The global concerns over terrorism have dramatically changed the way countries respond to security. Airports and security agencies have started to utilise stringent security measures. The aim of airport security is to take proactive measures in order to protect passengers from every form of threat. In many countries, passengers undergo heightened security procedures. These security procedures are important in terms of their convenience.
During the last few years, the business models of airports and airline companies have become much differentiated. It is because of diverse factors that are influencing the preference and choice of passengers. Located in London, Heathrow is one of the busiest airports in the world. The issue that this research has highlighted involves recent security development at Heathrow (Mansfeld, 2003, pp. 288-346). The airport has lately implemented lean Six Sigma model to increase the efficiency of its operations. In the current scenario of airport security, a number of airports have the objective to ensure that passengers undergo security procedures as quickly as possible. Passengers, travelling through airplanes, prefer efficient services. The need for quick services is more among business passengers than others. One of the important factors that influence the decision and preference of business passengers include punctuality (Lunsford, & Gosling, 2010, pp. 16-28).
In order to provide business passengers with premium services, it is important for airports to consider their perspectives over security procedures. The area of research on the perceptions of business customers towards airport security is yet unexplored. Nevertheless, it has been found through studies that business passengers expect security and immigration procedures at the airport to be less than 20 minutes. There are many passengers who believe that the time should be less than 10 minutes. These findings suggest that the perception of passengers for basic security procedures does not vary.
The willingness to wait at the airport for security procedures is less among business passengers than leisure passengers. Business passengers expect to pass through security procedures as quickly as possible. They demand quick and efficient services that save their precious time. The queues and time consuming security procedures at the airport are very frustrating for business passengers. Therefore, it is imperative for airports to get an insight of the preferences of business customers. The needs of business passengers can be fulfilled by offering security procedures that do not only minimise the risk but are efficient as well (Bartholomew, 2010).
The increase in terrorist acts has exposed flaws in the airline management system. The concerns for safety and security have increased overall the world. Before terrorist acts, airport security was not the central issue and concern of airports. However, the increasing concerns for security and safety have diversified the attention of airport management. The security offered by an airport plays an imperative role in influencing the decision of customers (Botton, 2010).
When the choice of mode of passengers is air, the decision is influenced by area of airport, desired arrival time, departure time, and ...