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The shared self-service check-in system can effectively alleviate the tension of airport caused by limited resources in the future. The effective allocation of resources is the key to improving the performance of this collaborative work system. In this paper, an associative decision integer programming model is established to quantitatively describe the total baggage handling time of the collaborative work system by using piece-wise functions under different allocation schemes. In order to meet passengers' expectation of queuing time, the queue system is optimized to constrain the service level, and eventually the system efficiency is significantly improved. The discrete event simulation results show that the allocation scheme generated by the model can not only largely improve the equipment utilization rate by 124%, but is also able to shorten the queuing time of passengers by 72.8%, which provides the possibility to comprehensively optimize and improve the efficiency of future airport baggage handling systems. [ABSTRACT FROM AUTHOR]

This paper explores passengers' perceptions toward airport service quality through a content analysis. Using 1341 review comments posted on the Skytrax website, we identify satisfiers, dissatisfiers, and performance factors that determine passengers' experiences at the Honolulu International Airport and the world's leading airports (Singapore Changi Airport, Haneda Airport, Incheon International Airport, Hamad International Airport, and Hong Kong International Airport). The results show that the Honolulu International Airport needs to improve cleanliness of the facilities, signage, and staff courtesy. A context-specific examination reveals that security, check, flight, line, and staff are the most frequently occurring words used by dissatisfied passengers. The most common words mentioned by satisfied users of the world's leading airports include staff, terminal, clean, time, immigration, and free. These findings provide suggestions and implications concerning customers' perspectives and may help airport managers enhance airport service quality and renovate airport facilities. [ABSTRACT FROM AUTHOR]