilities development at airport terminal building. The methodology used in this study is ImportancePerformance Analysis, to analyze the passenger perception at the terminal of Chennai international Airport. The conclusion that can be drawn from the results of Importance-Performance Analysis as follows: waiting room and food and beverage were priority for expanded; airline counters frontage/check-in, lobby and inspection (lobby and ticketing), and departure lounge were in good condition but must be maintained; baggage claim and baggage inspection areas indicated affecting the satisfaction of service users; and airlines ticketing office, supporting services, and concourse were not affecting the interest/satisfaction of service user. The suggestions were: the decision to expand the airport terminal area should be used as a second alternative, before deciding expanding this area, it was better to manage the traffic(passenger and aircraft flows) and flight schedules/frequencies such that the expected distribution of traffic should be in a more evenly distributed; and should be improved the human resources management at Chennai Airport in terms of services to passengers; and managing the entertainment facilities in airport terminal building as effectively and efficiently based on space standards requirements. Transportation is the movement of people and goods with vehicles, which is, fast, convenient, easy, economical, and environmentally friendly. The transport system greatly affects the pattern of life and economic development. A good transportation system in a region would have to distribute their products to other regions where its value will be higher, while the needs of the area could also be met from the producing areas .Air transport is basically growing rapidly given the advantages that can travel long distances and is the most sensible alternative when the time is demanding. Airport became one of the important gates in and out of a country. Aircraft must answer the demands for security, fast, convenient, environmentally friendly, and so on, but not necessarily the case with the airport, especially regarding the comfort factor. That's why the forecasting measurement is important to the airport to handle the growth of passengers and goods. Airport terminal building should be planned to serve the number of passengers at peak hours with an estimated for long term period. It should also be flexible to the needs of the development. Passenger capacity has an important influence in determining the facilities within and adjacent to the terminal buildings. Airport terminal building should facilitate the movement of
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passengers and goods to/from airport, in the terminal and leaves the airside area .Increased in economic conditions followed by the increasing number of airlines effect to the price of air travel, which more affordable to the public. Interests of passengers need to be analyzed and implemented wherever possible in the development of terminals to meet the feeling of comfort and a positive impression for passengers. The scope and limitation in this study research focusing on passenger perception toward their needs and area space facilities performance in airport terminal building. An important component of the Master Plan is the passenger terminal building. The existing terminal building is the result of the integration, expansion and renovation of three former terminal units into a single terminal during the mid-1980's. Although the resulting terminal was an improvement over the former facilities, continuing growth and changes in aircraft have resulted in many areas becoming over crowded .Developing a terminal facilities program begins with examining the adequacy of each existing component to serve current activity. From that basis, forecast increases in activity are applied to develop recommendations for future planning horizons. It is important to note that these recommendations use actual activity and facilities at Aspen Pitkin County Airport as a basis, and are the subject of quantitative analysis. Although some industry standard criteria are used, the recommendations for future facilities are based on local conditions and circumstances. Airport passenger terminal facilities are sized to accommodate the peak hour passenger volumes of a design day. Annual enplanements are an indicator of over-all airport size, however peak hour volumes more accurately determine the demand for airport facilities based upon the specific user patterns of a given airport. Peak hour passengers are typically defined as Peak Hour-Average DayPeak Month (PHADPM) passengers, and are also often referred to as Design Hour passengers. The Design Hour measures the number of enplaned and deplaned passengers departing, or arriving, on aircraft in an elapsed hour of a typically busy (design) day. The Design Hour typically does not correspond exactly to a "clock hour" such as 7:00-7:59 but usually overlaps two "clock hours", i.e. 7:20-8:19 reflecting airline scheduling patterns.

Objectives of the study

Primary objective
The objective of the study is to determine the passenger satisfaction level, from the terminal facilities at Chennai international terminal.

Secondary objective To understand the working condition and process taking place at the terminal To find out the facilities been provider at the terminal. To have an in depth knowledge about the terminal operations.

Methodology adopted for the study.

The methods which is are adopted for the study . I employed the following method to carry out my research. 1. Development of instruments for gathering the informationQuestionnaire 2. Identification of target population and determination of sampling plan
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3. Determination of the sample size I have targeted 50 people for the purpose of research 4. Data collection-It took place with the help of filling questionnaires. 5. Design of procedure for information collection. 6. Secondary data which is been collected by the AAI ( Airport Authority of India , Chennai ) 7. Usage of internet and online sources of datas available

Chapter 1: Introduction

INTRODUCTION

The airport industry is changing rapidly. Todays air travelers have meaningful choices among airports and there is an increasing urgency among airport marketers to differentiate themselves by meeting the needs of customers better than the competition. While passengers perception of airport service quality is only one of several variables (e.g., routes, scheduling, location and prices) that contribute to overall airport attractiveness, it is nevertheless an important variable because of the increasing importance of a customer orientation to competitive advantage in this industry. Aviation trade publications and airport press releases provide evidence that managers in the airport industry clearly understand the importance of their customers perceptions of service quality, but the nature of the expectations underlying airport service quality perceptions is unclear. Internal measures of service performance are useful for benchmarking processes, but at the same time suspect because these measures are typically derived from managers rather than from passengers, thus lacking a true customer perspective. Even when service performance measures are external intended to measure the attitudes and opinions of customers directly the lack of a systematic understanding of airport customers expectations makes it likely that what is measured will be those attributes that are the most obvious and easy to operationalize. The net result can be a misguided effort to improve service quality in ways that are unimportant to customers, thus failing to offer the value that drives customer choice among alternatives.

Industry Profile

Airports have been a consistent growth segment in the travel and transportation industry. Over the last several decades, the global aviation industry has sustained annual growth rates of five to six percent. More than 5.2 billion passengers passed through the worlds airports in 2009. Airport customers are remarkably varied and include passengers, airlines, employees, concessionaires, tenants and others. This study focuses on passengers (air travelers) the end users of airport facilities and services. Passenger behavior and expectations of the airport experience depend on the type of traveler, purpose of trip and his or her circumstances. Despite their differences, however, all these customers are at the airport for the sole purpose of transferring from ground-based to air modes of transportation. The airport is not a destination for air travelers. It is a transition point. At the airport, passengers encounter a bundle of tangible and intangible services in a physical setting that might characterize as an elaborate services cape, similar to a hospital, with many corridors, queues, signs and complex interactions. It is common for passengers to spend an extended period of time in the airport services cape, averaging over one hour once they have entered the terminal. Chennai International Airport Madras Airport IATA: MAA ICAO: VOMM MAA Chennai Airport is a Public sector entity, Owned by Government of India, Operators under the Airports Authority of India. Located at Tirusulam, Kanchipuram district, Tamil Nadu, India. It serves as a Hub for Air India, Blue Dart Aviation, Jet Airways, Jet Kinect, Spice jet, Indigo Elevation AMSL 52 ft / 16 m
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Coordinates 125856N 80949 ECoordinates: 125856N 80949E Airports have two runways Direction 07/25 12/30 Length 12,0013,658 Asphalt 9,596 2,925 Asphalt/Concrete Surface

With the Passenger movements of 13,125,298. Aircraft movements 120,127 Handles Cargo tonnage397, 191 Source: AAI Chennai International Airport (IATA: MAA, ICAO: VOMM) is the primary airport serving the southern Indian metropolis of Chennai. It is located on GST road in the neighborhood of Tirusulam in Kanchipuram district, Tamil Nadu, within the Chennai Metropolitan Area limits. The IATA code MAA for the airport is derived from the former name of Chennai, Madras. For the year ending January 2012, it was the third busiest airport in India in terms of both international and overall passenger traffic, which is expected to double after December 2012 when the new terminals are opened. The airport is spread across the suburban areas of Meenambakkam, Pallavaram and Tirusulam with passenger entry at Tirusulam and cargo entry at Meenambakkam. The domestic and the international terminals are named after former chief ministers of Tamil Nadu, K. Kama raj and C.N. Annadurai, respectively. It is the first airport in India to have international and domestic terminals adjacent to each other. The airport is the regional headquarters of the Airports Authority of India for the southern region of India comprising the states of Tamil Nadu, Andhra Pradesh, Karnataka, and Kerala and the union territories of Pondicherry and Lakshadweep. As of 2012, the annual passenger traffic at the airport is about 13 million and the airport handles about 325 aircraft movements a day. The passenger traffic is estimated to double by 2020 when the airport will be capable of handling only 500 aircraft movements a day [citation needed]. However, the airport is expected to reach saturation by 201617, necessitating the construction of a second international airport. In 2012, the airport was ranked
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153 in the Airport Service Quality survey (by the Airports Council International) among 156 airports in Asia.

Airport
Madras (Chennai) had one of the first airports in India and was the final destination of Air India's first flight from Bombay (Mumbai) via Belgaum in 1954. The airport was built on land donated by the former governor of Madras Presidency, L. Sriramulu Naidu. Although the first aircraft "Puss Moth" landed in Chennai Airport in 1932, the usage was confined only to military operations during the World War II. In 1952, the Civil Aviation Department took over its operations followed by the IAAI in 1972. An air cargo complex was commissioned on 1 February 1978 for processing of import, export, and transshipment cargo, in addition to unaccompanied luggage, which is the second gateway air cargo terminal in the country after the one at Kolkata airport. The first passenger terminal was built at the northeast side of the airfield, which lies in the suburb of Meenambakkam due to which it was referred to as Meenambakkam Airport. A new terminal complex was subsequently built at Tirusulam, further south near Pallavaram to which, passenger operations were shifted. The new domestic terminal was commissioned in 1985 and the international terminal was commissioned in 1989. The old terminal building is now used as a cargo terminal and is the base for the Indian courier company Blue Dart. On 23 September 1999, a center for flowers, fruits and vegetables was commissioned at the cargo terminal. The new international departure terminal was commissioned in 2003. In 2001, Chennai Airport became the first international airport in the country to receive ISO 9001-2000 certification. In 2008, the AAI started major modernization of the airport.

Administration
The old terminal (1945) at MeenambakkamChennai airport is the regional headquarters of the Airports Authority of India for the southern region of India comprising the states of Tamil Nadu, Andhra Pradesh, Karnataka, and Kerala and the union territories of Pondicherry and Lakshadweep. It functions from the
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ATS Complex within the airport and has 49 airports under its control, including 19 operational AAI airports, 5 operational private/joint venture airports, 5 nonoperational airports, 12 military airports, and 8 disused airfields. These include 6 international airports, 15 domestic airports, and 3 customs airports. Chennai airport is the center of the southern flight information region (FIR), one of the four FIRs that the Indian air space is divided into. The regional executive director (RED) is responsible for the air traffic services over the Chennai FIR and airport management on ground at the airports in South India. The Chennai FIR includes terrestrial air space above the four southern states and two southern union territories and the oceanic air space of the southern part of the Bay of Bengal and the eastern part of the Arabian Sea. Coordination with the neighboring national FIRs of Kolkata and Mumbai and with the neighboring international FIRs of Sri Lanka, Kuala Lampur, and Yangon for air traffic control purposes are being made with telecommunication links (both voice and data). The immigration services at the airport and the Foreigners Regional Registration Office (FRRO), which is the office of the field officers in charge of immigration and registration activities in the city located at ShaktiBhavan at Haddows Road, are handled by the Bureau of Immigration.

Runways
Chennai airport has two runwaysthe 3,658 m (12,001 ft) long primary runway No. 07/25 (east-northeastwest-southwest orientation) and the 2,925 m (9,596 ft) long secondary runway No. 12/30. Approach lights include CAT-1 category at runway 07 and CAT-1 type at runway 25 for 510 m. PAPI-type landing aids are available in all the runways. Routine maintenance works of the primary runway are carried out twice a weekbetween 2.30 p.m. and 4.30 p.m. on Tuesdays and Saturdays. Chennai airport does not have rapid exit taxiways that help pilots to vacate a runway without slowing down the aircraft soon after landing. Planes such as the Airbus 380 and Boeing 747-800 will have to slow down completely to negotiate sharp turns on the taxiway. In 2011, AAI began work on upgrading the existing taxiways and parking bays at the airport to handle these jumbo planes.
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The secondary runway, which was initially 2,035-m long, was closed in 2009 to extend it over the Adyar river by means of a bridge over the watercourse at a cost of 4,300 million. Initially, 126.59 acres of land for second runway was handed over to Airports Authority of India (AAI). In March 2011, by acquiring 136 acres of land from the state government, AAI completed extension of the 2,035-m secondary runway by 1,400 m, whose commissioning, initially planned to be by November 2011, has been delayed as the approach lighting system has not been installed. While the cost of extending the runway was projected to be about 2,400 million, that of the bridge is almost 2,300 million. A bridge has been constructed across the Adyarriver to extend the secondary runway by a length of 1,400 m to a total length of 3,445 m, including 835 m on the northern side of the river. The bridge accommodates the runway and a taxiway, making Chennai Airport the only international airport in India to have a runway across a river. In Mumbai, only an end of the runway is over Mithiriver. When the Airports Authority of India (AAI) recommissions the secondary runway, Chennai airport will join the league of airports with a functional runway across a river, namely, the Atlanta, Brooklyn and Madeira Island airports. With the second airport near Sriperumbudur under consideration, the project for a parallel runway has been put on hold and the total land required for the airport expansion reduced from 1069.99 acres to 800 acres. The AAI has made it clear that without the removal of obstructions like houses, water tanks and trees, it cannot open the full-portion of the secondary runway. Also, with metro rail works also expected to begin at the airport stretch, the full use of the secondary runway is not possible. It is planning to operate 2,400 m even after all the obstructions are removed and proper security arrangements made for the bridge over the river. About 2,085 m of the runway was earlier used for landing only smaller aircraft, like ATR types. In February 2012, airport authorities announced that only about 2,160 m of the secondary runway would be operationalized as there will be 330 m permanent displacement at GST road side and 780 m displacement at the other end. This restricted length would be enough to operate Airbus-320 series and Boeing-737 aircrafts without load penalty. Bad planning by the airport authorities, which has resulted in the removal of the very-high-frequency Omni range equipment (VOR) from its original location where a link way has been
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constructed between the main and the secondary runways, has been considered the reason behind the delay.

Traffic
As of 2011, the annual capacity of the domestic terminal is 6 million passengers, but more than 7 million use it. The airport saw a 9.4 percent increase in passenger movementfrom 6.83 million to 7.48 millionbetween April and October 2011 over the corresponding period in the past year. Currently, the airport handles about 325 aircraft movements a day. During 2010-11, passenger traffic rose 14 percent to 12.05 million and the total number of passengers is expected to touch 13.1 million (a 9-percent increase) in 2012, including 8.6 million in the domestic and 4.5 million in the international terminals. Chennai airport is the main gateway for the air cargo traffic from the southern region of India which caters to the requirement of Far-East regions, the Europe and the United States, and recently African destinations such as Ethiopia and Nigeria. Cargo handled at Chennai airport included electronic goods, engineering goods, and auto components apart from the traditional leather products and textiles. The airport handled 300,000 tones of international cargo and 93,000 tons of domestic cargo in 2010-11. This included 160,000 tonnes of export and 140,000 tonnes of import, with a growth of 20 percent.[34] The revenue in 2010-11 was 6,440 million and it is expected to increase to 6,680 million in 2011-12. As of 2012, there are 52 scheduled airline operators, including 33 international and 19 domestic operators, and 57 non-scheduled operators, including 23 international and 34 domestic operators, operating services from Chennai airport, the highest in the southern region.As of February 2012, 36 freighters operate out of Chennai airport.

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Busiest International Routes from Chennai Airport (20102011)

S.NO

RANK

AIRPORT

PASSENGERS

1 2 3 4 5 6 7 8 9 10 11 12 13

14 15 16 17 18 19 20

Colombo, Sri Lanka Dubai,United Arab Emirates Singapore Kuala Lumpur, Malaysia Riyadh, Saudi Arabia Frankfurt, Germany Bangkok, Thailand Muscat, Oman Doha, Qatar United Kingdom Sharjah, United Arab Emirates Hong Kong Abu Dhabi, United Arab Emirates Brussels, Belgium Bahrain Kuwait Jeddah, Saudi Arabia Dammam, Saudi Arabia New York, United States Mauritius

794,760 749,703 542,946 273,078 174,127 170,058 152,931 152,015 130,932 107,238 102,918 96,400 94,583

9,973 32,911 23,452 9,921 1,469 24,028 9,765 841 25,558 5,987 3,059 45,193 11,679

94,238 83,008 75,924 41,122 38,742 38,610 12,515

5,812 587 2,437 1,608 315 900 420

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The airport was modernized and expanded in 2012, with the construction of a new domestic terminal, the expansion and renovation of the existing international terminal, the renovation of the existing domestic terminal, the extension of the secondary runway and the creation of a parallel runway, taxiways, aprons, parking bays and cargo terminal. The new terminal spread across 72,000 m2 (780,000 sq ft) has 72 passenger check-in counters. However, the plan for the parallel runway has been dropped. The original plan to build a three-basement-level car parking for about 1,500 vehicles with about 8,000 sq m of commercial area on the open ground opposite the new domestic terminal building has been deferred temporarily. Instead, a surface-level parking to accommodate 400 vehicles has been planned at a cost of 44.2 million. The proposed Chennai Metro Rail Project will connect the airport to various parts of the city. Tentatively, the project is programmed for completion in the financial year 2013-2014.

Facilities
Airport houses many duty-free shops and restaurants in its lobby. The authority is planning to open more shops in the premises. It is said that around 18,500 sq ft of space is available for shops.

Transport links
The airport is situated on the Grand Southern Trunk Road (National Highway 45) and is also served by Tirusulam railway station on the Suburban railway network. Airport prepaid taxis are available round the clock, with moderate fares fixed by the government. The proposed Metro Rail System will also connect the airport with other important places in Chennai. The concourse of the station will be linked to the passenger terminals by means of a connector tube connecting the metro station to the flyover at the terminals, so that passengers alighting from the train can go to the departure area of the airport terminals without coming out of the station building. With the construction of the metro rail station, the Tirusulam suburban train station will be integrated with the metro and the airport.

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With the opening of the Chennai Metro rail station, Chennai airport will be the second in the country to be connected to a metro station. A flyover at the entrance of the airport helps the traffic on GST road bypass the entrance. The Kathipara grade-separator at Guindy facilitates the traffic flowing from the city center into the airport side.

Future expansion
There is a current plan of setting up of a new greenfield airport at Sriperumbudur and Tiruvallurtaluks, apart from the expansion of the existing airport at Tirusulam. The greenfield airport would come up on 4,800 acres (1,900 ha) of land. About 200,000 million will be invested in a greenfield airport near Chennai, says Tamil Nadu's vision 2023 document. The feasibility report of the International Civil Aviation Organization (ICAO), which has suggested that a second airport for the city could come up on 5,000 acres (2,000 ha) at Sriperumbudur, was submitted to the state government. The four-runway second airport is proposed to be built on 4,823 acres at Sunguvarchathiram near Sriperumbudur, northwest of Chennai, at an estimated cost of 35,000 million in the first phase. To be built in two phases, the anticipated expenditure for phase I of the project is 40,000 million with a 87,000 sq m terminal along with a parking space for 750 vehicles. The second phase involves 150,000 sq m of terminal and enhancing parking space to accommodate 1,500 vehicles at an investment of 14,750 million. The greenfield airport will be able to handle 40 million passengers annually. An integrated simulator will be installed at Chennai airport, which will be the first of its kind in the country, at a cost of 200 million. The equipment will be set up at the Air Traffic Services complex.

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Company Profile
Airports Authority of India is anPSU (public sector unit ), Which was Founded in the year 1994,Headquarters situated at Rajiv Gandhi Bhawan,Safdarjung Airport, New Delhi-110003 ,about 22,000 employees work for AAI all over India in different airports. V.P.Agrawal is the Chairman, S.C.Chhatwal controls (Finance), K.K.Jha, Member(HR) S.Raheja, Member(Planning) V.Somasundaram, Member(ANS) G.K.Chaukiyal, Member(Operations) Products Website Airports, ATC, CNS www.aai.aero

Airports Authority of India (AAI) manages a total of 125 Airports, which include 11 International Airports, 08 Customs Airports, 81 Domestic Airports and 25 Civil Enclaves at Defense Airfields. AAI also provides Air Traffic Management Services (ATMS) over entire Indian Air Space and adjoining oceanic areas with ground installations at all Airports and 25 other locations to ensure safety of Aircraft operations. The Airports at Ahmedabad, Amritsar, Calicut, Guwahati, Jaipur, Trivandrum, Kolkata & Chennai, which today are established as International Airports, are open to operations even by Foreign International Airlines. Besides, the International flights, National Flag Carriers operate from Coimbatore, Tiruchirappalli, Varanasi, and Gaya Airports. Not only this but also the Tourist Charters now touch Agra, Coimbatore, Jaipur, Lucknow, Patna Airports etc. AAI has entered into a Joint Venture at Mumbai, Delhi, Hyderabad, Bangalore and Nagpur Airports to upgrade these Airports and emulate the world standards. All major air-routes over Indian landmass are Radar covered (29 Radar installations at 11 locations) along with VOR/DVOR coverage (89 installations) co-located with Distance Measuring Equipment (90 installations). 52 runways
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are provided with ILS installations with Night Landing Facilities at most of these Airports and Automatic Message Switching System at 15 Airports. AAI's successful implementation of Automatic Dependence Surveillance System (ADSS), using indigenous technology, at Calcutta and Chennai Air Traffic Control Centers, gave India the distinction of being the first country to use this advanced technology in the South East Asian region thus enabling effective Air Traffic Control over oceanic areas using satellite mode of communication. Use of remote controlled VHF coverage, along with satellite communication links, has given added strength to our ATMS. Linking of 80 locations by V-Sat installations shall vastly enhance Air Traffic Management and in turn safety of aircraft operations besides enabling administrative and operational control over our extensive Airport network. Performance Based Navigation (PBN) procedures have already been implemented at Mumbai, Delhi and Ahmedabad Airports and are likely to be implemented at other Airports in phased manner. AAI has undertaken GAGAN project in technological collaboration with Indian Space and Research Organization (ISRO), where the satellite based system will be used for navigation. The navigation signals thus received from the GPS will be augmented to achieve the navigational requirement of aircrafts. First Phase of technology demonstration system has already been successfully completed in February 2008. Development team has been geared up to upgrade the system in operational phase. AAI has also planned to provide Ground Based Augmentation System (GBAS) at Delhi and Mumbai Airports. This GBAS equipment will be capable of providing Category-II (curved approach) landing signals to the aircrafts thus replacing the existing instrument landing system in the long run, which is required at each end of the runway. The Advanced Surface Movement Guidance and Control System (ASMGCS), installed at Delhi, has upgraded operation to runway 28 from CAT-IIIA level to CAT-IIIB level. CAT-IIIA system permits landing of aircrafts up to visibility of 200mtrs. However, CAT-IIIB will permit safe landing at the Airports at a visibility below 200mtrs but above 50mtrs. AAI's endeavor, in enhanced focus on 'customer's expectations', has evinced enthusiastic response to independent agency, which has organized customer satisfaction surveys at 30 busy Airports. These surveys have enabled
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us to undertake improvements on aspects recommended by the Airport users. The receptacles for our 'Business Reply Letters' at Airports have gained popularity; these responses enable us to understand the changing aspirations of Airport users. During the first year of the millennium, AAI endeavors to make its operations more transparent and also make available the instantaneous information to customers by deploying state-of-art Information Technology. The specific training, focus on improving the employee response and the professional skill up-gradation, has been manifested. AAI's four training establishments viz. Civil Aviation Training College (CATC) - Allahabad, National Institute of Aviation Management and Research (NIAMAR) - Delhi and Fire Training Centres (FTCs) at Delhi & Kolkata are expected to be busier than ever before. AAI has also undertaken initiatives to upgrade training facilities at CATC Allahabad and Hyderabad Airport. Aerodrome Visual Simulator (AVS) has been provided at CATC recently and non-radar procedural ATC simulator equipment is being supplied to CATC Allahabad and Hyderabad Airport. AAI is having a dedicated Flight Inspection Unit (FIU) and it has fleet of three aircrafts fitted with latest state-of-art fully automatic flight inspection system capable of inspecting. ILS up to Cat-III VOR (CVOR/DVOR) DME NDB VGSI (PAPI, VASI) RADAR (ASR/MSSR) In addition to in house flight calibration of nav aids, AAI also undertakes flight calibration of nav aids for Air force, Navy, Coast Guard and other private Airfields in India. V.P Agrawal is the current chairman of the AAI. Airports Authority of India (AAI) was constituted by an Act of Parliament and came into being on 1 April 1995 by merging erstwhile National Airports Authority and International Airports Authority of India. The merger brought into existence a single Organization entrusted with the responsibility of creating, upgrading, maintaining and managing civil aviation infrastructure both on the ground and air space in the country.

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Functions
Design, Development, Operation and Maintenance of international and domestic airports and civil enclaves. Control and Management of the Indian airspace extending beyond the territorial limits of the country, as accepted by ICAO. Construction, Modification and Management of passenger terminals. Development and Management of cargo terminals at international and domestic airports. Provision of passenger facilities and information system at the passenger terminals at airports. Expansion and strengthening of operation area, viz. Runways, Aprons, Taxiway etc. Provision of visual aids. Provision of Communication and Navigation aids, viz. ILS, DVOR, DME, Radar etc.

QUALITY POLICY We are committed to: Prevent occurrence of corruption and malpractices for streamlining the functioning in the organization; Promote and cultivate culture of honesty and an ethical environment to ensure integrity at all levels to bring quality and excellence at work place; Carry out investigations in a transparent, impartial and objective manner based on facts; Assist in promptly disciplining the defaulters from vigilance angle; and Continually improve Quality Management System to facilitate accomplishing Corporate Mission and Vision.

VISION
Vigilance Department be seen as innovative, positive, efficient & effective set up in instituting ethical work practices in the organization.
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MISSION
Bring all the cases of investigation which are more than one year old in CVD to their logical conclusion by end of 2009 and such pendency to be avoided thereafter; Bring all the cases more than one year old under disciplinary proceedings to their logical conclusion by end of 2009 and such pendency to be avoided thereafter; Conclude all the cases in a time bound manner as prescribed in Quality Management System; and Timely and effective implementation of all programmes under preventive vigilance.

Passenger Facilities
Construction, modification & management of passenger terminals, development & management of cargo terminals, development & maintenance of apron infrastructure including runways, parallel taxiways, apron etc., Provision of Communication, Navigation and Surveillance which includes provision of DVOR / DME, ILS, ATC radars, visual aids etc., provision of air traffic services, provision of passenger facilities and related amenities at its terminals thereby ensuring safe and secure operations of aircraft, passenger and cargo in the country.

Air Navigation Services

Airports Authority of India Air Traffic Services, Indira Gandhi International Airport In tune with global approach to modernization of Air Traffic Control infrastructure for seamless navigation across state and regional boundaries, AAI has been going ahead with its plans for transition to satellite based Communication, Navigation, Surveillance and Air Traffic Management. A number of co-operation agreements and memoranda of co-operation have been signed with US Federal Aviation Administration, US Trade & Development
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Agency, European Union, Air Services Australia and the French Government Co-operative Projects and Studies initiated to gain from their experience. Through these activities more and more executives of AAI are being exposed to the latest technology, modern practices & procedures being adopted to improve the overall performance of Airports and Air Navigation Services. Induction of latest state-of-the-art equipment, both as replacement and old equipments and also as new facilities to improve standards of safety of airports in the air is a continuous process. Adoptions of new and improved procedure go hand in hand with induction of new equipment. Some of the major initiatives in this direction are introduction of Reduced Vertical Separation Minima (RVSM) in India air space to increase airspace capacity and reduce congestion in the air; implementation of GPS And Geo Augmented Navigation (GAGAN) jointly with ISRO which when put to operation would be one of the four such systems in the world. AAI is a full member of the Civil Air Navigation Services Organization (CANSO).

IT Implementation
Information Technology holds the key to operational and managerial efficiency, transparency and employee productivity. AAI initiated a programmer to indoctrinate IT culture among its employees and this is most powerful tool to enhance efficiency in the organization. AAI website with domain name www.airportsindia.org.in or www.aai.aero is a popular website giving a host of information about the organization besides domestic and international flight schedules and such other information of interest to the public in general and passengers in particular.

HRD Training
A large pool of trained and highly skilled manpower is one of the major assets of Airports Authority of India. Development and Technological enhancements and consequent refinement of operating standards and procedures, new standards of safety and security and improvements in management techniques call for continuing training to update the knowledge and skill of officers and staff. For this purpose AAI has a number of training establishments, viz. NIAMAR in Delhi, CATC in Allahabad, Fire Training
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Centers at Delhi & Kolkata for in-house training of its engineers, Air Traffic Controllers, Rescue & Fire Fighting personnel etc. NIAMAR & CATC are members of ICAO TRAINER programme under which they share Standard Training Packages (STP) from a central pool for imparting training on various subjects. Both CATC & NIAMAR have also contributed a number of STPs to the Central pool under ICAO TRAINER programme. Foreign students have also been participating in the training programme being conducted by these institution

Revenue
Most of AAI's revenue is generated from landing/parking fees and fees collected by providing CNS & ATC services to aircraft over the Indian airspace. Only 16 of the 126 airfields operated by the AAI are profitable while the other airports incur heavy losses due to underutilization and poor management.

Privatization of Airports

The AAI was involved in a tussle with the Ministry of Civil Aviation over the issue of privatization of its two most profitable airports, Delhi Airport and Mumbai Airport. The Government of India handed over these two airports to private companies for the purpose of modernization in 2006 under revenue sharing agreement. The privatization for Mumbai and Bangalore has been handed to GVK Group and for Hyderabad, Delhi to the GMR Group. The airports which have been privatized are : Cochin - Cochin International Airport Bangalore - Bengaluru International Airport Delhi - Indira Gandhi International Airport Hyderabad - Rajiv Gandhi International Airport Mumbai ChhatrapatiShivaji International Airport
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International Projects
The AAI has been involved in various consultancy projects with Libya, Algeria, Yemen, Maldives, Nauru and Afghanistan The AAI also provides trained personnel for operation, maintenance and management of airports in these countries.

Objectives of the study

Primary objective
The objective of the study is to determine the passenger satisfaction level, from the terminal facilities at Chennai international terminal.

Secondary objective To understand the working condition and process taking place at the terminal To find out the facilities been provider at the terminal. To have an in depth knowledge about the terminal operations.

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Scope of study
The scope of the study is to find out the customers satisfaction level with reference to Chennai international airport , especially the services provided. The study helps to identify the satisfaction level towards the various qualitative factors regarding the services. Thus, the customers (passenger) needs and wants are understood and steps can be taken in future to uplift the satisfaction level. If the company adopts the suggestions given by the customers as well as the recommendations given by the researcher, it can delight the customers. This study will help us to understand customers, preference and their needs expected from the terminal ( Chennai international airport). This study will not only help me as a student but it also assists to know the satisfaction level of the organization.

Limitations of the Study:

The scope of study is limited to the respondents who are selected only from Chennai international terminal. The sample size was only 50 respondents. Lack of response from the passengers. Time difference in the flight schedule.

25

Chapter 2: Research Methodology

26

Methodology adopted for the study.

The methods which is are adopted for the study . I employed the following method to carry out my research. Development of instruments for gathering the informationQuestionnaire Identification of target population and determination of sampling plan Determination of the sample size I have targeted 50 people for the purpose of research Data collection-It took place with the help of filling questionnaires. Design of procedure for information collection. Secondary data which is been collected by the AAI ( Airport Authority of India , Chennai ) Usage of internet and online sources of datas available

Data Collection:
The method I used for research was to obtain data. They are classified into Primary data-Information gathered by questionnaire. Secondary data-Data obtained from books and websites.

Data Analysis:
The responses of the respondents are counted and reproduced in the form of pie charts.

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Chapter 3: Review of Literature

28

Literature review on passenger satisfaction in airports

Aviation trade publications and airport press releases provide evidence that managers in the airport industry clearly understand the importance of their customers perceptions of service quality (Airport di Roma S.p.A., 2004; Bomenblit, 2002; Gooding, 1999). Academic and industry researchers regularly measure passenger perceptions of airport services quality to benchmark performance metrics directly from the voice of the customer (Chen, 2002), to identify opportunities for service improvement (Yeh and Kuo, 2002) and to avoid losing valuable passenger traffic (Rhoades et al., 2000). In addition, airport marketers research passenger needs and wants for the purposes of enhancing non-aviation related revenues from restaurant and retail offerings (Danyliew and Cohen, 1997; Harrison, 1996). The nature of the expectations underlying airport service quality perceptions is unclear. Unlike the more widely accepted gap-theory model for measuring service quality (i.e., subtracting a customers perceived level of service received from what was expected), both academic and commercial airport researchers are more likely to measure service quality by establishing and monitoring service performance measures which may or may not be informed by direct customer input (Yeh and Kuo, 2002). Often, these measures are internal (e.g., number of complaints, wait / service time for baggage delivery or check-in). Internal measures of service performance are useful for benchmarking processes, but at the same time suspect because these measures are typically derived from managers rather than from passengers, thus lacking a true customer perspective. Even when service performance measures are external intended to measure the attitudes and opinions of customers directly the lack of a systematic understanding of airport customers expectations makes it likely that what is measured will be those attributes that are the most obvious and easy to operationalize. The net result can be a misguided effort to improve service quality in ways that are unimportant to customers, thus failing to offer the value that drives customer choice among alternatives. AAI has to cater to very demanding customers who in the wake of globalization have the exposure to the best of facilities available at other airports in the world.

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Improvement of passenger facilities is a continuous process. continuously striving to meet these challenges. Customer Satisfaction airport Benchmarking surveys, Passenger Suggestion Schemes are mechanisms to identify the expectations of airport customers and necessary corrective action.

AAI is Surveys, the few take the

Customer Satisfaction is one of the key performance objectives of AAI. It is evaluated through Customer Satisfaction Survey conducted by an independent agency commissioned by AAI. AAI undertake Customer Satisfaction to measure customer satisfaction at AAIs top 40 airports which handles about 96% of the total Indian air traffic. The survey covers all airport users viz., passengers, visitors, concessionaires, regulatory agencies, employees working at the airports, airlines exporters, importers, pilots etc. They survey is conducted at both international and domestic passenger terminals, cargo terminals etc. adopting systematic stratified sampling techniques. Statistical Confidential Intervals are derived for the results of the survey and the survey results are further tested for statistical validity More than 50000 airport users are interviewed by survey investigators through structured questionnaire, seeking their opinion on five point scale about facilities and services provided by AAI. The overall customer satisfaction level is worked out for each facility/service by taking weighted average of the 5 point options. The number of responses for each option is used as weights to work out the over all satisfaction level of the respective facilities/services. The overall customer satisfaction level of the airport is worked out by taking the weighted average of customer satisfaction level of all facilities/services. Usage level of each facility is used a respective weight. A customer satisfaction index for AAI is the weighted average of all 40 airports. The traffic handled at each airport is taken as the corresponding weight for the airports. The Customer Satisfaction Level is measured on half yearly basis and tested for significant improvement/deterioration. In case of deterioration, the responsible HOD/Airport Directors are advised to take corrective steps and to ensure improvement in the next round. The airport registering improvement in Customer Satisfaction are given higher targets for the following years and thus a continuous improvement in Airport Services is ensured by monitoring customer satisfaction level and continuously improving the facilities. The following table gives the overall Customer Satisfaction Index (CSI) of AAI from 1995-96 ;
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YEAR 95-96 96-97 97-98 98-99 99-00 00-01 01-02 02-03

CSI (%) 55 63 68 66 70 71 72 72

YEAR 03-04 04-05 05-06 06-07 07-08 08-09 09-10 10-11

CSI (%) 74 75 74 75 75 78 77 77

The above table reveals that, a Customer Satisfaction Level of AAI airport is continuously improving. However, AAI has to go a long way to achieve the over all customer satisfaction level of 85 to 90%.

(source AAI)

The satisfaction of over 56 million passengers every year is the top priority. For that they intend to increase the general satisfaction with Frankfurt Airport by ten per cent points up to 80% (based on the year 2010) and create a clear and recognized service profile whose structure will be reflecting the large proportion of connecting passengers. They have also initiated optimization programs for many individual aspects such as waiting times at the checkpoints, the friendliness of the staff or orientation possibilities and distances. The relevant activities have been incorporated in a strategic service program called Great to have you here!

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Customer Satisfaction
Every month Frankfurt Airport is conducting surveys to find out how satisfied our passengers are. Every three months, these surveys are complemented by comparative figures from other airports, the Airport Service Quality Index (ASQ), an initiative of the Airport Council International (ACI). In 2011, Frankfurt Airport was able to considerably improve its ranking for the first time. Essential factors for successfully handling challenging situations at the airport are motivation and competence when dealing with travellers. To encourage a stronger emphasis on customer responsiveness, all our employees are undergoing an extensive training. Cross-hierarchical events held by our Service Academy are helping our managers and employees to promote a better joint service approach. 1,087 colleagues from Fra port and its subsidiary Fra port Security Services (Fra Sec) gmbh were participating in 114 training and staff development programs in 2011. Extensive feedback and complaints system which allows our customers to inform us about their experiences also provided a substantial contribution to our customer satisfaction. By e-mail, telephone, letter, in person or via our feedback terminals - we are at the customer's disposal and it is our aim to definitely answer every complaint within five days, possibly in a personal telephone call. In 2011 we received 3,280 complaints; more than a quarter of them with regard to safety procedures, especially in connection with the withdrawal of dangerous goods from checked-in baggage. The complaints are logged in the competent areas and serve as suggestions for improvement. Besides, we have a constant dialog with our business customers and partners. Our Customer Advisory Councils and Work Groups, meeting monthly or quarterly with the airlines, are firmly established dialogs; in addition, numerous ad-hoc meetings are held on a topic basis. There is an active exchange of views with the authorities.

( source Frankfurt airport )

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Statement of problem

There has been an rapid growth in the aviation industry from the past few years, now global it is in a boom period, but it will not be there if the passengers are not been satisfied with the service there will be losses for the airlines as well as for the airports. The services which are being offered by the airlines and airports should be as per the standards and growth of the sector. Day by day airlines are introducing more and new services to their passengers in order to attract and retain there customer. So for this they have to continuously study the trends and the needs and wants of the passengers. The frequent study of the passenger will give an idea regarding their expectations from the airports them travelling and the airline they are using for that. In order to have growth with respect to the other competitors in the sector, we should be always looking forward in order retain and attract new passengers. The recent trends of the services which is being offered are to be studied in order to find out the problems in the services being provided by them to their respective passengers. The passenger satisfaction is the most essential element in an airline and airport industry as the passengers plays an major role in the income made by these industry. The major aim of the airlines and airports should be in providing better quality of services and facilities to them with respect to the payments made by the passengers. The frequent analysis of the quality of the facilities being provided at the airport is also necessary as, theChennai airport comes #3rd biggest airport in India, handling domestic as well as International flights. The quality of an country and starts state with the airport, the passengers entering the city or country through the airport makes or get an overall standards and quality of the country or city from there airports quality and services. The problem faced by the Indian airports are that, they lack in the passenger satisfaction the quality of the services which are being provided in these airports are not up to an international standards. The passengers always have complaints travelling through the countries airports.

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The study of the passengers satisfaction is always necessary in order to understand the problems in the facilities which are being offered in the airport, and we can maintain and undergo changes in the airport facilities and structures in order to meet the international standards. In order to have an complete knowledge about the facilities and the passenger needs from the Chennai airport, the study will help us to know the level of passenger satisfaction and to know the passenger suggestions and complaints in order to understand and contribute in the future development of the airport as well as the country. A airport plays as an gateway which gives an outline in the minds of the travelers about the city and the country in which it is located.

Significance of study

This study contributes to further research, organizational prospective and individual prospective (passengers and customers). The certainty and reliability is of the results are able to act as the guidelines for the future research in determining the passenger satisfaction in Chennai international airport. In organization perspective, this study will help in better understanding and knowledge about the needs and wants of an passenger in the aviation industry. Besides this study will help to determine the most contributing valuable which has the most significant relationship over the industry and its customers. It will also help the authority to identify the real needs and wants of the customers in putting the effort to acquire as well as to retain the quality customers. Furthermore the study will help the authority by providing useful information to set appropriate policy in making sure that the customer experiences the maximum level of satisfaction.

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Chapter 4: Results and Discussions

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Anna International Terminal

The Anna International Terminal facilitates passengers from South Asian destinations such as Singapore, Kuala Lumpur and Colombo as well as other locations across the globe.

Terminal Transfer
The two terminals are pretty close by each other such that one can simple walk across.

Facilities
Passengers at Chennai airport can avail of special assistance in case of physically challenged. There are retiring room facilities for transit passengers passing through Chennai. Foreign exchange counters, Bank ATMs and vending machines are provided for the convenience of the passengers. Business travelers can make use of the video and phone conferencing facilities as well as the Internet Communication Center. There are a number of facilities offered by the airports authority for the convenience of the passengers. Almost all these facilities have been mention in the information provided below. Free Telephone in security hold area. Special Assistance for physically handicapped passengers. Reserved parking, rest places, PCOs, Toilets, etc. Reserved lounge / Executive lounge. AAI (IAD) assistance counter. Pre-paid taxi & car rental counter at Kamaraj Domestic Terminal and Anna International Terminal. Infant lobby. Free medical facility. Free passengers trolleys. Retiring rooms & dormitory accommodation for transit passengers. Health scan facility at Kamaraj Domestic Terminal. Auto vending machines for snacks, newspapers, magazines, etc. Restaurant for passengers & visitors. Entertainment televisions. STD/ISD facilities on city side area and terminal. Vending machines for tea / coffee and cold drinks in city side and terminal.
36

Airport declared as "No Smoking Zone". ICICI/Indian Bank ATM counters at Kamaraj Domestic Terminal. Foreign exchange counters at departure/arrival/city side. Communication centre for Internet browsing, Email, Video Phone, Conference, etc. Video/Phone/Conference facility. Duty free shop. Gift shop, travelers requisite shop, book stall, etc AMBU-Lift facility. Tourist Information Counter - Government of India. Railway reservation counter. City coach center.

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QUESTIONNAIRE

1. 2. 3. 4. 5.

NAME: AGE: CONTACT NO: LOCATION: OCCUPATION

6. ARE YOU SATISFIED WITH THE DIRECTION SIGNAGE AT THE AIRPORT? YES NO 7. WHAT DO YOU FEEL ABOUT THE PHYSICAL ENVIRONMENT OF THE AIRPORT? EXCELLENT GOOD SATISFACTORY POOR 8. RATE THE CROWD HANDLING AT THE AIRPORT IN A SCALE OF 1-5?

9. WHAT DO YOU FEEL ABOUT THE SPATIAL LAYOUT AND FUNCTIONALITY OF THE AIRPORT? EXCELLENT GOOD SATISFACTORY POOR 10. RATE THE AMBIENCE OF AIRPORT IN A SCALE OF 1-5?

11. WHAT DO YOU FEEL ABOUT THE AIRLINE SERVICE PROVIDERS AT AIRPORT? EXCELLENT GOOD SATISFACTORY POOR 12. RATE THE SERVICES OFFERED BY THE AIRPORT IN A SCALE OF 1-5?

13. WHAT DO YOU FEEL ABOUT THE CONNECCTIVITY OF THE AIRPORT? EXCELLENT GOOD SATISFACTORY POOR 14. RATE THE AIRPORT IN A SCALE OF 1-5?

15. ANY COMPLAINTS OR SUGGESTIONS____________________________________

Scaling : 1 excellent, 2- good, 3 satisfactory ,4- poor, 5 no comments
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Data analysis

Direction signage Yes No 37 13 Physical environment of airport Excellent Good Satisfactory 0 13 35 Crowd handling 1 2 1 22 Ambience of airport 1 2 1 10 3 18 3 36

Poor 2 4 7 4 5 Poor 3 4 12 Poor 5 4 3 5 0 5 0 5 2 5 0

Airline service provider at airport Excellent Good Satisfactory 1 10 36 Services provided at the airport 1 2 3 0 5 33 Connectivity to the airport Excellent Good 1 7 Airport rating 1 0 2 6 Satisfactory 37 3 41

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Interpretation
I have used pie chart in order to show the data gathered through questioner , as pie chart (or a circle graph) is a circular chart divided into sectors, illustrating numerical proportion. In a pie chart, the arc length of each sector (and consequently its central angle and area), is proportional to the quantity it represents. While it is named for its resemblance to a pie which has been sliced, there are variations on the way it can be presented. The earliest known pie chart is generally credited to William Play fairs Statistical Breviary of 1801. Pie charts are very widely used in the business world and the mass media. However, they have been criticized, and many experts recommend avoiding them, pointing out that research has shown it is difficult to compare different sections of a given pie chart, or to compare data across different pie charts. Pie charts can be replaced in most cases by other plots such as the bar chart. The formula being used to convert the data from the questioner to percentage and in degrees are as follows :-

Percentage = result/no of samples * 100 = x% Degree = x% * 360 = y`

The Calculations are as follows

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Statistical Calculations
Percentage = result/no of samples * 100 = x% Degree = x% * 360 = y` Direction signage Yes 37 37/50*100 = 74 % 74%*360 = 266.4` no 13 13/50*100 = 26 % 26%*360 = 93.3`

Physical environment of airport Excellent = 0 0/50*100 = 0 % 0%*360 = 0` Crowed handling 1 1/50*100=2% 2%*360 =7.2 4 7/50*100 = 14% 14%*360 =50.4 Spatial layout Excellent = 0 0/50*100 = 0 % 0%*360 = 0` good = 18 satisfactory = 28 18/50*100 = 36% 28/50*100 = 56 % 36%*360 = 129.6` 56%*360 = 201.6` poor = 4 4/50*100 = 8% 8%*360 = 28.8` 2 3 22/50*100 = 44%18/50*100 = 36 % 44%*360 = 158.4 36%*360 = 129.6 5 2/50*100 = 4% 4%*360 = 14.4 good = 13 satisfactory = 35 poor = 2 13/50*100 = 26% 35/50*100 = 70 % 2/50*100 = 4% 26%*360 = 93.6` 26%*360 = 252` 4%*360 = 14.4`

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Ambience Excellent = 1 1/50*100 = 2 % 2%*360 = 7.2` Airlines services Excellent = 1 1/50*100 = 2 % 2%*360 = 7.2`

good = 10 satisfactory = 36 10/50*100 = 20% 36/50*100 = 72 % 20%*360 = 72` 72%*360 = 259.2`

poor = 3 3/50*100 = 6% 6%*360 = 21.6`

good = 10satisfactory = 36 poor = 3 10/50*100 = 20% 36/50*100 = 72 % 3/50*100 = 6% 20%*360 = 72` 72%*360 = 259.2` 6%*360 = 21.6`

Service provided at airport 1 2 3 0/50*100 =0% 5/50*100 = 10% 33/50*100 = 66 % 0%*360 =0 10%*360 = 36 66%*360 = 237.6 4 12/50*100 = 24% 24%*360 =86.4 Connectivity Excellent = 1 1/50*100 = 2 % 2%*360 = 7.2` Airport rating 1 0/50*100 =0% 0%*360 =0 4 3/50*100 = 6% 6%*360 =21.6 2 3 6/50*100 = 12% 41/50*100 = 82 % 12%*360 = 43.2 82%*360 = 295.2 5 0/50*100 = 0% 0%*360 = 0 good = 7satisfactory = 37 poor = 5 7/50*100 = 14% 37/50*100 = 74 % 5/50*100 = 10% 14%*360 = 50.4` 74%*360 = 266.4` 10%*360 = 36` 5 0/50*100 = 0% 0%*360 = 0

42

Evidence of the field work (samples and survey papers)

43

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45

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Chapter 5: Conclusion

49

Findings

1. Satisfaction of the direction signage at the airport

Direction signage Yes Direction signage No

Direction signage Yes 37 37/50*100 = 74 % 74%*360 = 266.4` no 13 13/50*100 = 26 % 26%*360 = 93.3`

Airport signage can be used to direct traffic or guide travelers through airport facilities. These directional signs will put the visitors at ease as they travel through the airport. Chennai international airport is providing clean, clear, and highly visible signage for airport visitors from various destinations.

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2.PHYSICAL ENVIRONMENT OF THE AIRPORT

Physical environment of airport Excellent

Physical environment of airport Good

Physical environment of airport Satisfactory

Physical environment of airport Poor

Physical environment of airport Excellent = 0 0/50*100 = 0 % 0%*360 = 0` good = 13 satisfactory = 35 poor = 2 13/50*100 = 26% 35/50*100 = 70 % 2/50*100 = 4% 26%*360 = 93.6` 26%*360 = 252` 4%*360 = 14.4`

In balance with the social and physical environment, Airport exists to play an enduring role in meeting the growing demand for air travel. Society, on the other hand, attaches greater and greater weight to a green environment and cleaner air.

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3. CROWD HANDLING AT THE AIRPORT:

Crowed handling 1 1/50*100=2% 2%*360 =7.2 2 3 22/50*100 = 44%18/50*100 = 36 % 44%*360 = 158.4 36%*360 = 129.6

4 5 7/50*100 = 14% 2/50*100 = 4% 14%*360 =50.4 4%*360 = 14.4 To better manage the increasing number of passengers at the terminals, the Airport Authority, Police, airport security staff, airlines and ground handling agents work together to prepare designated areas for passengers of different airlines to queue up for check-in. Additional staff and signage are arranged to facilitate passenger flow and maintain terminal order.
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4. SPATIAL LAYOUT AND FUNCTIONALITY OF THE AIRPORT

Spatial layout and functionality Excellent

Spatial layout and functionality Good

Spatial layout and functionality Satisfactory

Spatial layout and functionality Poor

Spatial layout Excellent = 0 0/50*100 = 0 % 0%*360 = 0` good = 18 satisfactory = 28 18/50*100 = 36% 28/50*100 = 56 % 36%*360 = 129.6` 56%*360 = 201.6` poor = 4 4/50*100 = 8% 8%*360 = 28.8`

Terminals interior architecture adopts an intuitive spatial layout, promoting ease of orientation and the optimization of natural light. The design implements the concept of total journey experience, an approach that focuses on the needs and experiences of the passenger at every stage of their travel process, from drop-off to departure, arrival to pick-up. This strategy supports a feeling of human scale and integrates functional planning with passenger facilities. The design philosophy for the terminal is to create a memorable airport experience which captures the Singaporean sense of place and reinforces its user friendliness and amenity.

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5. AMBIENCE OF AIRPORT

Ambience Excellent = 1 1/50*100 = 2 % 2%*360 = 7.2`

good = 10 satisfactory = 36 10/50*100 = 20% 36/50*100 = 72 % 20%*360 = 72` 72%*360 = 259.2`

poor = 3 3/50*100 = 6% 6%*360 = 21.6`

The atmosphere of the terminal is friendly and the passengers get enough space in order to interact with their family and friends. The passengers ( 72 %) are satisfied with the ambience of the airport.

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6. THE AIRLINE SERVICE PROVIDERS AT AIRPORT

Airline service provider at airport Excellent

Airline service provider at airport Good

Airline service provider at airport Satisfactory

Airline service provider at airport Poor

Airlines services Excellent = 1 good = 10satisfactory = 36 poor = 3 1/50*100 = 2 % 10/50*100 = 20% 36/50*100 = 72 % 3/50*100 = 6% 2%*360 = 7.2` 20%*360 = 72` 72%*360 = 259.2` 6%*360 = 21.6` The major international flights are :Air Arabia Air Asia Air India Air Mauritius British Airways Cathay Pacific Emirates Etihad AirwaysThe airlines services are satisfactory.
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7. SERVICES OFFERED BY THE AIRPORT

Service provided at airport 1 2 3 0/50*100 =0% 5/50*100 = 10% 33/50*100 = 66 % 0%*360 =0 10%*360 = 36 66%*360 = 237.6 4 5 12/50*100 = 24% 0/50*100 = 0% 24%*360 =86.4 0%*360 = 0 Business center :A business center with conveniences like conference facilities, meeting facilities, high speed photocopying, faxing, printing services, email and broadband internet access are provided for the comfort of the business traveler. Self Service Buffet Counters and Drinks Bar :A sumptuous array of food, juices and a bar is available. The area overlooks the airport runway and users get to enjoy the view of planes taking off and landing. Guest Services :To assist children and elderly passengers to relax. Medical facilities like first aid are also provided.
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Shower Facilities & Napping Areas :Modern shower rooms with attached dress areas and private napping suites for passengers who need to catch up with some rest.

8. CONNECTIVITY OF THE AIRPORT

Connectivity to the airport Excellent

Connectivity to the airport Good

Connectivity to the airport Satisfactory

Connectivity to the airport Poor

Connectivity Excellent = 1 good = 7satisfactory = 37 poor = 5 1/50*100 = 2 % 7/50*100 = 14% 37/50*100 = 74 % 5/50*100 = 10% 2%*360 = 7.2` 14%*360 = 50.4` 74%*360 = 266.4` 10%*360 = 36 The airport is situated on the Grand Southern Trunk Road (National Highway 45) and is also served by Tirusulam railway station on the Suburban railway network. Airport prepaid taxis are available round the clock, with moderate fares fixed by the government. The proposed Metro Rail System will also connect the airport with other important places in Chennai. The concourse of the station will be linked to the passenger terminals by means of a connector tube connecting the metro station to the flyover at the terminals, so that
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passengers alighting from the train can go to the departure area of the airport terminals without coming out of the station building. With the construction of the metro rail station, the Tirusulam suburban train station will be integrated with the metro and the airport. With the opening of the Chennai Metro rail station, Chennai airport will be the second in the country to be connected to a metro station. A flyover at the entrance of the airport helps the traffic on GST road bypass the entrance. The Kathipara grade-separator at Guindy facilitates the traffic flowing from the city center into the airport side. 9. AIRPORT RATINGS

Airport rating 1 0/50*100 =0% 0%*360 =0 2 3 6/50*100 = 12% 41/50*100 = 82 % 12%*360 = 43.2 82%*360 = 295.2
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4 3/50*100 = 6% 6%*360 =21.6

5 0/50*100 = 0% 0%*360 = 0

MAA Airport User Ratings User Rating

3.9 of 5

MAA User Ratings By Category

Rating Category Airport Service Number of Flights Overall Number of Routes Served International Routes Served On-time Performance Rating User Rating 4 4 3.9 3.8 3.7 3.5 3.2 3.6 3.5 Reviews 50 50 50 47 48 47 46 48 48

Flight Service

Business Services & Internet

Airport Lounges Business Centers Airport Website (information & tools) Availability of Internet Connectivity Wireless Internet Access

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General Facilities

ATM Locations Public Telephones Restrooms Architecture Terminal Layout Seating Areas Overall Cleanliness Children Play Areas Geographic Location Baggage Claim Locations Baggage Handling Overall Comfort Security Lines

3.5 3.8 3.5 3.6 3.6 3.6 3.6 3.1 4 3.7 3.7 3.7 3.6 3.5 3.6 3.6 3.5 3.7 3.7 3.9 3.4 3.2 3.2

48 47 48 47 48 48 47 45 47 47 46 47 48 48 47 48 47 47 46 47 46 48 48

Transportation & Parking

Parking Availability Parking Pricing Public Transport Car Rental Taxis Hotel Shuttles Proximity to City Center

Amenities

Shopping (variety and number) Restaurants & Bars (variety and number) Restaurants & Bars (price / value)

Sorce - http://www.flightstats.com

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Complaints or suggestions
Lack of proper cleaned wash rooms. No wifi connectivity. No proper canteen and smoking area. There is no information regarding the local train arability. No proper seatings. Lack of proper communication. Misunderstanding between passengers and workers. Taxi overcharged. Drinking water not available (only one drinking water port) . People are not coordinative. Collection of exorbitant parking fees. AAIdoesnt provide service as promised.

Suggestions for further study

Chennai airport is on the up. For the year ending January 2012, it was the third busiest airport in India in terms of both international and overall passenger traffic. The Airports Authority of India (AAI) proposes to make the city airport the hub for Southeast Asia with more terminals and facilities lined up. While noting that metro airports Delhi, Mumbai and Kolkata are vying for the status, according to AAI chairman V.P. Agrawal , a study by a leading research agency, Centre for Asia Pacific Aviation, has revealed that Chennai has the potential. With the new domestic and international terminals, Chennai airport could handle 40 million passengers per year in future. AAI will encourage domestic and international airlines to use Chennai as their hub, while also being keen to develop the proposed greenfield airport at Sriperumbudur.

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Chennai Airport to be hub for foreign airlines Apart from making the city airport the hub for Southeast Asia, with more terminals and facilities, the Airports Authority of India (AAI) proposes to encourage domestic and international airlines to use the city as their hub. Emirates Airline has already evinced interest to AAI to use city airport as its hub for passengers and cargo facilities. AAI the new domestic and international terminals, that Chennai airport could handle 40 million passengers per year in the future. While the two new terminals alone could handle 14 million passengers per year, the whole premises along with the upgraded old buildings would have the total capacity to handle 23 million passengers per year. It is not easy to build a brand new airport. So, the authority want to use the present premises to the maximum capacity, the expansion works of the present airport would be started after three years. While noting that the expansion works in the present airport would be started after three years, AAI would also be keen to develop the proposed greenfield airport at Sriperumbudur. There is always a need for infrastructure development and, so, should plan ahead and construct a brand new airport to cater to future growth, in the industry.

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Conclusion
An airport creates the travelers first and last impression of a city or country, and it is a known fact that a pleasant airport experience encourages spending and influences future travel plans. With a large portion of revenues coming from non-aeronautical sources, customer satisfaction also makes good business sense. At the same time, airlines are also airport customers. As the airlines modify, expand and improve their services, they want to be sure that airports deliver services that are of consistent quality to match the airline offering. The chennai International Airport has been rated in the third best airports among the 12 international airpots in the country the total passengerhandling capacity to 40 million passengers a year. Chennai airport is also an eco-friendly design airport. This makes chennai international airport to be the passengers preferred choice for their arrival and departure giving them the necessary satisfaction.

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Bibliography

dgca.nic.in/pub/pub03-04/chap5/part5.htm www.chennaiairportguide.com/ ww.flightstats.com/go/Airport/airportDetails.do?airportCode =MAA wikimapia.org India Tamil Nadu Pallavaram ww.airport-technology.com/projects/Chennai-airport/ knowindia.net/aviation3.html www.aai.aero/misc/cruisingheights

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Appendices

PHADPM AAI IATA ICAO

- Peak Hour-Average Day-Peak Month - Airport Authority Of India - International Air Transport Association - International Civil Aviation Organization

AMSL- Above Mean Sea Level IAAI- International Airport Authority Of India ISO - International Organization Of Standardization

FIR - Flight Information Region RED - Regional Executive Director FRRO - Foreigners Regional Registration Office CAT - Category

VOR - Very-High-Frequency OmniRange PSU - Public Sector Unit ILS- Instrument Landing System ADSS- Automatic Dependence Surveillance System VHF - Very High Frequency

ATMS -Air Traffic Management PBN - Performance Based Navigation GBAS- Ground Based Augmentation System ASMGCS- Advanced Surface Movement Guidance and Control System CATC- Civil Aviation Training College
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FTCs- Fire Training Centers NIAMAR- National Institute of Aviation Management and Research AVS- Aerodrome Visual Simulator FIU - Flight Inspection Unit PAPI VASI NAV- Navigation CANSO - Civil Air Navigation Services Organization - Precision Approach Path Indicator - Visual Approach Slope Indicator

66