Evaluation of level of service at airport passenger terminals: individual components and overall perspectives
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AbstractThe level of service (LOS) subject is a theme of special concern for airport and airline operators. One of the main issues is the lack of meaningful standards, because most recommendations utilized by airports worldwide are based on arbitrary and hidden assumptions. Many academic studies developed during the last decades have also proven to be very limited, because none of them have been able to provide an overall LOS evaluation methodology according to user perceptions. Presented in this thesis is a complete methodology for the LOS evaluation at airport passenger terminals. It is capable of evaluating the LOS of individual components and for the terminal as a whole. All standards are based on the user perceptions, obtained by observation and surveys done at various airports. Psychometric scaling, correlation and multiple regression techniques are fully employed in this research. The LOS standards provided in this thesis are based on a sample of 400 interviewed and observed passengers. Data have been collected in a period of five weeks with the help of four full time interviewers. All interviewed passengers have been thoroughly observed during airport activities; because of this, it was possible to collect important data representing the characteristics of passenger and respective used facilities. One of the main contributions of this thesis is the overall LOS standards provided. First the whole airport has been evaluated as a function of overall measures (total time, walking distance, and orientation). Second, the terminal has been evaluated as a function of individual components (check-in, lounge, etc.). Future research is recommended to extend the application of this methodology to a great number of airports worldwide to obtain a comprehensive understanding of the LOS perceptions by different types of users.
Bibliography: p. 217-223