A methodology for establishing operational standards of airport passenger terminals |
| |
Institution: | 1. Bartlett School of Environment, Energy and Resources, University College London (UCL), London, United Kingdom;2. Chair of Transportation Systems Engineering, Department of Civil, Geo and Environmental Engineering, Technical University of Munich, Munich, Germany |
| |
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. |
| |
Keywords: | |
本文献已被 ScienceDirect 等数据库收录! |
|