Article: Improving passenger satisfaction at Kuwait International Airport by using multi-objective optimisation Journal: International Journal of Operational Research (IJOR) 2024 Vol.51 No.2 pp.166 - 188 Abstract: Efforts to optimise the quality of services that passengers experience during the check-in process at major airport terminals are important discriminators in deciding the overall quality of the airports themselves. Improvement of passenger services during check-in involves reduction in queues and waiting times. This however, may require additional expansion projects to be undertaken by the authority. Nevertheless, such expansion projects involve conflicting ideas from multiple interest groups due to the absence of any existing efficient simulation model. This paper presents a multi-dimensional approach towards finding an optimal and feasible solution to the resource allocation problem at check-in stages in airports. The proposed methods employ optimisation techniques such as mixed integer goal programming (MIGP) and genetic algorithm (GA) to offer a comparative multi-solution outcome towards optimising the passenger quality of services at airport departure check-in. By adopting the proposed approaches, one can expect to achieve the following objectives: 1) finding an optimum allocation for airlines to different check-in zone area; 2) obtain a feasible planning to undertake decisions concerning check-in area expansion projects reaching their desired goals to improve passenger level of service under limited budget and area space. Inderscience Publishers - linking academia, business and industry through research

Title: Improving passenger satisfaction at Kuwait International Airport by using multi-objective optimisation

Authors: Ahmad T. Al-Sultan; Ahmad Alsaber

Addresses: Department of Community Medicine and Behavioral Sciences, College of Medicine, Kuwait University, Kuwait City, Kuwait ' College of Business and Economics, American University of Kuwait, Kuwait

Abstract: Efforts to optimise the quality of services that passengers experience during the check-in process at major airport terminals are important discriminators in deciding the overall quality of the airports themselves. Improvement of passenger services during check-in involves reduction in queues and waiting times. This however, may require additional expansion projects to be undertaken by the authority. Nevertheless, such expansion projects involve conflicting ideas from multiple interest groups due to the absence of any existing efficient simulation model. This paper presents a multi-dimensional approach towards finding an optimal and feasible solution to the resource allocation problem at check-in stages in airports. The proposed methods employ optimisation techniques such as mixed integer goal programming (MIGP) and genetic algorithm (GA) to offer a comparative multi-solution outcome towards optimising the passenger quality of services at airport departure check-in. By adopting the proposed approaches, one can expect to achieve the following objectives: 1) finding an optimum allocation for airlines to different check-in zone area; 2) obtain a feasible planning to undertake decisions concerning check-in area expansion projects reaching their desired goals to improve passenger level of service under limited budget and area space.

Keywords: airport terminal; integer programming; simulation; mixed integer goal programming; MIGP; Kuwait.

DOI: 10.1504/IJOR.2024.142254

International Journal of Operational Research, 2024 Vol.51 No.2, pp.166 - 188

Received: 01 Jul 2021
Accepted: 21 Nov 2021
Published online: 16 Oct 2024 *

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Title: Improving passenger satisfaction at Kuwait International Airport by using multi-objective optimisation

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