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A methodology for establishing operational standards of airport passenger terminals

Author

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  • Park, Yonghwa

Abstract

This paper discusses a methodology for establishing the operational standards of service performance of airport passenger terminals using a perception–response model. The proposed approach is defined by the graphical representation of passengers’ collective attitudes towards the range of operational service at an airport passenger terminal. It adopts new concepts to establish service standards through a special survey to better interpret terminal operations and service level at each facility. It is expressed in terms of passengers’ perception of various service levels and their response to the respective service conditions. The methodology may provide practical service standards of airport terminals and prove to be a practical and convenient technique to airport planners, designers, consultants, operators, and airport managers.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:jaitra:v:5:y:1999:i:2:p:73-80
    DOI: 10.1016/S0969-6997(98)00040-4
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    Citations

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    Cited by:

    1. Phelipe Medeiros da Rocha & Helder Gomes Costa & Glauco Barbosa da Silva, 2022. "Gaps, Trends and Challenges in Assessing Quality of Service at Airport Terminals: A Systematic Review and Bibliometric Analysis," Sustainability, MDPI, vol. 14(7), pages 1-17, March.
    2. 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.
    3. Bezerra, George Christian Linhares & Gomes, Carlos F., 2016. "Measuring airport service quality: A multidimensional approach," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 85-93.
    4. Wu, Paul Pao-Yen & Mengersen, Kerrie, 2013. "A review of models and model usage scenarios for an airport complex system," Transportation Research Part A: Policy and Practice, Elsevier, vol. 47(C), pages 124-140.
    5. Pandey, Mukesh Mohan, 2016. "Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 241-249.
    6. Correia, Anderson R. & Wirasinghe, S.C., 2007. "Development of level of service standards for airport facilities: Application to São Paulo International Airport," Journal of Air Transport Management, Elsevier, vol. 13(2), pages 97-103.
    7. Thampan, Aromal & Sinha, Kapil & Gurjar, B.R. & Rajasekar, E., 2020. "Functional efficiency in airport terminals: A review on Overall and Stratified Service Quality," Journal of Air Transport Management, Elsevier, vol. 87(C).
    8. Giovanna Miceli Ronzani Borille & Anderson Ribeiro Correia, 2013. "Determining factors in airport baggage claim level of service," International Journal of Aviation Management, Inderscience Enterprises Ltd, vol. 2(1/2), pages 66-79.
    9. Jianxin Lin & Rui Song & Jifeng Dai & Pengpeng Jiao, 2014. "Pedestrian Guiding Signs Optimization for Airport Terminal," Discrete Dynamics in Nature and Society, Hindawi, vol. 2014, pages 1-14, February.

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