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ACRP Report 37A: Guidebook for Measuring Performance of Automated People Mover Systems at Airports (2012)
Airport Cooperative Research Program (ACRP)

Citation Manager

Transportation Research Board. "5.3.7 Airport APM Performance Measure #5: Passenger Satisfaction." ACRP Report 37A: Guidebook for Measuring Performance of Automated People Mover Systems at Airports. Washington, DC: The National Academies Press, 2012.

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Front Matter (R1-R10)
Summary (1-3)
1.1 Research Approach (4-5)
2.3 How to Use This Guidebook (6-6)
2.4 Other ACRP Reports (7-7)
3.1.1 Legal Precedents (8-8)
3.1.2 O&M Contract Durations (9-9)
3.2 Procurement of O&M Services: Contractual Options (10-10)
3.2.3 Option 3: In-Sourcing O&M Services to Airport Staff (11-11)
3.3 Measurement of O&M Procurement Methodology Criteria (12-12)
3.3.1 Measurement Factor: Cost (13-13)
3.3.2 Measurement Factor: Risk (14-15)
3.3.3 Measurement Factor: Other (16-17)
3.3.4 Summary (18-18)
3.4 O&M Contract's Relationship to Performance Measurement (19-19)
4.1.1 Applied Methods (20-21)
4.1.2 Theoretical Methods (22-22)
4.2 Characteristics of Effective Performance Measurement Systems for APM Systems at Airports (23-23)
5.1.3 Routes Operated in Maximum Service (24-24)
5.2 Service Descriptive Characteristics (25-25)
5.2.4 Vehicles Available for Maximum Service (26-26)
5.3.1 Airport APM Performance Measure #1: Service Availability (Tier A Approach) (27-29)
5.3.2 Airport APM Performance Measure #1: Service Availability (Tier B Approach) (30-33)
5.3.3 Airport APM Performance Measure #1: Service Availability (Tier C Approach) (34-37)
5.3.4 Airport APM Performance Measure #2: Safety Incidents per 1,000 Vehicle Service Miles (38-39)
5.3.5 Airport APM Performance Measure #3: O&M Expense per Vehicle Service Mile (40-41)
5.3.6 Airport APM Performance Measure #4: Actual and Scheduled Capacity (Peak Versus All Other) (42-43)
5.3.7 Airport APM Performance Measure #5: Passenger Satisfaction (44-45)
5.3.8 Airport APM Performance Measure #6: Missed Stations per 1,000 Station Stops (46-47)
5.3.9 Airport APM Performance Measure #7: Unintended Stops per 1,000 Interstations (48-49)
6.1 Internal Measures for Assessing and Improving Performance of Airport APM Systems (50-50)
6.2 Measures for Planning and Designing Airport APM Systems (51-51)
7.2 Administrative and Funding Issues (52-52)
7.3 Airport Participation Issues (53-53)
7.4 Data Collection and Reporting Issues (54-54)
7.5 Conclusions (55-55)
Bibliography (56-56)
Acronyms and Abbreviations (57-57)
Exhibit A - Form A, Form B, and Passenger Satisfaction Survey (58-62)
Appendix A (63-65)
Section 1 - Preface (66-66)
2.1.1 Balanced Scoreboard (67-67)
2.2.1 Applied Methods (68-68)
2.2.1.2 Contract Service Dependability Method (69-69)
2.2.1.3 System Service Availability Method (70-70)
2.2.2.2 Defining and Measuring Service Availability for Complex Transportation Networks (71-71)
2.3.1 Historical Development (72-72)
2.3.2.2 Conferences on Transportation Performance Measures (73-73)
2.3.2.3 National Transit Database (74-74)
2.4 Airline Performance Measurement (75-75)
2.4.1 Government-Monitored Measures (76-76)
2.4.2 Airport Operator/Airline Measures (77-77)
2.5.1 FHWA Performance Measurement Program (78-79)
2.5.1.2 Buffer and Planning Time Indices (80-80)
2.5.2.3 Throughout (81-81)
2.6 Conclusion (82-83)
3.2 APMs (84-84)
3.4 Airlines (85-85)
3.5 Highways (86-86)
4.1.3 Select APM Systems for Site Visits (87-88)
4.2.2 Conduct Site Visits (89-89)
4.3.3 Step 3: Report to ACRP Panel on Participation Ratio (90-90)
4.3.10 Step 10: Transmit Thank-You Letters to Respondents (91-91)
5.1.2 Section 2: Performance Measures (92-92)
5.1.4 Section 4: Suggestions for Improving APM Performance Measures (93-93)
5.1.5 Section 5: System and Operating Characteristics (94-94)
5.2.2 System and Operating Characteristics (95-99)
5.2.4 Performance Measures (100-104)
5.2.6 Suggestions for Improving Airport APM Performance Measures (105-105)
Section 6 - Airport APM Survey (106-125)
Abbreviations used without definitions in TRB publications (126-126)