Optimization of airport check-in service quality focused on operational costs and passengers' satisfaction.

Passengers' requirements in relation to the Airport Service Quality is rapidly increasing and forcing companies and airport management to improve the services performances. It is clear that this enhancement can not overlook the implication of competitive issues and economic concerns. In this pa...

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Autores principales: Ludovica Adacher, Marta Flamini
Formato: article
Lenguaje:EN
Publicado: Public Library of Science (PLoS) 2021
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Acceso en línea:https://doaj.org/article/c7166d23eaf249878c19061e759499f7
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spelling oai:doaj.org-article:c7166d23eaf249878c19061e759499f72021-12-02T20:18:41ZOptimization of airport check-in service quality focused on operational costs and passengers' satisfaction.1932-620310.1371/journal.pone.0253586https://doaj.org/article/c7166d23eaf249878c19061e759499f72021-01-01T00:00:00Zhttps://doi.org/10.1371/journal.pone.0253586https://doaj.org/toc/1932-6203Passengers' requirements in relation to the Airport Service Quality is rapidly increasing and forcing companies and airport management to improve the services performances. It is clear that this enhancement can not overlook the implication of competitive issues and economic concerns. In this paper the authors deal with the optimization of the check-in area management in the international airport of Lisbon. The proposed bi-criteria objective function minimizes the operational costs plus the costs measuring the passengers' discomfort in terms of waiting time in line. The quality of the supplied check-in service is measured and mapped into the Levels of Service system standardized by the International Air Transport Association. The type of passengers and their stochastic behavior and preferences are simulated by a discrete event model. The operational costs and the passengers' satisfaction are optimized by an algorithm based on the Surrogate Method, the performance of which are compared to those of a greedy heuristic and of a genetic algorithm.Ludovica AdacherMarta FlaminiPublic Library of Science (PLoS)articleMedicineRScienceQENPLoS ONE, Vol 16, Iss 8, p e0253586 (2021)
institution DOAJ
collection DOAJ
language EN
topic Medicine
R
Science
Q
spellingShingle Medicine
R
Science
Q
Ludovica Adacher
Marta Flamini
Optimization of airport check-in service quality focused on operational costs and passengers' satisfaction.
description Passengers' requirements in relation to the Airport Service Quality is rapidly increasing and forcing companies and airport management to improve the services performances. It is clear that this enhancement can not overlook the implication of competitive issues and economic concerns. In this paper the authors deal with the optimization of the check-in area management in the international airport of Lisbon. The proposed bi-criteria objective function minimizes the operational costs plus the costs measuring the passengers' discomfort in terms of waiting time in line. The quality of the supplied check-in service is measured and mapped into the Levels of Service system standardized by the International Air Transport Association. The type of passengers and their stochastic behavior and preferences are simulated by a discrete event model. The operational costs and the passengers' satisfaction are optimized by an algorithm based on the Surrogate Method, the performance of which are compared to those of a greedy heuristic and of a genetic algorithm.
format article
author Ludovica Adacher
Marta Flamini
author_facet Ludovica Adacher
Marta Flamini
author_sort Ludovica Adacher
title Optimization of airport check-in service quality focused on operational costs and passengers' satisfaction.
title_short Optimization of airport check-in service quality focused on operational costs and passengers' satisfaction.
title_full Optimization of airport check-in service quality focused on operational costs and passengers' satisfaction.
title_fullStr Optimization of airport check-in service quality focused on operational costs and passengers' satisfaction.
title_full_unstemmed Optimization of airport check-in service quality focused on operational costs and passengers' satisfaction.
title_sort optimization of airport check-in service quality focused on operational costs and passengers' satisfaction.
publisher Public Library of Science (PLoS)
publishDate 2021
url https://doaj.org/article/c7166d23eaf249878c19061e759499f7
work_keys_str_mv AT ludovicaadacher optimizationofairportcheckinservicequalityfocusedonoperationalcostsandpassengerssatisfaction
AT martaflamini optimizationofairportcheckinservicequalityfocusedonoperationalcostsandpassengerssatisfaction
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