ACRP-Problem-No-10-03-11.pdf
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1、ACRP Problem No. 10-03-11 Recommended: No An online advanced integrated platform and metric system for perceptions and expectations assessment and measurement of quality of service and client satisfaction TRB Aviation Group Aviation Group Executive Board: Is this something an airport manager would f
2、ind valuable? And if so, how many airports would find this helpful? Does seem to have some traction in Europe according to write-up, athough the group was not sure of how wide an audience this would appeal to. OUTLINE FOR AIRPORT COOPERATIVE RESEARCH PROGRAM PROBLEM STATEMENTS A AC CR RP P Problem N
3、umber Problem Number 10-03-11 RRD 5 Topic: Influence Public Perceptions and Expectations (Measurement of the) FY2010 Focus Area: I. PROBLEM TITLE An online advanced integrated platform and metric system for perceptions and expectations assessment and measurement of quality of service and client sati
4、sfaction. II. RESEARCH PROBLEM STATEMENT Airports operate in a complex environment and have varying degrees of control over the services that customers expect. The volume, rigour and speed of metrics or performance indicators available to airports are used in a non-standardized rational manner. More
5、over, there are insufficient standardized, scientifically validated and generally accepted metrics in the industry to benchmark operations and efficiency at airports. Research is needed to define applications of a standardized quality-of-service (QOS) performance-measurement system in the airport en
6、vironment; to develop an original scientifically validated an common accepted methodology for the appropriate application of performance measurement; to find out and validate generally accepted performance and satisfaction indicators; and to establish industry benchmarks so that airports can track t
7、heir performance over time and compare their performance to other similar airports. This project will provide an adequate airport performance-measurement system of clients perceptions and expectations for quality-of-service and client satisfaction parameters in a tested prototypal ready-to-market st
8、age. The research will, in the end, explore and provide a validated non-traditional metric and measurement system for the airport management industry efficiency. III. OBJECTIVE The main goal of this research is to produce a fully tested advanced platform and management system that will (1) help airp
9、ort management in understanding the practical benefits of a performance-measurement system; (2) identify the most accurate and reliable methods to help airports measure if they are meeting their customer and stakeholder expectations; (3) implement an appropriated continuous performance- measurement
10、system at an affordable cost; and (4) provide validated and operational key performance indicators, incorporated into a system that will enhance the rigour of the decision-making process to continuously improve service and efficiency, with high cost saving impacts; (5) develop into a later stage the
11、 current prototype already developed and pre-tested in 3 Portuguese airports and its updated operational parameters,; (6) to implement a full operational pilot test market of the AIRPORTS MONITOR platform in US airports. IV. RESEARCH PROPOSED The research has been conducted in Europe, Lisbon, Portug
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