Development of level of service standards for airport facilities: Application to Sao Paulo International Airport [An article from: Journal of Air Transport Management]

This digital document is a journal article from Journal of Air Transport Management, published by Elsevier in 2007. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.

Description:
A methodology for developing level of service (LOS) standards at airport passenger terminals based on user perceptions is developed. The underlying concept is the derivation of quantitative values for passenger perceptions of service based on airport surveys. The check-in counter component is evaluated considering factors that have a bearing on the user perceptions of LOS: processing time, waiting time, and space available per person. The study uses data obtained from a passenger survey conducted at Sao Paulo/Guarulhos International Airport, Brazil. The results indicate that we can derive quantitative perception scales from qualitative survey data. Finally, a multi-attribute analysis is done to obtain a composite evaluation of LOS at the check-in counter as a function of the waiting time, processing time, and space available.