Issues related to the evaluation of the performance (quality of service) of passenger terminal buildings and the passenger perceptions of performance are discussed. According to the results of a personal interview survey of departing passengers, the variables that have a significant influence on the performance of a particular element of the terminal is quite different to those influencing performance of another element. For example, for the circulation elements, 53% of the respondents perceived Information is the most significant variable, while for the waiting areas, 44% of the respondents perceived performance to be a function of the Availability of Seats. It is only for the processing elements that Waiting Time was perceived by passengers to be a significant performance variable. Moreover, in all elements, less than 10% considered Availability of Space or the degree of freedom available for maneuvering as a variable influencing performance. On the basis of chi‐square tests of proportions, a set of significant variables is established for each element of the passenger terminal building. Six variables are found to be commonly associated with each of the elements, and on the basis of four of these variables indices are suggested for evaluation of performance.
Variables influencing performance of air terminal buildings
Transportation Planning and Technology ; 16 , 1 ; 3-28
1991-03-01
26 pages
Article (Journal)
Electronic Resource
Unknown
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