A Study on the Efficiency of Airport Considering User Satisfaction

Purpose: This study aims to identify ways to improve the operational performance of domestic airports by evaluating operational efficiency, service productivity, and service effectiveness.Methods: Operational efficiency, service productivity and effectiveness considering user satisfaction were evaluated using bootstrap data envelopment analysis. Each efficiency was assessed using different input and output variables. The 14 airports were divided into four groups based on service productivity and effectiveness scores. Subsequently, Efficiency improvement strategies were then developed for each group. Additionally, Correlation analysis was used to examine relationships between the three efficiencies.Results: The analysis revealed that airports exhibited a range of performance levels across the three efficiency measures. A 2x2 matrix was created using average service productivity and effectiveness scores, which allowed for the classification of airports into distinct groups. Each group faces unique challenges and requires tailored strategies to optimize their performance. Correlation analysis showed a positive relationship between operational efficiency and service effectiveness, suggesting that improvements in service effectiveness may lead to gains in operational efficiency.Conclusion: Airports should conduct survey and research to identify factors influencing user satisfaction and airport selection. Based on these factors, strategies should be developed to improve service productivity and effectiveness. Airports with low service effectiveness should prioritize improving this aspect to potentially enhance operational efficiency.