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Monitoring an airport check-in process by using Bayesian networks

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  • Di Pietro, Laura
  • Guglielmetti Mugion, Roberta
  • Musella, Flaminia
  • Renzi, Maria Francesca
  • Vicard, Paola

Abstract

Enterprises oriented to continuous improvement optimizes its activities for enhancing performance of processes and of the entire organization. Monitoring a process involves the responsibility to manage the quality both in terms of efficiency, by conforming goods/services to given standards, and efficacy, by meeting customer requirements. As a consequence, internal and external quality should be treated as being on an equal footing and should be monitored simultaneously. The paper discusses how to jointly analyze perceived and provided quality through Bayesian networks. We show, by an application to an airport check-in process, the advantages in evaluating improving actions that can be achieved when perceived and provided quality are properly combined in a unique statistical tool.

Suggested Citation

  • Di Pietro, Laura & Guglielmetti Mugion, Roberta & Musella, Flaminia & Renzi, Maria Francesca & Vicard, Paola, 2017. "Monitoring an airport check-in process by using Bayesian networks," Transportation Research Part A: Policy and Practice, Elsevier, vol. 106(C), pages 235-247.
    • Handle: RePEc:eee:transa:v:106:y:2017:i:c:p:235-247
    DOI: 10.1016/j.tra.2017.09.020
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    References listed on IDEAS

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    1. de Barros, Alexandre G. & Somasundaraswaran, A.K. & Wirasinghe, S.C., 2007. "Evaluation of level of service for transfer passengers at airports," Journal of Air Transport Management, Elsevier, vol. 13(5), pages 293-298.
    2. Correia, Anderson R. & Wirasinghe, S.C. & de Barros, Alexandre G., 2008. "Overall level of service measures for airport passenger terminals," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(2), pages 330-346, February.
    3. Silvia Salini & Ron Kenett, 2009. "Bayesian networks of customer satisfaction survey data," Journal of Applied Statistics, Taylor & Francis Journals, vol. 36(11), pages 1177-1189.
    4. Claudia Tarantola & Paola Vicard & Ioannis Ntzoufras, 2012. "Monitoring and Improving Greek Banking Services Using Bayesian Networks: an Analysis of Mystery Shopping Data," Quaderni di Dipartimento 160, University of Pavia, Department of Economics and Quantitative Methods.
    5. Flaminia Musella & Paola Vicard, 2015. "Object-oriented Bayesian networks for complex quality management problems," Quality & Quantity: International Journal of Methodology, Springer, vol. 49(1), pages 115-133, January.
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    Cited by:

    1. Huang, Wencheng & Zhang, Yue & Kou, Xingyi & Yin, Dezhi & Mi, Rongwei & Li, Linqing, 2020. "Railway dangerous goods transportation system risk analysis: An Interpretive Structural Modeling and Bayesian Network combining approach," Reliability Engineering and System Safety, Elsevier, vol. 204(C).
    2. Fei Ma & Dan Guo & Kum Fai Yuen & Qipeng Sun & Fuxia Ren & Xiaobo Xu & Chengyong Zhao, 2020. "The Influence of Continuous Improvement of Public Car-Sharing Platforms on Passenger Loyalty: A Mediation and Moderation Analysis," IJERPH, MDPI, vol. 17(8), pages 1-21, April.

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