System dynamics modeling for assessing operational performance of an airport terminal

Abstract

The aviation industry has experienced steady growth over several years. One of the reasons for this growth is the high demand for air travel coupled with low entry barriers to the industry. Despite this growth, airports’ operational and commercial aspects remain complex. For instance, terminal overcrowding is a significant problem, potentially causing flight delays and passenger dissatisfaction. Consequently, airport planners and management must employ effective customer service strategies. Systems modeling has emerged as a cardinal approach in the aviation industry to address these challenges. This study adopts the system dynamics approach to improve the overall service performance of an airport terminal. For testing ground, we have considered one domestic airport located in Bangladesh. First, different service policy categories were defined for the airport. Subsequently, the service levels were determined and the impact of the proposed policies on service quality and passenger volume was assessed. By implementing better service policies, the time required for passengers to complete various procedures from entry to the final boarding gate decreased by up to 50.53 %. Therefore, better service policies improve the quality of service and minimize the risk of passengers missing their flights. The insights gained from this study can help administrators make informed decisions for improving the service at airport terminals.