Flygplatsers arbete med att lyfta flygbolagens kundnöjdhet : En kvalitativ studie hur svenska flygplatser arbetar med att skapa och bibehålla nöjda flygbolagskunder

Sammanfattning: The airports are experiencing increasing competition this because of the implementation of deregulation in the 1990s of the Swedish aviation market, which has led to that the Swedish Airports today are no longer naturally monopolistic. This study highlights how Swedish airports are working with the airlines to make them more satisfied customers and how airports work to retain their existing customers to prevent that airlines don’t switch to a competing airport. By performing eight qualitative interviews with people working in airports and airlines, the respondents were asked how they are working to improve customer satisfaction. Their answers were then analyzed in comparison with different customer satisfaction theories. The airports' answers were also analyzed with what the airlines are seeking from airports and why discontent may arise from the airlines side. The results showed that the Swedish airports are working largely with improving customer satisfaction. However, we can confirm that it I still the price of airport services that is a critical factor that decides which airport an airline chooses. Another decisive factor in the choice of the airport is the geographical position. The airlines want to see that there is an attractive market in the form of a demand from travelers and the business industry. More new airlines have been formed after deregulation; still several of the smaller regional airports do not see a demand from the airlines to begin flying to them. In contrast, the lager airports get more and more customers.