Airport Level of Service Perceptions Before and After September 11: A Neural Network Analysis

This paper describes how physical infrastructure is constructed to provide services to it users. The perceptions of users regarding the level of service are not necessarily constant, which often makes it necessary to adapt both the infrastructure and its attending services to adjust to new user demands. The tragic events of September 11, 2001 had just such a disruptive effect on the perception of service levels at airports. This paper uses neural network analysis to examine passenger survey data before and after the September 11th attacks in order to identify shifts in the level of service perceptions at Ottawa Airport. The analysis suggests that a significant change occurred in the components that comprised passenger satisfaction levels, even though the overall level of satisfaction was largely unaffected. The results have clear implications for airport authorities in terms of maintaining or improving service provision in the presence of continuing security concerns.


  • English

Media Info

  • Media Type: Print
  • Features: Figures; References; Tables;
  • Pagination: pp 337-345
  • Monograph Title: Safety and Security Engineering II

Subject/Index Terms

Filing Info

  • Accession Number: 01055665
  • Record Type: Publication
  • ISBN: 9781845640682
  • Files: TRIS
  • Created Date: Aug 10 2007 12:40PM