Airport Level Of Service Perceptions Before And
After September 11: A Neural Network Analysis
Author(s)
M. Elshafey, D. Rowlands, E. Contestabile
& A. O. Abd El Halim
Abstract
Physical infrastructure is constructed to provide services to it users. The
perceptions of users regarding the level of service are not necessarily constant,
however, making it necessary to adapt both the infrastructure and its attending
services to adjust to new user demands. The tragic events of September 11, 2001
had just such a disruptive effect on the perception of service levels at airports.
This paper uses neural network analysis to examine passenger survey data before
and after the September 11th attacks to identify shifts in level of service
perceptions at Ottawa Airport. The analysis suggests a significant change
occurred in the components that comprised passenger satisfaction levels, even
though the overall level of satisfaction was largely unaffected. The results have
clear implications for airport authorities in terms of maintaining or improving
service provision in the presence of continuing security concerns.
Keywords: airport security, level of service, neural networks.
1 Introduction
Airports around the world provide transportation facilities to passengers and
goods. The main objectives of airport authorities are to maximize user
satisfaction and to ensure seamless and safe operations amongst all activities
within the airport facilities. The air transportation system primarily consists of
two components: groundside facilities and airside facilities [5–7]. Each
component plays an important role in the LOS perceived by the passengers.
Keywords
airport security, level of service, neural networks.
Related Book
Other papers in this volume
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