An evaluation methodology for the level of service at the airport landside system

A methodology is proposed for evaluating the level of service within an airport landside system from the passenger's point of view using linguistic service criteria. The new concept of level of service for a transport system, particularly within the airports indicates that there must be strong stimulation in order to proceed with the current stereotyped service standards which are being criticised due to their being based on, either physical capacity/volume or temporal/spatial standards that directly incorporates the perception of passengers, the dominant users. Most service evaluation methodologies have been concentrated on the factors of the time spent and the space provided. These quantitative factors are reasonably simple to measure but represent a narrow approach. Qualitative service level attributes are definitely important factors when evaluating the level of service from a user's point of view. This study has adopted three main evaluation factors: temporal or spatial factors as quantitative measurements and comfort factors and reasonable service factors as qualitative measurements. The service level evaluation involves the passenger's subjective judgement as a perception for service provision. To evaluate the level of service in the airport landside system from the user's perception, this research proposes to apply a multi-decision model using fuzzy set theory, in particular fuzzy approximate reasoning. Fuzzy set theory provides a strict mathematical framework for vague conceptual phenomena and a modelling language for real situations. The multi-decision model was applied to a case study at Kimpo International Airport in Seoul, Korea. Results are presented in terms of passenger satisfaction and dissatisfaction with a variety of different values.