LOS - Methods for terminal evaluation

7/23/2019 LOS - Methods for terminal evaluation

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Evaluation of Level of Service at

Airport Passenger Terminals:Individual Components and Overall

Perspectives

Anderson Correia

Department of Civil Engineering

University of Calgary- Canada


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Level of Service Definition

The term Level of Service expressesthe quality of the experience which

passengers perceive they encounter inthe terminal !t addresses the wide

range of factors that influence thisexperience


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Esta"lishing levelof service #L$S%measures is an

area of interest for"oth airlines andairport operators


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L$S evaluationshave "eenindividually

underta&en' withouta standardmethodology orreporting system

#(umphreys and)rancis' *+++%


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The T, - ).. study#T,' /012%recogni3ed that thecapacity of any airport

passenger terminalcomponent can not "eevaluated without L$Sdefinitions' "ut there islittle agreement

concerning thesedefinitions


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Literature ,eview

Technique Emploed Authors

)u33y set theory 4ar& #/005%6 7doh and .shford #/005%6 Teng

#*+++%6 8en et al #*++/%6 8eh and 9uo #*++*%

Utility theoretic approach $mer and 9han #/001%6 9han #/00+%6 Siddiqui#/005%

4sychometrical scaling theory :uller #/012%6 :uller and ;osling #/00/%6 7doh and

.shford #/00%6

.shford #/01>%6 :umay3 #/00/%6 4ar& #/000%

Logit :odels 8en #/00=%


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Deficiencies of )ormer

.pproaches

? 7o standard method

? !nsufficient passenger input? L$S developed ar"itrarily

? $versimplifications

?)ocus on departing passengers

? )ocus on 7orth-.merican and European airports

? 7o airport wide L$S standards


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,esearch $"@ectives

? Development of L$S standards forindividual components and for the airport

terminal as a whole according to passengerperceptions and movement types

? Complete analysis of departing passengers

? 4artial analysis of arriving passengers? Use of revealed preference data type

? :ulti-attri"ute analysis


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Techniques Employed in This

,esearch? 4sychometric Scaling TechniqueA to

transform qualitative data intoquantitative data

? ,egression .nalysisA #/% to correlatepassenger ratings of L$S and

characteristics of facilities6 and #*% too"tain the degree of importance ofdifferent components in the overall L$S


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Theoretical )ramewor&Successive Categories :ethod #4sychometric Scaling Technique%

( )[ ]j

LOS

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kjk

kiji

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LOS

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ki

LOS

jijki

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LOS

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P

k

vvv

k

vv

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Aiscategory"eloworatquality

@udgewillgrouppassengeray that4ro"a"ilit

+

ifcategory"eloworatrated"ewill@Stimulus

=

+==

+=+=

Probability distribution

function of the quantitative

LOS ratings

Probability distribution

function of the category

boundaries

cat. 1 category 2 cat. 3 cat. 4

Quantitative continuum scale

UB

/UB

* LOS

j

UB


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Data Collection

? ,io de aneiro !nternationalA

une //-/= *++-** *++ *++5

? Sao 4aulo DomesticA

une *


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Surveys Content

7ominal dataA gender' purpose of trip #"usinessBtourism%'

type of flight #internationalBdomestic%' num"er of chec&ed-

in "ags' and party si3e

User responses of L$S #divided into five categoriesA

/-poor' *-regular'


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,esults 4rovided

L$S standards for

individual

componentsCur"side

Chec&-in counter

Security ScreeningDeparture Lounge

aggage Claim


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,esults 4rovided #cont%

? $verall L$S :easures

al&ing Distance

Total Time

$rientation

? $verall L$S

evaluation as afunction of individual

components


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/ aiting Time at the Chec&-in

#Sao 4auloB;uarulhos !nternational .irport%!roup "ange #min$ %alue #min$ &

1 ! " # #.## 1$ />5

2 ! " 1 1.## #% /=2

3 ! " 2 2.## #& /02

4 ! " 3 3.## 13 /=*

& ! " 4 4.## #$ +15

$ ! " & &.## #& +10

' & ( ! 1# '.%3 14 /*+

) 1# ( ! 1& 13.43 14 +2/

% 1& ( ! 2& 2#.4# 1& +>*

1# 2& ( ! 3& 33.3$ 11 #+=*%

11 3& ( ! && 4%.14 #' #/50%

12 && ( ! '& $).'& #4 #*>


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4lot of the Data and ,egression Line

#Chec&-inBSao 4aulo%


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Causal ,elationships


L$S F /=02 - ++> #T%

,*F +02

) F *>*


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4roposed L$S Standards


LOS 'AITI(! TI)E #min$

. H /

/ - /2

C /2 -


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* 4rocessing Time at the

aggage Claim Calgary .irport

LOS Processing Time at

*aggage Claim #min$

. H /

/ - /5

C /5 - *+

D *+ - *>

E I *>

F /11 - +// #4T% #t F =>1>% #t F - 5+=5*>

Chi-Square F /*>


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Composite Equation

#Sao 4auloB;uarulhos !nternational .irport%LOS(overall) =

w0+ w1LOS(cur) +w!LOS(c"eck#in) + w$LOS(sec% sc%) + w&LOS(loun'e) +

wLOS(walkin' dis%) + w*LOS(orienaion) + wLOS(concessions)

here

LOS(overall) F overall terminal L$S ratings

LOS(cur), LOS(c"eck#in), LOS(sec% screen%), LOS(loun'e), LOS(walk% dis%),

LOS(orienaion), and LOS(concessions) F L$S ratings for each individual components

w0=intercept

w1' w!' w$, w&' w' w*, and w Fparameters of the equation


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4arameters - )inal ,esults

#Sao 4auloB;uarulhos !nternational .irport%

Component Parameters Standard Error t Stat P.value

!ntercept +15/ +


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Composite Equation - )inal :odel

#Sao 4auloB;uarulhos !nternational .irport%

LOS(overall) = 0%-&1 + 0%!&* LOS(cur) +0%1&& LOS(c"eck#in) +

+ 0%11 LOS(loun'e) + 0%!!. LOS(orienaion) + 0%!1& (/ur/ose)


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:ain Contri"utions

? 4rovision of a comprehensive method to evaluate

airport L$S according to passenger perceptions

? Development of overall L$S measures? .nalysis of the impact of each individual

component in the overall L$S

?Jalidation of the technique with 5++ interviewedand o"served passengers in two countries

? 4ractical to useA provision of .-E L$S ranges


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Conclusions

? .ll statistical analyses provide satisfactory

goodnes-of-fit test results

? .pplication of the theoretical framewor&

provide reasona"le and applied standards

? The methodology can "e applied to any

airport

? Data collection is complex' "ut feasi"le


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)uture ,esearch

? .pplication of the proposed methodology to

various airports nationwide to o"tain a

comprehensive L$S evaluation? Jerification of the impact of socio-

economic varia"les in the perceived L$S

? L$S of connecting passengers

Documents

LOS - Methods for terminal evaluation