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A global index for level of service evaluation at airport passenger terminals

Author

Listed:
  • Correia, Anderson Ribeiro
  • Wirasinghe, S.C.
  • de Barros, Alexandre G.

Abstract

This paper presents a global index for the evaluation of the level of service (LOS) of the operational components at an airport. This index is useful in evaluating the overall LOS on a single scale and according to user perceptions. It is assumed that the overall LOS is a function of the LOS of individual components, such as check-in, departure lounges, etc., as well as socio-economic variables. Regression analysis is used to obtain a mathematical relationship between the global LOS ratings and the LOS of individual operational components. The methodology is illustrated with its application at São Paulo/Guarulhos international airport in Brazil, where 119 enplaning passengers were interviewed.

Suggested Citation

  • Correia, Anderson Ribeiro & Wirasinghe, S.C. & de Barros, Alexandre G., 2008. "A global index for level of service evaluation at airport passenger terminals," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 44(4), pages 607-620, July.
    • Handle: RePEc:eee:transe:v:44:y:2008:i:4:p:607-620
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