1. Punta Cana International Airport Annual Visitors Exit Survey Dr. Rich Harrill Dr. Brian J. Mihalik Dr. Rich Harrill Dr. Brian J. Mihalik

2. The Survey 37 questions to evaluate airport satisfaction 18 questions to evaluate vacation satisfaction and vacation decision making Demographic information 37 questions to evaluate airport satisfaction 18 questions to evaluate vacation satisfaction and vacation decision making Demographic information

3. Our Sample Surveyed Wednesday, May 12 th, 2010 through Sunday, May 16 th, 2010 1,387 total surveys collected We believe we had a high response rate (75%) Surveyed Wednesday, May 12 th, 2010 through Sunday, May 16 th, 2010 1,387 total surveys collected We believe we had a high response rate (75%)

4. The Population 54% female 53% college graduates 63% classified as professional / managerial 38 years old on average and evenly distributed Most are from United States, Canada, or United Kingdom 54% female 53% college graduates 63% classified as professional / managerial 38 years old on average and evenly distributed Most are from United States, Canada, or United Kingdom

5. The Population

6. Satisfaction by Demographics No difference by gender No difference by education Entrepreneurs were less satisfied with the airport Visitors between ages 55-64 were generally more satisfied No difference by gender No difference by education Entrepreneurs were less satisfied with the airport Visitors between ages 55-64 were generally more satisfied

7. Satisfaction by Country CountrySatisfaction Other Americas4.04 United States3.86 Canada3.81 Other Europe3.79 Germany3.77 United Kingdom3.68 Spain3.68 France3.41 French visitors are generally less satisfied Visitors from the Other Americas are generally more satisfied

8. Changes from over 2009 Use caution when interpreting data due to seasonal shift in sampling period Mean overall airport evaluation improved from 3.56 to 3.77 on a five point scale Significant improvement in 32 of 36 attributes Use caution when interpreting data due to seasonal shift in sampling period Mean overall airport evaluation improved from 3.56 to 3.77 on a five point scale Significant improvement in 32 of 36 attributes

9. Changes from 2009

10. One satisfaction score was significantly lower – Temperature within the arrival terminal and baggage claim One satisfaction score was significantly lower – Temperature within the arrival terminal and baggage claim

11. Stability from 2009 Three satisfactions scores did not change – Ease of getting around departure terminal – Temperature within the departure terminal – Efficiency of immigration and customs when departing the airport Three satisfactions scores did not change – Ease of getting around departure terminal – Temperature within the departure terminal – Efficiency of immigration and customs when departing the airport

12. Improvements from 2009 Satisfaction scores the most improvement – Quality / cleanliness of airport restrooms in arrival area – Quality / cleanliness of airport restrooms in departure area – Bank teller machine for currency conversion after arrival Satisfaction scores the most improvement – Quality / cleanliness of airport restrooms in arrival area – Quality / cleanliness of airport restrooms in departure area – Bank teller machine for currency conversion after arrival

13. Importance Performance Analysis Attributes importance measured with statistical model Performance measured by mean satisfaction score These scores used to sort attributes into four categories Attributes importance measured with statistical model Performance measured by mean satisfaction score These scores used to sort attributes into four categories

14. Importance Performance Analysis

15. High Importance, High Performance AttributeImportancePerformance Overall airport cleanliness0.384 Immigration process when arriving in Punta Cana0.1123.87 Quality / cleanliness of airport restrooms in departure area0.0653.83 Convenient location of airport to resort / destination0.1423.83 Ease in finding group tour and hotel contacts after arrival0.0543.82 Personal safety and security within the departure area0.0673.8 Customs baggage inspection when arriving in Punta Cana0.0393.8 Efficiency of immigration and customs when departing Punta Cana 0.153.79 Understandable signs within the departure area0.0733.73 Baggage claim process when arriving in Punta Cana0.0943.69 Baggage handler experience when departing Punta Cana0.113.67

16. High Importance, Low Performance AttributeImportancePerformance Airline check-in counter when departing Punta Cana0.0643.61 Product quality in duty free shops0.0233.61 Quantity of airport restrooms in arrival area0.0323.58 Temperature within the departure terminal0.1163.56 Food quality in departure area food court0.043.32 Departure terminal entertainment / musicians0.0823.12 Price of products in duty free shops0.083.12 Selection / variety of food in departure area food court0.1993.04

17. Low Importance, High Performance AttributeImportancePerformance Availability of ground transportation after arrival-0.0284.00 Personal safety security outside the arrival terminal0.0063.80 Quality / cleanliness of airport restrooms in arrival area0.0053.79 Quantity of airport restrooms in departure area0.0173.79 Ease of getting around departure terminal-0.0383.77 Hand baggage security process when departing Punta Cana 0.0133.74 Arriving passenger meeting area size after customs checkpoint -0.013.63

18. Low Importance, Low Performance AttributeImportancePerformance Availability of seating while waiting for departure flight-0.0353.61 Cost of air travel to the airport0.0043.56 Bank teller machine for currency conversion after arrival0.0153.54 Baggage handler experience after customs checkpoint0.0123.54 Dominican entertainment / musicians in arrival terminal0.0223.52 Temperature within the arrival terminal and baggage claim 0.0013.32 Selection / variety of products in duty free shops-0.0143.19 Product quality in non-duty free stores-0.0613.14 Prices in non-duty free stores0.0022.79 Prices in departure area food court-0.0132.72

19. Importance Performance Analysis Same procedure Vacation satisfaction as determined by activities and airport satisfaction Same procedure Vacation satisfaction as determined by activities and airport satisfaction

20. High Importance, High Performance AttributeImportancePerformance Dining in restaurants0.3013.96 Swimming /sunbathing0.2714.61 Live entertainment0.2533.99 Boating / water sports0.1264.20 Snorkeling0.1124.06 Spa0.1083.89

21. High Importance, Low Performance AttributeImportancePerformance Purchasing gifts / souvenirs 0.1083.43 Airport evaluation0.1013.77

22. Low Importance, High Performance AttributeImportancePerformance Safaris / four wheeling0.0173.95 Golf-0.0763.92

23. Low Importance, Low Performance AttributeImportancePerformance Sightseeing in cities0.0783.51 Taking guided tours0.0613.85 Casino gaming0.0123.32 Nightclubs / dancing0.0013.58 Purchasing arts / crafts / antiques -0.0343.42 Sporting events-0.0423.74

24. Activity Participation

25. Conclusions Many positive improvements over 2009 Improvement needed in restaurants and duty free shops The airport is a driver of vacation satisfaction Many positive improvements over 2009 Improvement needed in restaurants and duty free shops The airport is a driver of vacation satisfaction

26. Conclusions Beach activities are most important and most satisfying Urban activities are least important and least satisfying Souvenir purchasing experiences are disappointing A survey of airline pilots and crews Beach activities are most important and most satisfying Urban activities are least important and least satisfying Souvenir purchasing experiences are disappointing A survey of airline pilots and crews

27. Contact Dr. Rich Harrill Email: rharrill@sc.edu Phone: 803-777-7682 Dr. Rich Harrill Email: rharrill@sc.edu Phone: 803-777-7682

28. ¡Gracias Punta Cana!