PAF KIET

City Campus

TITLE

INCONVENIENCE DUE TO SECURITY CHECKS AT JIAP FOR

CUSTOMER SATISFACTION

DELIVERABLE 3

COURSE: FINAL YEAR PROJECT- 2

SUBMITTED TO: SIR ABDUL SALAM

SUBMITTED BY: SOBIA ZAIB (60237)

RESEARCH METHODOLOGY
The mode for this investigation which I embrace is inductive methodology, the principle point of
this examination is to make important information gathering. This examination mean to fabricate
a ground of theoretic predicament that depends on the exploration that are led beforehand and
issues which are experiencing everyday activities.
The headway of air transport development worldwide has extended the enthusiasm for plane
terminal organizations and the requirements for continuously profitable techniques of updating
the air craft, explorers or stuff. The element of contention in the European, North American or
Asian markets has created, and progressively broad potential results of choice have opened up
for the air craft in respect of the plane terminals which can be used as a base and as partner ones
on their flight map. All air transporters endeavor to broaden the undertakings at capably working
plane terminals in order to diminish their costs and augmentation the idea of the organizations
provided for the voyagers ( yu,2013). In doing their activities, air terminals go for enhancing the
advancement of plane, along these lines growing the viability of undertakings in the engaged
condition in which they work. ( Arnoldina Pabedinskaite, 2013).
Security assessment is a challenging and complex problem, which has been the focus of
extensive research, though there is still no consensus in scientific literature to what criteria
should be employed to evaluate measures quality. The development of air transport activity
worldwide has increased the demand for airport security and the need for more efficient
processes of checking the aircraft, passengers and luggage.

MAIN FINDINGS OF THE STUDY

Relative importance to each security measures concerning overall security performance at the
airport. (Yoo., 2009)
 First, the study evaluated the relative importance of four security tasks: Security Checks,
Passengers Security Measures, Technology Usage, and Baggage Security Control. (Yoo.
2009)
 Passengers screening was pointed out as being the most important task among the four
security tasks concerning the enhancements of the performance of airport security
activities.
 The second most important task was checked baggage security control.
 These results may reflect respondents, awareness that has been numerous major security
incidents such as hijacking and sabotage caused by the failures of passengers or baggage
security control.
IMPLICATIONS OF THE STUDY FOR THEORY, MANAGERS AND
POLICYMAKERS

In examination the quality of airport security provided to passengers, (Liou, Tang, Yeh and Tsai
2011) applied a new method instead of the traditional statistical analysis study-dominance based
rough set approach (DRSA). In the study conducted by the authors, passengers evaluated the
level of airport security by ranking various sets of quality criteria. The proposed approach
provides practical information which is useful for the development of strategies of Security
improvement. The proposed model is presented in the form decision making rules. This method
also provides airport managers with information on how to improve individual decision making
(decision rules). The proposed decision making rules can help the decision maker to develop the
most appropriate strategies for different types of passengers and thus to improve the Security.
The DRSA method extends the classical rough set theory which deals with quality criteria
without ranking them by order of importance. The empirical study conducted on the example of
Taiwan airports has shown the advantages of the DRSA method in helping airport management
to identify critical areas, which should be the focus of efforts and specify the ways to improve
the quality of security in different passenger segments. In many cases, airport management
underestimates the necessity of insight into the needs of clients. This is due to the fact that it is
airlines and tour operators that are in direct contact with passengers.

The aim of this study carried out by (Enoma and Alle 2006) at Scottish airports has been to
assesses the influence of the compiled set of criteria on the management of airport services, with
a focus on safety and security. The authors argue that safety and security is particularly affected
by the choice of a risk management strategy, measurement of airport operational efficiency is a
highly challenging task, especially in conjunction with the functions of airport security, safety
and service management. There is a need to identify the influence factors, because the functions
of security safety and service management are difficult to measure. The indicators identified by
the authors assesses the operation of an airport from the safety perspective: breaks of the safety
personnel, implementation of evaluation processes during emergency, control of potential panic
control, processes in the event of the airport equipment failure, actions in respect of the
passenger posing a threat inside aircraft.

An analysis of literature shows a growing need for the assessment of the operational efficiency
of airports and the quality of the safety and security provided by them in order to improve airport
operation. It should be noted that there is a wide variety of research methods and criteria used for
assessment of the operational efficiency of airports and the quality of their services, safety and
security.
LIMITATIONS OF THE STUDY

Literature analysis shows that in the course of development of airports, the improvement of their
performance, services, safety and security quality is a highly topical and challenging issue, which
is widely considered from various angles and using different methods: analysis of passenger
experiences, assessment of airport performance by means of technical performance indicators,
and analysis of the quality of airport security safety and services.

Literature analysis has allowed identifying the assessment criteria that reveal, from different
perspectives, the quality of airport safety security and services offered to airlines, performance
levels, reliability and other factors that influence airline choice. This analysis has resulted in the
development of a system of criteria for assessment of the quality the airport security safety and
services provided to airlines designed to assess the quality of airport security.

The experts research conducted within the framework of the pilot study has established the
relative importance of airport safety security and service quality assessment criteria in respect of
airlines. Based on the analysis of literature and expert quality of airport security safety and
services provided to airlines according to safety dimensions as well as the security processes
provided by the airport’s to airlines.

This research will give critical information that gives purchaser unwaveringness and condition
pleasant steps for customers. This will contribute in improving of nature of organizations and
security of transporter and meet the customer wants from the aircraft. It will diminish the gap
between customer acumen and what they get from the transporter when in doubt. It will in like
manner be dissected between aircraft with the objective that each transporter ought to
acknowledge what they are missing and what other bearer improve the circumstances their
voyager satisfaction.

This research may offer help to CAA to make their methods less difficult for security checking
and distinctive organizations.
This study covers the major chapters of the research include introduction, background, problem
statement, research question, research objective, contribution of study, scope of study, main
findings and summary.

SUGGESTIONS FOR THE FUTURE RESEARCH

People relate the level of inconvenience and the invasion of privacy they are willing to tolerate to
their perception of the severity of the threat being averted and attentiveness of the screening
efforts at averting that threat. For example, air carriers and passengers accept more intensive
security procedures for international flights because they perceived a higher likelihood of
terrorist targeting international flights. Passengers would properly recent intense screening
measures for domestic travel unless that had proof that the severity of the threat was higher than
usual. If the threat is high, more intensive technologies that may inconvenience passengers are
likely to be more acceptable than when the threat is perceived to be low.

Because of the strong relationship between public acceptance of the security-screening processes
and perception of risks. Because it is impossible to predict the course that terrorists will take in
the coming years, the plan should include specific technologies that can be implemented in
responses to specific threats. The CAA should also examine how new technologies will be
implemented over time in the absence of specific threats.

By openly addressing the link between the perceived level of threat and public acceptance of
more intensive security screening processes, the CAA will also help air carriers react more
actively to specific threats. Air carriers will also be able to plan the purchase of equipment based
on new technologies as part of their regular efforts to upgrade security screening equipment.
Although the plan can formulate some general conclusions and recommendations about new
technologies for passengers screening, further efforts to assess public acceptance and to
incorporate the resulting information into screening procedures will be needed to ensure the
effective performance of individual technologies. Besides considering various public acceptance
reactions to new screening technologies the CAA will also have to determine an acceptable level
of opposition. Ascertain portion of the public will oppose the implementation of any new
technologies therefore the CAA will have to weight the need for more effective airport security
system against the known opposition before mandating implementation of new technology.
The panel makes the following specific recommendations for using new technologies to improve
passenger screening:
Recommendation: Indicate how new passenger screening technologies are integrated into long-
range implantation plans for upgrading airport security.
Recommendation: Use a variety of means to assess public reaction to new passenger screening
technologies:
Identify important public acceptance issues by identifying similar or analogous circumstances
from the past study and by studying available information on public reaction to, and acceptance
of, these circumstances.
Assess public perception as early as possible in the development cycle.
Assess public reactions to prototype systems.
From earlier assessments, develop and maintain education programs to inform the public about
the advantages and perceived disadvantages of screening technologies.
Recommendation: Emphasize the importance of providing operators with information about the
specific time and location of a threat item:
Convenience, screeners can move quickly determine whether or not the item that caused alarm is
a threat, and passengers will experience less delay.
Privacy, by following the screener to search only the area known to contain a suspect item, the
screener is less likely to encounter external medical devices or other nonthreatening objects that
passengers consider personal.