Physical infrastructure is constructed to provide services to it users. The perceptions of users regarding the level of service are not necessarily constant, however, making it necessary to adapt both the infrastructure and its attending services to adjust to new user demands. The tragic events of September 11, 2001 had just such a disruptive effect on the perception of service levels at airports. This paper uses neural network analysis to examine passenger survey data before and after the September 11th attacks to identify shifts in level of service perceptions at Ottawa Airport. The analysis suggests a significant change occurred in the components that comprised passenger satisfaction levels, even though the overall level of satisfaction was largely unaffected. The results have clear implications for airport authorities in terms of maintaining or improving service provision in the presence of continuing security concerns.

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Keywords Airport security, Level of service, Neural networks
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Conference 2nd International Conference on Safety and Security Engineering, SAFE 2007
Elshafey, M. (M.), Rowlands, D. (D.), Contestabile, E. (E.), & Halim, A.O. (2007). Airport level of service perceptions before and after September 11: A neural network analysis. In WIT Transactions on the Built Environment (pp. 337–345). doi:10.2495/SAFE070331