Abstract This paper presents a review of the existing approaches for functional efficiency assessment in airport passenger terminal buildings (PTB). The literature has been classified into two broad study levels and a set of 58 Key Performance Indicators are identified. These are further classified based on their application in processing, holding and circulation activities and sub-classified as objective and subjective indicators. Analytical methods adapted for service quality (SQ) assessments are comprehended. This paper identifies emerging Stratified SQ indicators and stochastic approaches for performance evaluation considering the spatial, operational and technological transformations of PTBs. Critical gaps from literature and scope for further research are discussed.
Highlights Identifying the Key performance indicators that influences the Functional efficiency at airport terminals. Research approaches for evaluating Functional efficiency by classifying the literature into two categories. Importance of Stratified Service Quality in the assessments of Functional efficiency. Identification of critical gaps from the literature.
Functional efficiency in airport terminals: A review on Overall and Stratified Service Quality
2020-05-08
Article (Journal)
Electronic Resource
English
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