A methodology for establishing operational standards of airport passenger terminals

Yonghwa Park

Journal of Air Transport Management, 1999, vol. 5, issue 2, 73-80

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: Operational standards; Level of service; Perception–response model; Processing services (search for similar items in EconPapers)
Date: 1999
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Citations: View citations in EconPapers (9)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:5:y:1999:i:2:p:73-80

DOI: 10.1016/S0969-6997(98)00040-4

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