在飞机登机过程中平衡效率与客户满意度:基于代理的方法

IF 3.7 4区 管理学 Q2 OPERATIONS RESEARCH & MANAGEMENT SCIENCE
Bruna H.P. Fabrin , Denise B. Ferrari , Eduardo M. Arraut , Simone Neumann
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引用次数: 0

摘要

登机流程对航班周转时间有重大影响,研究人员和航空公司通常主要从最大限度缩短总登机时间(TBT)的角度来看待登机流程。飞机容量、机上乘客数量、行李数量和登机策略是影响总登机时间的常见因素。然而,除了运营效率,航空公司还关注客户满意度,因为客户满意度会影响客户忠诚度和财务回报。影响乘客体验的一个因素是个人登机时间(IBT),这里指乘客在机舱内停留的时间。考虑到这两个方面,本文提出了一个基于代理的模型,该模型比较了 132 座和 160 座单通道商用飞机中三种可供选择的主流登机策略的性能。该模型有别于以往研究的一个重要特点是,头顶行李箱有物理限制,这可能会导致在满员航班上,由于乘客需要更长时间才能找到放置随身行李的地方,从而增加过道干扰。另一个重要贡献是分析了乘客座位位置对 IBT 的影响。我们的研究结果表明,与随机登机和背对背登机相比,从外向内登机(OI)产生的 TBT 更短,与 BTF 相比,IBT 也更短,最大 IBT 更短,尤其是对于坐在飞机中间的乘客。这表明,在全球航空公司最常用的三种登机策略中,OI 是兼顾登机效率和乘客满意度的最佳策略。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Towards balancing efficiency and customer satisfaction in airplane boarding: An agent-based approach

The airplane boarding process, which can have a significant impact on a flight’s turnaround time, is often viewed by researchers and airlines primarily in terms of minimizing total boarding time (TBT). Airplane capacity, number of passengers on board, amount of luggage, and boarding strategy are common factors that affect TBT. However, besides operational efficiency, airlines are also concerned with customer satisfaction, which affects customer loyalty and financial return. One factor that influences passenger experience is the individual boarding time (IBT), here defined by the time passengers stand inside the cabin. Considering these two aspects, an agent-based model is presented that compares the performance of three alternative mainstream boarding strategies in a 132-seat and a 160-seat single-aisle commercial airplane. An important characteristic of the model that differentiates it from previous work is that overhead bins have a physical limitation, which could lead to an increase in aisle interferences on full flights as passengers take longer to find a place for their carry-on luggage. Another important contribution is the analysis of how passenger seat location affects IBT. Our results show that outside-in (OI) produces shorter TBT than random and back-to-front boarding, and also shorter IBT and much shorter maximum IBT than BTF, particularly for passengers seated in the middle of the airplane. This suggests that among the three most popular boarding strategies used by airlines across the world, OI is the best when it comes to balancing airplane boarding efficiency with individual customer satisfaction.

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来源期刊
Operations Research Perspectives
Operations Research Perspectives Mathematics-Statistics and Probability
CiteScore
6.40
自引率
0.00%
发文量
36
审稿时长
27 days
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