Methodology for Evaluation of the Quality of Services in Airport Terminals

Metodologia Para Avaliacao Da Qualidade De Serviços Em Terminais Aeroportuarios

This paper describes how airports are no longer simple terminals for the exchange of transport. New functions have been inserted, which receive multiple services and have become true centers of purchase, which makes it possible to offer new services. In Brazil, air transportation and airports are in process of transition. Modernization of the airports and the entrance of airlines with different plans of work and levels of service are currently under way. The airports are dealing with customers who demand different installations and services and this situation is generating discussion about the quality and level of service being offered. This paper identifies the main points of quality in airport terminals under the optics of the user of the air transportation; it evaluates some of the main passenger terminals of Brazilian airports and it develops a methodology for the evaluation of quality in airport terminals, based in the perception of the passengers.

  • Corporate Authors:

    Universidade Presbiteriana Mackenzie

    Rua da Consolacao, 930
    , Sao Paulo  Brazil 

    Brazilian Pavement Association

    Miguel Couto 105, Sobrelojas 204 e 205
    Rio de Janiero, CEP 20070-030,   Brazil 
  • Authors:
    • Magri Jr., Adival Aparecido
    • Alves, Claudio Jorge Pinto
  • Conference:
  • Publication Date: 2003


  • Portuguese

Media Info

  • Media Type: CD-ROM
  • Features: References; Tables;
  • Pagination: 16p
  • Monograph Title: 2003 International Conference. Airports: Planning, Infrastructure & Environment

Subject/Index Terms

Filing Info

  • Accession Number: 01144380
  • Record Type: Publication
  • Report/Paper Numbers: 01-009
  • Files: TRIS
  • Created Date: Nov 2 2009 10:11AM