A hybrid model to identify the impact of indicators for boarding on passenger's experience

This paper has the objective of mapping the KPIs (Key Performance Indicators) that can be used to measure the level of service and the passenger’ characteristics that mostly impact the boarding procedure in airports. For that, two approaches are made: (i) structured interview with air transport specialists about performance indicators - analyzed through the Analytical Hierarchy Process (AHP) to prioritize the indicators, and (ii) regression analysis of permanent passenger’s satisfaction survey to identify the passenger’s profile. The results show a methodology that can be replicated and its application in three airports from the Multi-Airport System of Terminal Sao Paulo that compete against each other: Guarulhos International Airport (SBGR), Congonhas Airport - Deputy Freitas Nobre (SBSP) and Viracopos - Campinas International Airport (SBKP). Although results might vary for different contexts, for this specific application, it was found that time spent in airport queues can be used as a perceived level of service predictor for boarding. The passenger’ characteristics which mostly impact the perceived levels of service quality were: (i) ground access mode, (ii) family income and (iii) age. Regarding the airport’s level of service, SBSP, which is an airport that is not yet part of the government concessions, have the worst satisfaction rates both in “overall satisfaction” and in “perceived level of service in boarding procedures” when compared to the other two airports of this study. Also, the methodology used to select and evaluate KPIs in this study can help airports around the world that compete against each other to measure the financial return over investments associated with efforts to increase service levels.