Airport operation level of service (LOS) and performance management are among the major concerns by any airport authority. Two aspects considered in that kind of measurement: passengers prospective and operators prospective. This thesis tries to combine both in its produced optimisation system. This study was carried out in the Hajj terminal of the King Abdul-Aziz international airport and classified the processing time among the most important measures affecting the users’ observation of the level of service. Produced survey has helped to generate performance measure upon passengers prospective. On the other hand a simulation model of the process flow is utilised to formulate driven data model of the terminal process flow operations. The model built on Arena software and correlation study is made from the multiple “what if” scenarios of the model. Then a linear regression is used to generate a model for each variable. Levenberg–Marquardt (LM) algorithm is used after to carry out better regression model then Neuro-Fuzzy (NF) model found to be more efficient as it is picked and used to generate a best observed prediction. The system is optimised through the generated Neuro-Fuzzy (NF) logic model using both Particle Swarm Optimization (PSO) and Genetic Algorithm (GA). A validation in addition to the testing made in the optimisation system. Analysis shows a great deal of improvement in predictions using fuzzy logic instead of linear regression for all dependent variables. PSO and GA optimisations are carried out and compared to the actual results gathered from the Arena simulation report.

This study is the first to attempt in Hong Kong to collect data about flight dispatch training for airlines. The purpose of this study was to examine the learning experiences of flight dispatchers when using different learning approaches and instructional methods for learning. In the light of an analysis of the training practices linked to the theory of adult learning, self-directed learning, learning style and learning satisfactions, we can determine the beliefs, expectations, and desires of flight dispatch trainees. This thesis argues that effective flight dispatch training goes beyond traditional instructor-centred teaching strategies (pedagogical approach). The new way of thinking about teaching flight dispatchers should also be based on adult learning theory and principles of andragogy. In addition, this thesis argues that flight dispatch training today is likely to be designed according to the needs and preferences of all stakeholders, rather than only according to the requirements of aviation regulators. The research questions are: What are flight dispatchers, trainers and flight dispatch managers' perceptions and expectations regarding the use of instructional methods and strategies currently used in flight dispatch training? What are flight dispatchers, trainers and flight dispatch managers' attitudes towards the use of computer-based training as an alternative instructional tool to replace classroom training? The research methodology adopted uses a mixed-method, sequential explanatory approach. Survey results have shown clear evidence that andragogy, self-directed learning and learning satisfaction play vital roles in the process of flight dispatch training. The results indicated that flight dispatchers' preferred mode of delivery is independent of their learning style, and classroom training had a more favorable reaction than did computer-based training, as demonstrated via quantitative and qualitative analyses. Those taking the computer-based course scored an average of 1.53 (effectiveness) and 0.65 (satisfaction) points lower than did those experiencing classroom training. The survey results did not support the findings from the literature that indicated all adults preferred self-directed learning. This study also included a qualitative analysis to address considerations of computer-based training as an alternative flight dispatch training delivery method. Although most trainees in the study said they preferred classroom training or on-the-job training, the majority felt that computer-based training was an appropriate delivery method to complement other, traditional methods of delivering flight dispatch training. Furthermore, the analysis of variances (ANOVA) for computer-based training satisfaction mean scores and generational group (novice and experienced flight dispatchers) were calculated. The results indicated that flight dispatch experience did not influence levels of satisfaction. To enhance or increase the creativity, innovativeness, and learning capacity of the workforce, a well-balanced training approach between formal classroom training, computer-based training, and on-the-job training should be encouraged in order to harness the advantages of both formal and informal learning.

This thesis investigates the factors that influence air passengers in their food and beverage outlet patronage intentions in the airside areas of commercial airports. Commercial operations, including the provision of food and beverages are becoming more important for airport operators. Air passengers’ behaviour in the airside setting is not always following rational decision‐making processes. Due to the nature of the setting and due to a loss of behavioural freedom, behaviour is influenced by the airside context. Extant literature on airport commercial operations has not yet addressed the question of factors influencing passengers’ outlet patronage intentions. Consumer theory usually accepts one of three perspectives: The rational‐choice, the behavioural influence and the experiential perspective. The review of literature on consumer behaviour in the field of food and beverage shows that none of the three theoretical perspectives sufficiently explains behaviour in the airside context and the need for a less paradigm‐dependant approach is derived. This methodological gap around the need for a less paradigm‐dependent approach is addressed through a mixed‐methods case study approach, during which both qualitative and quantitative evidence is analysed in order to explore the effect of the airside context and other factors on air passenger outlet patronage intentions. One medium‐sized German commercial airport serves as typical case for a class of German commercial airports. Evidence is collected mainly in‐situ in the airport’s airside area. The findings reveal that, besides the airport context, personal and outlet‐related factors have an influence on behaviour. Those factors can then be related to three emotional states that passengers may experience, namely AirsideFear, AirsideStress, and AirsideEnjoy. Depending on the type of trip, air passengers show different outlet patronage intentions, resulting in the need to adjust the extant view on passenger typologies. The role of service brands in the airside setting is explored, revealing that service brands are important for very frequent flyers mainly. Findings are discussed in light of extant literature and an Airport Airside Outlet Patronage Model is developed. The thesis concludes by offering a new perspective on airside consumption. This study contributes to the knowledge of the subject field by highlighting the conceptual gap in the literature, as well as by aiming to close it. This is achieved by exploring the factors that influence food and beverage outlet patronage intentions. On a methodological level, the mixed‐methods case approach aims at overcoming the limitations caused by the application of one of the three different paradigms in extant consumer behaviour literature.

Traffic growth, capacity constraints, climate change and the necessity to develop a more cost efficient system led to an ambitious initiative to reform the architecture of airspace management. This initiative, launched by the European Commission (EC), is called Single European Sky (SES). The four Key Performance Areas (KPAs) of SES are environment; cost efficiency; capacity; and safety. In the environment KPA Performance Indicators for Air Navigation Services Providers (ANSPs) are established to ensure that improvement in sustainability is achieved. In addition, aviation is included in the European Union's Emission Trading Scheme (EU ETS): the EC sets limits on CO2 emissions and provides economic incentives to airlines to reduce emissions by establishing a market-based trading system. EU-ETS can be used to simultaneously promote economic efficiency and achieve environmental goals on a sustainable basis. The PhD research examines the existence of cancel-out effects between supply-led, i.e. SES, and demand-led management, i.e. EU ETS, policies by following a holistic approach. Environmental economics theory and industrial economics are applied to identify factors that have a significant influence on the two policies. Interestingly, and in spite of common objectives, the two schemes are governed by different bodies, which may fail to streamline their communication process. Hence, the PhD thesis also addresses the issue of governance and its possible failure regarding the full implementation and efficiency of the schemes. From a methodological perspective, Delphi is conducted in two rounds to encapsulate policy complexity at an in-depth level. The target population comprises stakeholders involved in SES and EU ETS. To select candidates purposive and snowball sampling was used. Thus, the sample consists of 39 senior managers/experts from Civil Aviation Authorities; ANSPs; aviation-related organisations and institutions; and airlines. Based on the results of the Delphi and building on its theoretical background, the PhD thesis then develops a conceptual model to address governance failure, thus effectively linking supply- to demand-oriented aviation policies in a holistic manner.

This thesis addresses the problem of airline reserve crew scheduling under crew absence and journey time uncertainty. This work is primarily concerned with the allocation of reserve crew to standby duty periods. The times at which reserve crew are on duty, determine which possible crew absence or delay disruptions they can be used to absorb. When scheduling reserve crew, the goal is to minimise the expected levels of delay and cancellation disruptions that occur on the day of operation. This work introduces detailed probabilistic models of the occurrence of crew absence and delay disruptions and how reserve crew are used to absorb such disruptions. Firstly, separate probabilistic models are developed for crew absence and delay disruptions. Then, an integrated probabilistic model of absence and delay disruptions is introduced, which accounts for: delays from all causes; delay propagation; cancellations resulting from excessive delays and crew absence; the use of reserve crew to cover such disruptions given a reserve policy; and the possibility of swap recovery actions as an alternative delay recovery action. The model yields delay and cancellation predictions that match those derived from simulation to a high level of accuracy and does so in a fraction of the time required by simulation. The various probabilistic models are used in various search methodologies to find disruption minimising reserve crew schedules. The results show that high quality reserve crew schedules can be derived using a probabilistic model. A scenario-based mixed integer programming approach to modelling operational uncertainty and reserve crew use is also developed in this thesis and applied to the problem of reserve crew scheduling. A scenario selection heuristic is introduced which improves reserve crew schedule quality using fewer input scenarios. The secondary objective of this thesis is to investigate the effect of the reserve policy used on the day of operation, that is, determining when and which reserve crew should be utilised. The questions of how reserve policies can be improved and how they should be taken into account when scheduling reserve crew are addressed. It was found that the approaches developed for reserve crew scheduling lend themselves well to an online application, that is, using them to evaluate alternative reserve decisions to ensure reserve crew are used as effectively as possible. In general it is shown that `day of operation' disruptions can be significantly reduced through both improved reserve crew schedules and/or reserve policies. This thesis also points the way towards future research based on the proposed approaches.

The past decade has seen the emergence of the Transitions Management theory rise to fame as the leading approach for dealing with the complex problem of sustainability. Its underlining principle considers sustainability as inherently difficult and requiring radical system changes to the wider society. Defined as a deliberative and prescriptive framework, it sets to influence governance activities through a gradual structured process. However, concerns have been raised which question the scope and practice of Transitions Management, including the criticism of its simplistic and narrow view, focussing primarily on technological innovations and policy influence while having little reflection on the dynamics and social relations involved in transitions. This research thesis aims to develop further insights to understand better the dynamics within the transitional process towards sustainability. By looking at the case of an international airport’s ongoing efforts to become more sustainable, this thesis argues that the social dynamics offer a significant contribution to the shaping of a sustainability agenda, by enabling practices that also seem vital in the framework of Transitions Management. This thesis applied ethnography as the primary approach to this research inquiry. The data collection involved qualitative interviews, documentary analysis, and participant observations spanning over 18 months between the periods of 2010-2012. Drawing on the critical studies of management and organisational theories, the research focus was on addressing the three key questions of what is the sustainability agenda, who decided on the agenda and how has the agenda been decided, within the context of airport operations. While other key issues have emerged from this research study, those aspects have underlined the tensions constituted in the everyday practices of an airports operations, how the conditions of tensions have enabled a positive influence, and how this is seen as significant to contribute to the theoretical understanding for dealing with the sustainability transitions process. Building on this perspective, this thesis further explored the dynamics of the individuals’ struggle, and suggests that it is part of a sense making process that also helps to construct the meaning of sustainability. In addition, it has identified how this experience of struggle has facilitated resistance “for changes” among individuals, and how this permits positive outcomes which are continuously shaping the agenda of sustainability and practices at the Airport.

The increasing scale of, and demand for, civil air transport has necessitated ever greater numbers of passengers and staff travelling to and from airports. At airports worldwide, private vehicles represent the vast majority of these surface access journeys and this has led to severe problems of traffic congestion and raised levels of air pollution. Consequently, UK and international airports are re-evaluating their approach to surface access mode choice and considering how to reduce the reliance on private vehicles. Despite improvements in public transport links at some airports, in the UK it is currently estimated that around 65% of surface access trips at large airports are undertaken in private cars, with this figure being as high as 99% at smaller regional or secondary airports. The problems associated with high private vehicle use are likely to become even more acute in the future given the forecasted growth in demand for UK air travel. Surface access is a complex airport management issue as decision makers must balance the often competing requirements and demands of different user groups with the wider commercial and environmental goals of the airport. Passengers pose a particular problem due to the large number of trips generated, and the wide range of factors affecting their travel. Passengers are also important because they represent the airport s primary customers. The aim of the thesis is to examine passenger surface access travel behaviour in order to make recommendations for reducing private vehicle use. The research adopts a social psychological approach, employing two theories of attitude-behaviour relations, the Norm-Activation Theory and the Theory of Planned Behaviour, in order to identify groups of passengers with the potential to reduce their private vehicle use. Research methods employed to fulfil the aim include interviews with surface access managers at UK airports and a questionnaire survey of passengers at Manchester Airport, an international airport in the North-West of England. It is found that passenger mode choice decisions are motivated primarily by considerations of self-interest, as posited in the Theory of Planned Behaviour, rather than normative or moral elements, as proposed by the Norm-Activation Theory. As well as attitudes, passengers are also found to vary considerably in terms of their specific personal, situational and spatial characteristics. For example, passengers using public transport are likely to be travelling alone from areas further from the airport and flying without checked-in luggage. Using this combined attitudinal, situational and spatial information, eight distinct passenger groups are then identified. Two of these groups, described as the Public Transport Advocates and the Pessimistic Lift Seekers, are found to have the greatest potential to reduce their private vehicle use. Overall, it is important that strategies targeted at reducing private vehicle use and encouraging public transport use address both the physical and perceived barriers preventing behavioural change. Furthermore, while airport managers tend to favour implementing so called soft incentive measures for encouraging modal shift as opposed to more draconian measures, in the future it is likely that decision makers will increasingly need to find ways of implementing the latter in a fashion that is both effective and acceptable to airport users.

In order for e-commerce businesses to attract customers and consequently increase revenue, it is essential to understand the behaviour of online consumers. This involves understanding how consumers react to website elements, and what could influence the adoption of online channels. Given the applied nature of this research area, a number of studies have been carried out by marketers and information systems experts in order to develop a better understanding of consumer behaviour and web elements impact on adoption of online services. However, as web services continue to expand, so does the need for further research concentrating on specific types of products or services. Many academic articles have been published to cater for specific web portals such as retailing, banking, governmental transactions, hotel booking, and many other areas. Whilst this is the case, there remains a lack of research examining customer behaviour when using airline websites. Given the specific nature of online consumers, and the amount of business surrounding e-ticketing, it is imperative that this gap in research is addressed. Multi-faceted limitations surrounding online consumer behaviour within the airlines industry emerge from the literature. For example, the majority of previous research has relied solely upon traditional theories and as such, other important perspectives related to travel warrant investigation. Additionally, apparent links between website qualities and website adoption remain under investigated in the context of the airline industry. Another gap in research relates to the investigation of the moderating role of travellers’ characteristics such as their demographics, internet experiences, and travel habits. Based on these limitations, this research aims to develop a comprehensive, multi-disciplinary (i.e. consumer behaviour, information systems, travel and tourism) theoretical model that is capable of examining the factors that influence travellers’ online satisfaction and intention to purchase air tickets from airline websites. In developing this model, this research adopts a positivist, deductive, and quantitative approach. Thus, based on the analysis and synthesis of literature, a conceptual model comprised of nine constructs is proposed. Inspired by the Information Systems Success Model, e-satisfaction is centralised in the model and suggested as the main predictor of intention to purchase airline tickets. Information web qualities and system web qualities are considered as antecedents of e-satisfaction. The two constructs from the Technology Acceptance Model (TAM) (perceived usefulness and perceived ease of use) are also integrated into the model. Other important factors such as e-trust, airline reputation, and price perception are also embedded. The suggested model has been validated using a measurement scale based on previously validated items. This research adopts an online survey that targets real travellers from Saudi Arabia who have used airline websites. Interviews, focus groups, and a pilot study were conducted to validate the survey items. Data collection procedures utilized the social media channels for the two operating airlines in Saudi Arabia as well as a snowball method. Data analysis techniques including exploratory factor analysis, confirmatory factor analysis, and structural equation modelling were used to validate the relationships and to test overarching research hypotheses. Additionally, group comparison techniques including invariance analysis were used to explore the moderation effect of demographic characteristics (i.e. gender, age, education level, monthly income, occupation, and location), internet experience, and travel habits (i.e. origin of the airline used, actual tickets purchase, travel frequency, motivation for travel, type of travel, and type of funding). The results from this research suggest that the most influential factors motivating travellers to purchase online are e-satisfaction followed by website trust. Furthermore, travellers’ perceptions of website quality also played an important role in influencing e-satisfaction. Price was the next influential factor. Several other factors appeared to have direct and indirect associations with intention to purchase and e-satisfaction. Additionally, findings emanating from group analysis suggest that some demographic factors and travel habits have a moderating influence over the research hypotheses. As such, this research makes several contributions to the consumer behaviour and web quality literature within the travel and tourism context. The findings from this research can assist airlines in shaping their web development priorities and enable them to focus on the most influential factors. This thesis concludes with a discussion of the application of these findings, an evaluation of the studies undertaken, and suggestions for future research.

An efficient air transport system is an important part of social and economic development of Southern African Development Community (SADC). Efficient intra-SADC air service connections enhance regional integration, access to the global economy, international tourism and contribute towards the vision to establish the African Economic Community by 2034. SADC, in July 1998, embarked on liberalisation of the regional civil aviation sector in order to enhance the efficiency of air transport services. In the United States of America and European Union, the liberalisation of air transport has transformed civil aviation networks. The fragmentation of air service connections on the intra-SADC network in the midst of the liberalisation process is symptomatic of a poor implementation strategy coupled with air transport market imperfections. The purpose of this thesis is to examine, understand and explain the factors that influence the disintegration of the intra-SADC air transport network .The aim is to identify how regional air transport services can be transformed to meet the social and economic demands of the region. This research adopts network theory, as the conceptual framework of the investigation. Assuming a graph approaching maximal connection as the sought after state of affairs for SADC; this study benchmarked the post liberalisation network structure to the regional economic communities of ASEAN and MERCOSUR. The aim of the benchmarking is to identify the extend of the differences in air transport network in those two regions, resulting from the policies adopted and to establish how the SADC policies may be improved and implemented more efficiently. The findings of the study are that, in comparison to the two developing regions, SADC’s liberalisation measures have failed. The study developed and evaluated an econometric model which analysed demand patterns on the intra-SADC passenger air transport network. Although low levels of passenger demand seem to characterise the majority of SADC city-pairs, the study identified nodes with sufficient demand to justify direct connections which would in turn reduce network fragmentation. This research also establishes that the absence of a realistic detailed roadmap, an ill-defined programme of action and inadequate resources contributed to the failure of SADC’s liberalisation strategy. In its final sections, this study proposes an ideal demand-driven network configuration and offers specific recommendations to SADC member states for that network to be functional. The proposed network improves network connectivity from the current poor levels, where a connectivity measure of 15% suggests underdevelopment, to levels over 40%. The study however, acknowledges that air transport liberalisation does not necessarily guarantee equitable distribution of network efficiency in developing regions. There are communities that cannot sustain commercially viable air service connections without economic subvention, probably in the form of the Public Service Obligation (PSO) programme adopted in the EU.

This dissertation evaluates and elevates the perception of the strategic use of design for airlines, especially a Silent Design airline like Saudia Airlines. Saudia Airlines is an international airline located in the Gulf region in the Middle East. In comparison to some other Gulf state airlines, Saudia Airlines benefits from its large geographical coverage, and is considered to be one of the richest and longest established carriers in the industry. However, the rapid growth during the past few years of other Gulf carriers (e.g. Emirates Airlines, Etihad Airways and Qatar Airways) highlights the necessity for improvements to be made by Saudia Airlines so that it can sustain its position in the global market. These three mega Gulf airlines have shown major developments in their strategic use of design in delivering innovative and differentiated design touch points in their customer journeys. The purpose of this research is to ‘create a design management conceptual framework (DMCF) to assist Saudia Airlines in evaluating and elevating the perception of the strategic value of design.’ To date, airlines adopting a Silent Design approach have rarely been addressed in empirical studies. To achieve this, secondary research investigated several topics, mainly the perception of the strategic use of design, the operational use of design and how design was managed based on design management evolution. Furthermore, design outcomes are presented after implementing the strategic use of design, to deliver innovative and differentiated results. Moreover, the case studies of several companies are presented that use design at a strategic level, especially in the airline industry. The primary research investigated key stakeholders’ views (customers, design experts and Saudia Airlines’ employees and design consultants). The findings from these investigations, and emergent key themes and sub-themes created the prototypes that led to the formulation of the DMCF, which is the main contribution of this study. The DMCF was developed and tested with experts in the field. The proposed framework is considered a significant starting point for airlines that want to evaluate and elevate their perception of the strategic use of design. The DMCF addresses the significant results of this study and key points are made, as follows: 1) Four key dimensions are identified: a) organisational mind-set, b) structure and design capabilities, c) design process and communication, and d) customer experience, which could evaluate and elevate the strategic use of design. 2) The Silent Design culture is identified as pertaining to Saudia Airlines in this study. This culture emphasises the moderate ambition of the strategic use of design by using it at an operational level. It also includes an ill-defined structure for managing design and a lack of design capabilities. In addition, it has an unclear design process and ad hoc cross-departmental collaboration. The overall result is that the Silent Design organisations’ customer experiences are characterised by undifferentiated products and services. 3) The Strategic Design culture is identified and addresses the airlines that make good use of design. This culture emphasises the strong ambition of the strategic use of design by using it at a strategic level. It also includes a systematic and clear structure for managing design. It has a clear design process and clear cross-departmental collaboration. The overall result is that Strategic Design organisations maintain their position as innovators and differentiators within the airline industry. 4) Some recommendations are made that target how to bridge the gap between these two cultures, including appointing a design leader within a Silent Design culture airline. This would elevate the airlines’ perceptions of the strategic use of design.