A customer survey of Chinese travelers in airport duty-free shops : Case: Finnair Plc & Finavia
Kwan, Siu Lan (2008)
Kwan, Siu Lan
Laurea-ammattikorkeakoulu
2008
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-200904021859
https://urn.fi/URN:NBN:fi:amk-200904021859
Tiivistelmä
The purpose of this research is to study the purchasing and shopping behavior of Chinese travelers, and evaluate their satisfaction with the service offered by Finnair and Finavia’s duty-free shops in Helsinki-Vantaa Airport. In addition, this thesis contributes some insights for case companies to adjust their marketing plan in order to increase sale to Chinese travelers.
The theoretical section of the thesis consists of consumer behaviour and customer service. Existing articles and previous research material from other organizations are included in this section.
The empirical section explains the research setting and methodology used in this thesis; quantitative (questionnaire) was chosen as the basis to study the shopping behaviour of Chinese travelers and evaluate the current service performance of the case companies.
At the end of the empirical research, it profiles the general shopping behaviour of the Chinese customers concerning what, where, when, who and how they buy while they are travelling to or from Finland; and it also reveals their satisfaction towards the current service of the case companies. According to the survey results, they were satisfied with the overall service but the service of the personnel should be improved in the future. Specific suggestions are attached at the end of the thesis.
The theoretical section of the thesis consists of consumer behaviour and customer service. Existing articles and previous research material from other organizations are included in this section.
The empirical section explains the research setting and methodology used in this thesis; quantitative (questionnaire) was chosen as the basis to study the shopping behaviour of Chinese travelers and evaluate the current service performance of the case companies.
At the end of the empirical research, it profiles the general shopping behaviour of the Chinese customers concerning what, where, when, who and how they buy while they are travelling to or from Finland; and it also reveals their satisfaction towards the current service of the case companies. According to the survey results, they were satisfied with the overall service but the service of the personnel should be improved in the future. Specific suggestions are attached at the end of the thesis.