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First of its kind survey on Passenger Satisfaction Survey at Chhatrapati Shivaji International Airport (CSI) Airport Mumbai gives a positive feedback about quality of services etc

News and Press Release - Dated:- 26-5-2016 - In a first of its kind survey, CBEC engaged a reputed Management School, L.N.Welingkar Institute of Management, Mumbai (WE School) to conduct a survey of Passenger Satisfaction levels of customs clearance process at the Chhatrapati Shivaji International Airport, Mumbai, one of the largest Airport in terms of international passenger traffic in India. The findings of the Survey were released by the Research Team of WE School at a meeting held at Mumbai .....

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, nationalities, profession, etc. Survey Findings: 1. Overall Satisfaction level at Mumbai Airport : Asked to rate their experience of Mumbai Customs vis-a- vis other international Airports across the world, 69% rated their experience with Mumbai airport customs as better or somewhat better than other international airports, 15% rated on par and about 16% felt, it was worse. 2. Other key findings of the Survey are - Respondents appreciated the improvements in Customs clearance process over the y .....

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unt at the designated bank s counter (SBI) and lack of alternative facility to pay duty by Debit/Credit card/ Cash Card & Foreign exchange rate differential vis-à- vis others exchange operators was another cause of Passenger dissatisfaction. The study found that lack of information awareness has a direct bearing on passenger satisfaction levels. Only 27% were Fully Aware of the Indian customs rules and regulations while the vast majority was either partly aware or unaware of the legal .....

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tions to address the information awareness gaps, prominent among them being Web promotion & optimisation, mobile App based information dissemination, and increased use of social media. Verbal and non -verbal behavioural cues of the Customs Officer influences the perception and hence the satisfaction levels of the Passengers. 77% of the passengers said they did not face any difficulty or harassment, however, imparting behavioural skills particularly in the areas of managing crucial conver .....

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