An evaluation methodology for the level of service at the airport

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An evaluation methodology
for the level of service at the
airport landside system
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• A Doctoral Thesis. Submitted in partial fulfillment of the requirements
for the award of Doctor of Philosophy of Loughborough University.
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AN EVALUATION METHODOLOGY FOR
THE LEVEL OF SERVICE AT THE
AIRPORT LANDSIDE SYSTEM
by
PARK, YONG HwA
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AUGUST 1994
RESEARCH SUPERVISOR: PROF. NORMAN J. ASHFORD
DIRECTOR OF RESEARCH: DR. DAVID GILLINGWATER
Department Aeronautical and Automotive Engineering
of
and Transport Studies
©1994 by YHPARK
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CERTIFICATE OF ORIGINALITY
This is to certify that I am responsible for the work submitted
in this thesis, that the original work is my own except as
specified in acknowledgements or in footnotes, and that
neither the thesis nor the original work contained therein has
been submitted to this or any other institution for a higher
degree.
August 1994
SYNOPSIS
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.
KEYWORDS:
AIRPORT LANDSIDE SYSTEM; LEVEL OF SERVICE; FUZZY SEts; MULTI-DECISION MODEL
I
A
CKNOWLEDGEMENTS
To my father and mother who have supported me with wholehearted affection.
A debt of gratitude to Professor Norman J. Ashford, my supervisor, for his criticism
and encouragement during the preparation of this thesis. I am also grateful to
Mr Ngoe N. Ndoh who spent a long time in discussion of the quantitative
evaluation models for airport levels of service. This had a significant influence
leading towards the creation of new ideas and a technical methodology.
Heartfelt thanks are expressed to the staff of the Department of Aviation
Administration and Business Administration at Hankuk Aviation University in Korea
for their encouragement and assistance with this research. Thanks are extended
to the members of the survey team, Lee Young-Jong, Kim Min-Wook, and Yam
Hye-Jung, who carried out the difficult survey at Kimpo International Airport in
Seoul. Additional thanks are due to the Korea Airports Authority(KAA) for help
when conducting the passenger survey.
I am grateful to Mrs Janet Stevenson for her English support and also to Pastor
Ahn Byung-Ki and his family for their immeasurable love.
Last but not least, I thank my wife Hee-Kyong and our lovely daughter Sur-Youn,
whose love has made all things worthwhile. Without their loving support, this
research would not have been possible.
II
CONTENTS
SYNOPSIS I
ACKNOWLEDGEMENTS II
CONTENTS III
LIST OF TABLES viii
LiST OF FIGURES X
CHAPTER 1. INTRODUCTION I
1-1 RESEARCH MOTIVATION FOR THE LEVEL OF SERVICE
ATTHEAIRPORTLANDSIDESYSTEM 3
1-2 SCOPEOFTHERESEARCH 4
1-3 INTENTIONS AND FRAMEWORK OF THE THESIS 4
CHAPTER 2. OVERALL REVIEW 7
CHAPTER 3. AIRPORT LANDSIDE SYSTEM 13
3-1 AIRPORTS AND THEIR SYSTEMS 13
3-2 AIRPORTLANDSIDESYSTEM 17
3-2.] Components of the Airport Landside System 17
3-2.2 Functions of the Airport Landside System 20
3-2.2.1 Airport Parking Position and Gates Sub-system 20
3-2.2.2 Terminal Building Sub-system 21
3-2.2.3 Car Parking Sub-system 27
3-2.2.4 Airport Access Sub-system 28
m
CHAPTER 4. LEVEL OF SERVICE 31
4-1 INTRODUCTION 31
4-2 DEFINITIONS OF THE LEVEL OF SERVICE 32
4-3 SERVICE STANDARDS 35
4-3.1 Processing Service Facilities 37
4-3.2 Holding Service Facilities 40
4-3.3 Connecting Service Facilities 45
4-3.4 Other Service Standards 48
4-4 RELATIONSHIP LEVEL OF SERVICE AND SERVICE VOLUME 50
4-5 CONCLUSION 53
CHAPTER 5. FACTORS INFLUENCING THE LEVEL OF SERVICE 54
5-1 INTRODUCTION 54
5-2 FACTORS INFLUENCING THE LEVEL OF SERVICE
IN THE AIRPORT LANDSIDE SYSTEM 55
5-2.1 GeneralFactors 55
5-2.1 .1 Type of Airport 55
5-2.1.2 Airport Location 56
5-2.1.3 Type ofAirTransportService 57
5-2.1.4 Functional Component of System 58
5-2.1.5 Operation and Management Characteristics 59
5-2.2 Factors in the Service Areas 60
5-3 METHOD FOR SELECTION OF EVALUATION FACTORS 74
5-3.1 Method of the Expert Panel Survey 75
5-3.1.1 Panelof Experts 75
5-3.1.2 Questionnaire 76
5-3.2 Results of the Expert Panel Survey 79
5-3.3 Determining the Number of Evaluation Factors 84
5-3.4 Selected Evaluation Factors 88
5-3.4.1 Temporal or Spatial Factors 88
5-3.4.2 Comfort Factors 90
5-3.4.3 Reasonable Service Factors 92
5-3.5 Service Level Criteria 94
5-4 CONCLUSION 95
Iv
CHAPTER 6. MULTI-DECISION MODEL 96
6-1 INTRODUCTION 96
6-2 FUZZY SETAPPROACH 97
6-2.] Introduction 97
6-2.2 Application of Fuzzy Set Theory in the Transport Field 99
6-2.3 Fuzzy Mathematics 100
6-2.3.1 Basic Definitions 101
6-2.3.2 Operations on Fuzzy Sets 102
6-2.3.3 Fuzzy Relations 102
6-2.3.3.1 Binary Relation 104
6-2.3.3.2 Fuzzy Relation Equations 105
6-2.3.4 Approximate Reasoning 106
6-2.3.4.1 Linguistic Variables 106
6-3.3.4.2 Fuzzy Logic 108
6-2.3.4.3 Approximate Reasoning 111
6-3 CONSTRUCTION OF THE MULTI-DECISION MODEL 112
6-3.1 Decision Functions 112
6-3.1.1 Appropriate Rule 112
6-3.1.2 Translation Rule 114
6-3.1.3 Rule of Decision-making Process 119
6-3.1.4 Evaluation for Options' Satisfaction 119
6-3.2 The Heuristic Algorithm for the Evaluation of Level of Service
in the Airport Landside System 120
6-3.2.1 Step One: Factors, Service Criteria, and Service Facility 122
6-3.2.2 Step Two: Weighting Values 125
6-3.2.3 Step Three: Decision Criteria 128
6-3.2.4 Step Four: Multi-decision Criteria 129
6-3.2.5 Step Five: Decision-making 131
6-3.2.6 Step Six: Indication of Evaluation 134
6-4 CONCLUSION 135
CHAPTER 7. INFORMATION REQUIREMENTS 136
7-1 INTRODUCTION 136
7-2 INFORMATION IN THE AIRPORTS 137
7-2.1 General Type of Information 137
7-2.2 Passenger-related Information 138
V