Analysis of Level of Service at Airport Departure Lounges: User Perception Approach

摘要

This technical note proposes and applies a methodology to analyze the level of service at departure lounges of airport passenger terminals, according to user perceptions. One hundred and twenty passengers were observed and interviewed at Sao Paulo International Airport in Brazil during May 2004. Two techniques were employed to assist in the data analysis: the successive categories method and regression analysis. The first technique was used to transform qualitative passenger responses into quantitative level of service (LOS) ratings. Regression analysis provided a relationship between these ratings and the characteristics of the facility (space available per passenger and number of seats per passenger). LOS standards that are useful for Brazilian airports for planning, design, and management were obtained. The proposed methodology can be used at any airport or any group of airports, if local data are collected in order to recalibrate the models.