MEASURING QUALITY OF SERVICES IN AIRPORT PASSENGER TERMINALS

摘要

Measuring the performance of airport passenger terminals provides a valuable feedback to airportmanagers. Researchers and practitioners alike have recognized that measuring terminal performancethrough purely operational approaches (i.e., based on airport ability to process passengers and baggage) isnot sufficient. Innovative techniques studying passenger needs and their perception of service quality havebeen developed during the last couple of decades. A new generation of terminal assessment modelsincorporating issues, such as comfort, convenience, and ambience in the evaluation models has emerged.Existing models vary according to the type of decisions supported, evaluation perspective, type ofmeasurements, and evaluation approach used. The objective of this research is to review state of the art andstate-of-practice methods and techniques used for assessing the performance of airport passenger terminals,identify their strengths, weaknesses, and synergies, and provide directions for future research.