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Development of level of service standards for airport facilities: Application to São Paulo International Airport

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  • Correia, Anderson R.
  • Wirasinghe, S.C.

Abstract

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 São 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.

Suggested Citation

  • Correia, Anderson R. & Wirasinghe, S.C., 2007. "Development of level of service standards for airport facilities: Application to São Paulo International Airport," Journal of Air Transport Management, Elsevier, vol. 13(2), pages 97-103.
    • Handle: RePEc:eee:jaitra:v:13:y:2007:i:2:p:97-103
    DOI: 10.1016/j.jairtraman.2006.10.002
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    References listed on IDEAS

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    1. Park, Yonghwa, 1999. "A methodology for establishing operational standards of airport passenger terminals," Journal of Air Transport Management, Elsevier, vol. 5(2), pages 73-80.
    2. Fernandes, Elton & Pacheco, R. R., 2002. "Efficient use of airport capacity," Transportation Research Part A: Policy and Practice, Elsevier, vol. 36(3), pages 225-238, March.
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    Citations

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    Cited by:

    1. Rocha, Phelipe Medeiros da & Barros, Alexandre Pinheiro de & Silva, Glauco Barbosa da & Costa, Helder Gomes, 2016. "Analysis of the operational performance of brazilian airport terminals: A multicriteria approach with De Borda-AHP integration," Journal of Air Transport Management, Elsevier, vol. 51(C), pages 19-26.
    2. Bezerra, George Christian Linhares & Gomes, Carlos F., 2016. "Measuring airport service quality: A multidimensional approach," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 85-93.
    3. Thampan, Aromal & Sinha, Kapil & Gurjar, B.R. & Rajasekar, E., 2020. "Functional efficiency in airport terminals: A review on Overall and Stratified Service Quality," Journal of Air Transport Management, Elsevier, vol. 87(C).
    4. Phelipe Medeiros da Rocha & Helder Gomes Costa & Glauco Barbosa da Silva, 2022. "Gaps, Trends and Challenges in Assessing Quality of Service at Airport Terminals: A Systematic Review and Bibliometric Analysis," Sustainability, MDPI, vol. 14(7), pages 1-17, March.
    5. Kim, Tae Hyun & Wu, Cheng-Lung & Koo, Tae-Ryang, 2017. "Implications of the ageing society and internationalisation for airport services: A perspective on passenger demand for personal space at airport terminals," Journal of Air Transport Management, Elsevier, vol. 60(C), pages 84-92.
    6. Bezerra, George C.L. & Gomes, Carlos F., 2018. "Performance measurement practices in airports: Multidimensionality and utilization patterns," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 113-125.
    7. Janice Kirner Providelo & Suely Penha Sanches, 2011. "Roadway and traffic characteristics for bicycling," Transportation, Springer, vol. 38(5), pages 765-777, September.
    8. Paramonovs Sergejs & Ijevleva Ksenija, 2015. "Factor Analysis of Passengers’ Satisfaction at “RIGA International Airport”," Economics and Business, Sciendo, vol. 27(1), pages 46-52, August.
    9. Wu, Paul Pao-Yen & Mengersen, Kerrie, 2013. "A review of models and model usage scenarios for an airport complex system," Transportation Research Part A: Policy and Practice, Elsevier, vol. 47(C), pages 124-140.
    10. Pantouvakis, Angelos & Renzi, Maria Francesca, 2016. "Exploring different nationality perceptions of airport service quality," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 90-98.

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