A methodology for evaluating airport passenger terminal level of service (LOS) is presented in this chapter. It is accomplished in two aspects: (1) deriving quantitative LOS standards for individual components of the terminal (check‐in, security screening, etc.), employing a psychometric scaling technique; and (2) identifying the degree of importance of these components on the overall terminal LOS, by using the AHP: Analytical Hierarchical Process. Application of the methodology is provided by using data collected from passenger surveys at São Paulo/Guarulhos International Airport, the biggest airport in Latin America. Besides presenting the two methodologies mentioned, the chapter provides a brief review on the state of the art of level of service, as presented by several academic papers and professional reports. The information contained in this chapter is useful for airport planners and managers in order to identify the current LOS and also to propose alternative measures for improving it, for the benefit of their customers.
Modeling Airport Landside Performance
2013-07-26
26 pages
Article/Chapter (Book)
Electronic Resource
English
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