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Evaluation of level of service for transfer passengers at airports

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  • de Barros, Alexandre G.
  • Somasundaraswaran, A.K.
  • Wirasinghe, S.C.

Abstract

Transfer passengers have quite different needs than those of originating and terminating passengers. For example, they do not make use of airport access roads. Other facilities may or may not be used depending on the type of transfers, the airport's operational configuration and the airline services. Despite the increasing importance of transfer passengers for airport operations, little research has been done to determine their needs. This study analyses transfer passengers’ views on the quality of services at the terminal building, using data collected at Bandaranaike International Airport in Sri Lanka, which aspires along with the airline ‘Sri Lankan’ to be a major hub for South Asia. Regression analysis was used to identify the transfer passenger facilities and services with the strongest effect on the overall perception of level of service. The application of regression analysis to the data collected at Bandaranaike International Airport shows that the courtesy of the security check staff and the quality of the Flight Information Display are among the most valued by transfer passengers at that airport.

Suggested Citation

  • de Barros, Alexandre G. & Somasundaraswaran, A.K. & Wirasinghe, S.C., 2007. "Evaluation of level of service for transfer passengers at airports," Journal of Air Transport Management, Elsevier, vol. 13(5), pages 293-298.
    • Handle: RePEc:eee:jaitra:v:13:y:2007:i:5:p:293-298
    DOI: 10.1016/j.jairtraman.2007.04.004
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    References listed on IDEAS

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    1. Bandara, S. & Wirasinghe, S. C., 1992. "Walking distance minimization for airport terminal configurations," Transportation Research Part A: Policy and Practice, Elsevier, vol. 26(1), pages 59-74, January.
    2. Lemer, Andrew C., 1992. "Measuring performance of airport passenger terminals," Transportation Research Part A: Policy and Practice, Elsevier, vol. 26(1), pages 37-45, January.
    3. de Barros, Alexandre G. & Wirasinghe, S. C., 2003. "Optimal terminal configurations for new large aircraft operations," Transportation Research Part A: Policy and Practice, Elsevier, vol. 37(4), pages 315-331, May.
    4. 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.
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