Management and Operations Assignment

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Added on 2019-10-30

Management and Operations Assignment

Added on 2019-10-30

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Running head: CHANGI AIRPORTChangi AirportName of the Student:Name of the University:Author Note:

1CHANGI AIRPORTContentsIntroduction......................................................................................................................................2Section A.........................................................................................................................................2Section B..........................................................................................................................................5Section C..........................................................................................................................................7Section D.......................................................................................................................................14Conclusion.....................................................................................................................................16Reference List................................................................................................................................17

2CHANGI AIRPORTIntroduction Changi airport is one of the leading transportation hubs in Southeast Asia. The airport is located in Singapore and it provides servicesto the people of 380 cities in 90 countries. Changi airport has also been rated as the world's best airport by Skytrax. It is one of thebusiest airport in the world for cargo traffic and international passengers. The airport has three main passenger terminals with anannual handling capacity of 66 million passengers. As the airport handles international passengers, the terminals are well equippedwith immigration processing facilities which are important for international travel. The airport safety group manages the security andsafety of the passengers as well as the entire management. Indonesia is the largest market of Changi airport. The airport is also tryingto mitigate the ageing infrastructure and upgrade it with new and high standard technologies (Bohl, 2014). Section AChangi airport undertakes various key functions related to airport management and operations, commercial activities, air hubdevelopment and air emergency services. The airport has 350 service and retail stores and 120 food and beverage outlets in transit andpublic areas. There are more than 200 agencies and partners who are engaged in various operating services at the airport to providevaluable and hassle-free service. The lounge at Changi airport has various facilities such as Wi-Fi, light refreshments, internationalreading materials, basic toiletries and shower facilities. The passengers are also provided with an exclusive offer in the airport. Thereare many cosmetics, beauty and perfumes stores within the airport and it helps the passengers to choose limited editions of different

3CHANGI AIRPORTproducts. The passengers can also enjoy spa facilities in the airport terminal. The airport also has wine and spirits duty-free store, barand many other facilities.The five concepts of service marketing can be applied to Changi airport in the following ways:Intangibility: Intangibility is one of the most important characteristics of service marketing. The services which are providedby Changi airport cannot be held or touched. Changi airport has built a strong reputation in the market by providing the customerswith a wide variety of services. The intangible benefits which are provided to transit passengers are priceless. The intangible serviceswhich are provided by Changi airport can be displayed ahead of time. This will make the passengers aware of the services which areprovided by the airport. There is a high amount of personal and financial risk which has to be borne by the customers. Changi airportis trying to renovate its old infrastructure and upgrade its terminal with the new facilities (Wang et al., 2014). Perishability: Changi airport provides various kinds of services which they promise to their customers. Passengers can availvarious services which are available in Changi airport in case there is a delay in their flight. Changi airport provides services tovarious destinations and Indonesia is the largest market of the airport. Jakarta is one of the leading destinations for the passengers ofChangi airport. Changi airport also delivers cargo services to different destinations. The customers get the products fresh and on timein their desired location. There is a special management team in the airport that looks after these cargo services. Customers can alsoredeem their coupons which are provided in the stores when they purchase any products from the airport terminal. There are differentplatform channels in the airport which helps the customers to provide desired feedback via e-mails and websites. Changi airport has

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Management and Operations Assignment