ABSTRACT
Zurich Airport, located in Switzerland, reported that it achieved a new record of over 30 million passengers for the year 2018, and has operated at the peak of its passenger capacity. Despite this good news being released, rapid guest growth poses significant notable challenges for the airport to develop customer capacity, while already struggling with service quality, security and satisfaction. Due to the highly competitive environment of airports, it is of high importance for Zurich Airport to address this issue seriously. Accordingly, one of the problems that arises at Zurich Airport is the possible customer dissatisfaction when confronted with long delays, as well as missed non-aeronautical revenue-earning potential from retail businesses. Zurich Airport is a state-owned airport and transport hub. Due to its unique location in the heart of Europe, it is an ideal transfer point for visitors around the world, but also a gateway from Switzerland to all continents.
