For modern airports that daily receive up to a hundred thousand or more passengers, visitors and workers, easy accessibility is key in order to become the preferred multi-modal hub. To achieve high-quality accessibility by means of all kinds of transport modalities, an Enterprise Information Subsystem (EIS) that measures the quality of the provided airport accessibility is a conditio sine qua non. This paper takes up the challenge for designing such an information system while taking the landside perspective. The main contribution concerns a
performance measurement framework
in which clients’ demands can be related to the transport services offered by means of a measurable set of accessibility indicators. Based on this, an overall picture on the airport accessibility quality can be created. To illustrate the feasibility of the framework, the results of three (partial) implementation steps towards an EIS are shown. The first one relates to client profiling; the other two to performance measuring dashboards. We finalize by reflecting on the use of the performance measurement system for improved decision-making and by drawing conclusions.
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