Categorization Of Airport Services Analysis

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Introduction
Investor Words (2014) and Martin (2012) defined that services are one of the two key components of economic activity that is intangible, different for every person, highly perishable, inseparable from its provider and is consumed at the point of sale, the other being goods.

Vargo and Lusch (2008) highlighted that there are two perception about services. First, is the perception focused to goods and services is an add-on to enhance it. The second perception highlights service as a process to the other party and goods are to assist the provider to accomplish the transaction.

Services compared to products, because of its intangibility, where it can be experienced but cannot be stored (Shostack, 1977) will face the difficulty
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Airports does not produce or sell any goods, providing a large space and building for airline providers and passengers to meet, interact, co-create value, maintain and fulfil the contract between themselves.

We can safely assume that passengers would go to an airport due to a goal and can be categorized as:
Table 1: Categorization of airport sector by purpose
Arrival Transit
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Mansor and Redhwan (2012) wrote that KLIA will find it difficult to be ranked because of its Wet Toilet Concept, Uthaymeen from Islam Questions and Answers (2014) interestingly answered that it is due to Muslim’s taboo of using tissue papers, Users used pipes and water instead of tissue papers, but due to this, the toilet along with the floor would be wet. While the wet-toilet concept may appeal to the Muslims and people who is used to it, many other passengers may feel uncomfortable or even avoid the toilet altogether. This would dissuade certain passengers from travelling through KLIA.

What types of technology is used in the service? SST’s?

Changi Airport looks into being a convenient public service, providing:

• Baggage Services – Allowing Passengers to leave their luggage so they can leisurely explore the airport without being burdened.
• Self-Check In Terminals – Allowing Passengers to skip long queues
• Self-Check In Boarding recently introduced by Changi (2014)
• Multiple Transport Points – Sky-train, Shuttle, Coach, Bus
• Ishop Changi – Allows passengers to pick and purchase their duty free online and pick up when they are about to depart/arrive.
• Free

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