ANALYSIS OF FACTORS INFLUENCING QUALITY OF SERVICE IN PASSENGER TERMINAL BUILDINGS

Findings of a personal interview survey of departing passengers conducted to determine the factors influencing the quality of service (QOS) in a passenger terminal building (PTB) are reported. Availability of space is not the most significant factor influencing QOS from the passengers' point of view, and thus, may not be the ideal parameter to use in QOS analysis. The survey results show that the factors influencing QOS differ from one element of the PTB to another. For instance, within the circulation elements 53% of the respondents believed that information is the most important factor. Similarly, for the waiting areas the most important factor was the availability of seats and for the processing elements it was the waiting time.

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  http://onlinepubs.trb.org/Onlinepubs/trr/1990/1273/1273-001.pdf
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• Supplemental Notes:
  • This paper appears in Transportation Research Record No. 1273, Airport Terminal and Landside Design and Operation 1990. Distribution, posting, or copying of this PDF is strictly prohibited without written permission of the Transportation Research Board of the National Academy of Sciences. Unless otherwise indicated, all materials in this PDF are copyrighted by the National Academy of Sciences. Copyright © National Academy of Sciences. All rights reserved
• Authors:
  • Martel, Nathalie
  • Seneviratne, Prianka N
• Publication Date: 1990

Media Info

• Features: Figures; References; Tables;
• Pagination: p. 1-10
• Monograph Title: Airport Terminal and Landside Design and Operation 1990
• Serial:
  • Transportation Research Record
  • Issue Number: 1273
  • Publisher: Transportation Research Board
  • ISSN: 0361-1981

Subject/Index Terms

• TRT Terms: Airports; Comfort; Data collection; Intermodal terminals; Passengers; Quality of service; Surveys
• Uncontrolled Terms: Convenience
• Subject Areas: Aviation; Highways; Passenger Transportation; Planning and Forecasting; Society; Terminals and Facilities;

Filing Info

• Accession Number: 00602696
• Record Type: Publication
• ISBN: 0309050200
• Files: TRIS, TRB
• Created Date: Dec 31 1990 12:00AM